Despite surpassing the tele-density target, investigations indicate
that telecommunication operators in the country have failed in the key
area of quality service delivery on an industry-wide scale.
An industry survey conducted by the Consumers Affairs Bureau of the Nigerian Communications Commission, NCC, revealed that 101,122,000 subscribers, representing 72.23 per cent of the total 140,822,483, were not satisfied with the operator’s services.
Only 21.05 per cent believed the services were satisfactory, while 6.72 per cent simply could not rate the performance of the operators
The results of the survey appeared to have confirmed a latest report on the Key Performance Indicators, KPI, for the service providers, which scored the operators low in terms of the quality of services they rendered to the consumers.
The KPI for the telecoms industry in Nigeria, which was jointly agreed by the NCC and the service providers is a business metric used to evaluate factors that are crucial to the quality of services from all the service providers.
The survey further revealed that the operators were currently struggling to achieve the metrics, which are indicated by the Call Set-Up Success Rate, CSSR, Drop Call Rate, DCR, Traffic Channel Congestion, TCH CONG and Stand Alone Dedicated Control Channel Congestion, SDCCH despite increased tele-density as was announced recently by the NCC.
In addition, the survey findings indicated that each of the metrics has a set target for achievement, which all operators must meet to avoid sanctions from the Commission.
For the Call Set-Up Success Rate, Drop Call Rate, Traffic Channel Congestion, and Stand Alone Dedicated Control Channel Congestion operators must hit the target of 98, 1, 0.20 and 2 per cent respectively.
So far, the result of the survey also indicated that only the new entrant into the sector, Emerging Markets Telecommunication Services, EMTS, going with the brand name, Etisalat surpassed the target mark while others could not meet it.
For instance, Etisalat surpassed the 98 per cent mark for Call Set-Up Success Rate hitting over 99 per cent while Airtel, Glo and MTN trailed behind scoring 97, 96.70 and 96.80 per cent.
By the record, it means that Etisalat subscribers find it easy calling from their network.
On the Drop Call Rate, a metric which has often topped the complaint list of subscribers at the quarterly Consumer Parliament organised by the Consumer Affairs Bureau, Etisalat also recorded the lowest score with a 0.40 per cent, while MTN and Glo over-run the set target of 1per cent, hitting 1.20 while Airtel scored 0.82 per cent.
One major reason while subscribers rated the operators so poorly in quality services poll was the high level of congestions on the networks, despite huge claim of investment on expansion.
Traffic Channel Congestion report indicated that Etisalat also recorded the least congestion rate falling far below the target of 2 per cent, with a metric score of 0 per cent, meaning that subscribers on the Etisalat did not experience congestion.
Unfortunately, for the same metric, Airtel and Glo recorded over 0.50 per cent, while MTN recorded below 0.50 per cent of the Traffic Channel Congestion rating. Similarly, on the Stand Alone Dedicated Control Channel Congestion with a metric of 0.20, while Glo and Airtel recorded 0.60 and 0.40 per cent respectively, Etisalat and MTN were on 0.10 and 0.80.
It would be recalled that the Commission had endured a period of 18 months during which it reduced the KPIs for the operators.
It however regretted that there has been no significant improvement from the three operators; MTN, Glo and Airtel as they promised.
Executive Vice Chairman of NCC, Dr. Eugene Juwah on the sidelines of the just concluded Mobile World Congress in Barcelona, Spain, said the Commission had to take a more drastic action to improve user experience in respect of issues with capacity of the networks and that it would appear that the service providers load up the network as soon as there is some expansion.
He said the Commission reached understanding with all the service providers that the KPI’s upon which they were sanctioned in 2012 should be reduced over a period of 18 months during which they were to make significant improvement through provision of more infrastructures and achieve a progressive improvement in quality of service.
However, the latest report may have suggested that the operators have not braced up with the agreement on the KPI.
An industry survey conducted by the Consumers Affairs Bureau of the Nigerian Communications Commission, NCC, revealed that 101,122,000 subscribers, representing 72.23 per cent of the total 140,822,483, were not satisfied with the operator’s services.
Only 21.05 per cent believed the services were satisfactory, while 6.72 per cent simply could not rate the performance of the operators
The results of the survey appeared to have confirmed a latest report on the Key Performance Indicators, KPI, for the service providers, which scored the operators low in terms of the quality of services they rendered to the consumers.
The KPI for the telecoms industry in Nigeria, which was jointly agreed by the NCC and the service providers is a business metric used to evaluate factors that are crucial to the quality of services from all the service providers.
The survey further revealed that the operators were currently struggling to achieve the metrics, which are indicated by the Call Set-Up Success Rate, CSSR, Drop Call Rate, DCR, Traffic Channel Congestion, TCH CONG and Stand Alone Dedicated Control Channel Congestion, SDCCH despite increased tele-density as was announced recently by the NCC.
In addition, the survey findings indicated that each of the metrics has a set target for achievement, which all operators must meet to avoid sanctions from the Commission.
For the Call Set-Up Success Rate, Drop Call Rate, Traffic Channel Congestion, and Stand Alone Dedicated Control Channel Congestion operators must hit the target of 98, 1, 0.20 and 2 per cent respectively.
So far, the result of the survey also indicated that only the new entrant into the sector, Emerging Markets Telecommunication Services, EMTS, going with the brand name, Etisalat surpassed the target mark while others could not meet it.
For instance, Etisalat surpassed the 98 per cent mark for Call Set-Up Success Rate hitting over 99 per cent while Airtel, Glo and MTN trailed behind scoring 97, 96.70 and 96.80 per cent.
By the record, it means that Etisalat subscribers find it easy calling from their network.
On the Drop Call Rate, a metric which has often topped the complaint list of subscribers at the quarterly Consumer Parliament organised by the Consumer Affairs Bureau, Etisalat also recorded the lowest score with a 0.40 per cent, while MTN and Glo over-run the set target of 1per cent, hitting 1.20 while Airtel scored 0.82 per cent.
One major reason while subscribers rated the operators so poorly in quality services poll was the high level of congestions on the networks, despite huge claim of investment on expansion.
Traffic Channel Congestion report indicated that Etisalat also recorded the least congestion rate falling far below the target of 2 per cent, with a metric score of 0 per cent, meaning that subscribers on the Etisalat did not experience congestion.
Unfortunately, for the same metric, Airtel and Glo recorded over 0.50 per cent, while MTN recorded below 0.50 per cent of the Traffic Channel Congestion rating. Similarly, on the Stand Alone Dedicated Control Channel Congestion with a metric of 0.20, while Glo and Airtel recorded 0.60 and 0.40 per cent respectively, Etisalat and MTN were on 0.10 and 0.80.
It would be recalled that the Commission had endured a period of 18 months during which it reduced the KPIs for the operators.
It however regretted that there has been no significant improvement from the three operators; MTN, Glo and Airtel as they promised.
Executive Vice Chairman of NCC, Dr. Eugene Juwah on the sidelines of the just concluded Mobile World Congress in Barcelona, Spain, said the Commission had to take a more drastic action to improve user experience in respect of issues with capacity of the networks and that it would appear that the service providers load up the network as soon as there is some expansion.
He said the Commission reached understanding with all the service providers that the KPI’s upon which they were sanctioned in 2012 should be reduced over a period of 18 months during which they were to make significant improvement through provision of more infrastructures and achieve a progressive improvement in quality of service.
However, the latest report may have suggested that the operators have not braced up with the agreement on the KPI.
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