Globacom
Ghana has scaled through a test
conducted by the National Communications Authority (NCA) of Ghana on quality
control for the year 2012 and 2013, reports DigitalSENSE Business News.
This
development, according to a press statement made available to DigitalSENSE Business News by
officials of Globacom, showed that it followed a mobile consumer satisfaction
survey conducted by the NCA, which recent result indicated that MTN
and Vodafone, two of the leaders in the mobile communications industry, were unable to meet up with the benchmarks stipulated by the National Communications
Authority (NCA) in 2012 and 2013.
TiGo, Airtel
and Expresso, three of the companies in the industry, met only one of the
benchmarks, which is overall quality of service.
Glo Mobile,
which entered the market a few months prior to the survey, met all the NCA’s
stipulated benchmarks, with the exception of supplementary services.
The
objectives of the survey DigitalSENSE
Business News gathered, 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 percent for supplementary services and 75 percent for
overall quality of service.
Supplementary
services, DigitalSENSE Business
News notes refer to what a consumer’s phone can be used for, apart from
receiving calls, such as mobile money and Internet services.
The billing and
tariffs, DigitalSENSE Business News gathered 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.
About 13,119
mobile phone users, representing a 95 percent 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.
Chuks Egbuna/GEE
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