Business News of 2014-04-30

50% of phone users dissatisfied with billing or tariffs

More than fifty percent of phone users across the country are not satisfied with the billing or tariffs of the six mobile service providers in the country.

According to the cellular mobile consumer satisfaction survey report carried out by the National Communication Authority (NCA), MTN is the worst culprit with more than sixty percent of its users not satisfied with its billing or tariffs.

According to the National Communication Authority it is aware some telecom companies are yet to implement the Billing Feedback system for pre-paid subscribers as directed earlier in the year.

Speaking to Citi Business News the director of consumer and corporate affairs of the NCA Nana Defie Badu said the NCA is still monitoring to ensure the directive is fully enforced.

“Some of the directives we gave out have an impact on the mobile network operator in terms of systems and platforms and to make sure that whatever they do does not affect the overall quality of service, they will need time to be able to come out with new platform and test the systems… before they go live”, she explained

The telecom market in Ghana is characterized by vibrant competition with the presence of the six international mobile network companies including Expresso, Tigo, MTN, Vodafone, Airtel and GLO-Mobile.

This offers consumers with varied choices of communication services and providers.

After interviewing some thirteen thousand mobile phone users around the country the cellular mobile consumer satisfaction survey report concludes that nationwide mobile consumers are along a 52% urban and 48% rural split.

MTN and Vodafone are the only mobile service providers with rural customer bases larger than their corresponding urban ones.

Also TiGo, with a female customer base of nearly 53%, is the only service provider with a higher female-to-male ratio.

Other service providers have higher male customer bases, with Glo having the highest male proportion of over 60% and the least female proportion of fewer than 40%.

34.8 percent of phone users were not happy with the customer relation of all the 6 telecom companies , expresso has 86.4 percent of its customers satisfied with its customer service followed by Glo 86.1, 79.0 percent for Tigo , 78.8 for Airtel , Vodafone 69 ,and finally MTN with 60 percent.

For internet services, more than 40 percent of phone users are not satisfied with the tariff or billing of all service providers.

More than half of MTN users -50.4 percent were not satisfied with internet billing, Vodafone comes next with 39.7 percent of its users were not satisfied, its followed by Tigo with 39 percent ,Airtel with 22 percent , Glo 18.1 percent and expresso 7.3.