Ghanaian telecoms watchdog the National Communications Authority (NCA) has announced that mobile operator Glo Mobile was the only cellco in the country to offer a good quality of service (QoS) in 2012/2013. 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.
As previously reported by TeleGeography’s CommsUpdate, in August 2013 the NCA imposed fines on five of the country’s six mobile operators after they fell foul of the country’s QoS standards in the second quarter of 2013. The key performance indicators measured by the regulator in 28 Ghanaian towns include Stand-alone Dedicated Control Channel (SDCCH) Congestion Rate, Call Setup Time (CST), Call Congestion Rate (CCR) and Call Drop Rate (CDR). Glo received the highest fine of the five operators, and was penalised GNS200,000 (USD93,025) for a breach of its CST and SDCCH Congestion Rate obligations in the Central and Western regions. Meanwhile, MTN Ghana and Airtel were fined GHS100,000 each, for defaulting on their respective CST and CCR commitments in the Central and Western regions. Tigo was sanctioned GHS50,000 for not meeting the quality standards in the Central region, while Expresso was ordered to build sites in Kasoa and Essikado (in Central and Western region, respectively), for defaulting its CCR obligations in the two regions. Vodafone was the only mobile operator in Ghana to escape sanctions, after the company was found to be in compliance with all QoS parameters by end-June 2013.