Chief Mike Adenuga, CEO Globacom

Chief Mike Adenuga, CEO Globacom

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

Globacom thrived while other operators failed to meet most of the KPIs.

A statement released by the NCA showed results of a mobile consumer satisfaction survey it commissioned for the two years in Accra, Ghana.

According to the report, MTN and Vodafone, two of the leaders in the mobile communications industry, failed to meet any of the benchmarks stipulated by the National Communications Authority (NCA) in 2012 and 2013.

Three other operators, TiGo, Airtel and Expresso, met only one of the benchmarks, which is overall quality of service.

Glo Mobile, who entered the market months to the survey, met all the NCA’s stipulated benchmarks, with the exception of supplementary services.

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The objectives of the survey were to, among other things, capture consumers’ 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 NCA has 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.

Supplementary services refer to what a consumer’s phone can be used for, apart from receiving calls, such as mobile money and Internet services.

Billing and tariffs involve charges exacted on the consumer for the use of his or her phone to make calls. The survey revealed that 74.7 per cent of mobile subscribers were satisfied with the services of their mobile network operators, while 25.3 percent were not.

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About 13,119 mobile phone users, representing a 95 per cent response rate, took part in the survey in 400 enumeration. Two hundred and two were from the urban areas, 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.

The survey was able to determine the various activities mobile phones were used for, the number of service providers the average consumer was connected to and consumers’ likes and dislikes about their service providers.

“Interestingly, the survey findings were able to indicate the wealth distribution of mobile phone subscribers across the country,” the report read.

The report indicated that a little more than 50 per cent of mobile service customers claimed they did not encounter any problem in their last 10 call attempts, with Expresso customers expressed the highest rate of hassle-free calls at 71.0 per cent, followed by Glo at 67.8 per cent; TiGo was 63.6 per cent; Airtel users at 62.2 per cent, and Vodafone users was put as 54.9 per cent.

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“MTN trails behind with only 44.9 percent of users stating they had no problems,” it said.