TheCable

Globacom’s operation in Ghana has met key performance indicators set for 2012 and 2013, telecom sector regulator, National Communications Authority (NCA), has said.

Releasing  results of a mobile consumer satisfaction survey commissioned for the two years in Accra, Ghana, NCA said the objectives of the survey were to, among other things, capture evaluation of service attributes and expectations from all mobile service providers, evaluate the level of consumer satisfaction with the various mobile service operators, measure the level of service delivery in the mobile telephone industry, and evaluate the relative performance of providers among themselves with respect to defined attributes.

The report showed that MTN and Vodafone — two of the leaders in the mobile communications industry — failed to meet any of the benchmarks stipulated for the period. Three other operators — TiGo, Airtel and Expresso — met only one of the benchmarks, which is overall quality of service.

The agency set a benchmark of 85 per cent or more for billing performance and help or enquiry services, 90 per cent for supplementary services, and 75 per cent for overall quality of service.

Glo Mobile, which entered the market a few months prior to the survey, stipulated benchmarks, with the exception of what a consumer’s phone can be used for, apart from receiving calls, such as mobile money and Internet services.

About 13,119 mobile phone users, representing a 95 per cent response rate, participated in the survey in 400 enumeration. From the urban areas were 202 participants, while 198 were from rural areas.

Out of the 6,000 households which participated in the survey, 3,030 were from urban areas and 2,970 from rural communities.

Director of Consumer and Corporate Affairs of the NCA, Mrs. Nana Defie Badu, described the mobile cellular market as “ever-changing” within the telecommunications sector, consumers getting more discerning, refined and expectant of service providers.

She said in the view of the NCA, the findings would help operators identify critical areas requiring improvement, and enhance service experience for consumers. That, she added, would further promote sustainable growth in the country’s telecom market.

Glo, a privately-owned Nigerian multinational telecommunications company owned by the Mike Adenuga Group with headquarters in Lagos, Nigeria. It started operations on August 29, 2003, and currently operates in four countries in West Africa, namely, Nigeria, Republic of Benin, Ghana and Côte d’Ivoire.