MTN Ghana has responded to the recently published quality of service (QoS) survey conducted by telecoms watchdog, the National Communications Authority (NCA) in 2012/13, which showed that the cellco recorded the highest rate of customer dissatisfaction, by claiming that ‘things have changed a lot since’, Agence Ecofin reports. Cynthia Lumor, MTN Ghana’s director of corporate services, said that the operator has taken several steps to improve its QoS, by investing GHS274 million (USD95.057 million) in network upgrades in 2013, while the company also plans to invest a further GHS311 million in 2014.
As previously reported by TeleGeography’s CommsUpdate, last week the NCA announced that mobile operator Glo Mobile was the only cellco in the country to offer a good QoS. The regulator has set a benchmark of 85% for billing performance and inquiry services, 90% for supplementary services and 75% for overall QoS. According to the NCA consumer satisfaction survey however, which measured the quality of reception, coverage, ease of making calls, availability of service and signal strength among other attributes – based on the feedback of 13,800 respondents – MTN and Vodafone were unable to meet any of NCA’s stipulated QoS benchmarks, while Tigo, Airtel and Expresso met only one – the overall QoS – with scores of 77.2%, 81.6% and 83.5%, respectively. Glo Mobile, on the other hand, met the billing performance target (86.9%) and the inquiry services target (85.6%), as well as surpassing the overall QoS (83.8%) benchmark.