Telecom giant MTN has responded to the latest cellular mobile consumer satisfaction survey report carried out by the National Communication Authority (NCA).
According to the survey report which was released last month MTN has the worst customer service and tariffs.
It also revealed that 34.8 percent of phone users were not happy with the customer relations of all the 6 telecom companies with MTN as the worst among its peers.
But the telecom giant reacting to the report said it has taken several steps to address the matter.
MTN in a press statement said ‘the survey was commissioned in September 2012 and since then it has taken several steps to address many of the concerns raised through various customer improvement initiatives’.
More than fifty percent of phone users across the country according to the survey were not satisfied with the billing or tariffs of the six mobile service providers in the country.
According to the report MTN was the worst culprit with more than sixty percent of its users not satisfied with its billing or tariffs.
More than half of its subscribers that is 50.4 percent were also not satisfied with its internet billing.
MTN in reaction said it has introduced a new Billing Solution which makes billing easier.
The report further stated that 34.8 percent of phone users were not happy with the customer relations 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 MTN coming in last at 60 percent.
The telecom giant however says it has introduced the Customer Loop Feedback (a new customer centred initiative) which involves the random sampling of customers after they are served by MTN agents to generate feedback from the quality of the services they received.
This provides immediate feedback to the Customer Care team for continuous improvement.
Meanwhile MTN says it has begun a modernisation project to upgrade its sites and to introduce new technologies.
This it says is yielding positive results.
By: Vivian Kai Mensah/citifmonline.com/Ghana