Glo Mobile has promised to continue to up its performance across Ghana in order to satisfy the yearnings of the people for reliable and seamless communications services.
This was the reaction of Mr Akeem Kazeem, the Head of Business, of the telecommunications company to the consumer satisfaction survey report released days ago by the National Communications Authority (NCA) on the compliance of the various telecommunication networks with the stipulated benchmarks set by the regulatory body.
In the report, Glo met all the key indicators except for Supplementary services. However, MTN and Vodafone had failed to meet any of the benchmarks stipulated by the National Communications Authority (NCA) in 2012 and 2013. Three other operators, Airtel, Expresso and Tigo, each met only one of the benchmarks.
“We are excited by this report which represents the quality of service we have provided for our subscribers across the country”, Mr Kazeem said. He added that the company was ready more than ever before to ensure that subscribers get excellent services at affordable prices. We simply would not rest on our oars till we can ensure that we become the barometer by which service standards are measured’, he added.
He expressed Glo’s profound appreciation to the customers for reflecting their candid views on the company’s operations in the survey and added that such reflection was a call on the company to continue to sustain such rating and even surpass it.
The survey’s objectives included capturing consumers’ evaluation of service attributes and expectations from mobile service providers, evaluating the level of consumer satisfaction with the various mobile service operators, measuring the level of service delivery in the mobile telephone industry and evaluating 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.
The survey revealed that 74.7 per cent of mobile subscribers were satisfied with the services of their mobile network operators.
About 13,119 mobile phone users, representing a 95 per cent response rate of the sampled population, took part in the survey in both urban and rural areas.
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