MTN Ghana has responded to the publication of the Consumer Survey results commissioned by the National Communications Authority (NCA) in 2012 and published on April 29, 2014.
According to MTN Corporate Services Executive, Cynthia Lumor, MTN Ghana was happy to receive feedback from its valued customers about its services, noting that the Customer was key and feedback received from them helped improve the company’s work.
Lumor said MTN had taken note of the fact that the survey was commissioned in September 2012 and that since then, MTN Ghana had taken several steps to address many of the concerns raised through various customer improvement initiatives. “There has been a marked Improvement in the network. MTN invested 274million Ghana cedis in the network in 2013 and is investing 311 million Ghana cedis this year.
Last year, MTN also began a modernisation project to upgrade its sites and to introduce new technologies. This is yielding positive results,” she said
Lumor added that MTN had also recently introduced the Customer Loop Feedback (a new customer centred initiative) which involved the random sampling of customers after they were served by MTN agents to generate feedback from the quality of the services they received.
This, she said, provided immediate feedback to the Customer Care team for continuous improvement, adding that MTN had also introduced a new Billing Solution which made billing easier.
She expressed gratitude to all customers of MTN for their continuous patronage and loyalty, and gave the assurance that every form of feedback from its customers would be given the desired attention to ensure that the customer got value for money spent on the network.