MTN Ghana wishes to respond to the publication of the Consumer Survey results commissioned by the National Communications Authority in 2012 and published on April 29, 2014.

In a reaction, MTN Corporate Services Executive, Cynthia Lumor said, ?MTN Ghana is happy to receive feedback from its valued customers about its services. The Customer is king and feedback received from them helps improve our work?.

MTN takes note of the fact that the survey was commissioned in September 2012. Since then MTN Ghana has 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 274 million 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.

MTN has also recently 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.

In addition, MTN has introduced a new Billing Solution which makes billing easier.

These and many more are the measures MTN have put in place to improve the customer experience.

MTN wishes to assure its customers that it takes every form of feedback seriously will do all it can to ensure that the customer gets value for money spent on the network.

MTN also takes the opportunity to thank its customers for their continuous patronage and loyalty.


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