MTN Prioritises Customer Experience With Faster Fibre Installation
MTN Ghana says delivering an exceptional customer experience has become its biggest priority as it expands home broadband services across the country.
Chief Home Officer Richard Acheampong disclosed that the company has streamlined its fibre installation process, allowing customers to apply, pay and schedule installations digitally.
According to him, once payment is confirmed, customers are contacted to arrange installation, with many connections completed within 24 hours.
"About 50 per cent of all our sales are connected within another 24 hours," he revealed.
Acheampong said customers can request fibre services through MTN's digital platforms and complete payments using mobile money or bank cards before technicians visit their homes.
Beyond installations, he noted that MTN has introduced self-service support systems designed to help customers troubleshoot common internet issues without waiting for technical teams.
These include instructional videos that guide users on proper router placement, cable connections and basic troubleshooting techniques.
He explained that many internet performance issues stem from poor router positioning, with some customers placing devices inside wardrobes or behind furniture, significantly weakening Wi-Fi signals.
"We want customers to understand how their home internet works so they can solve basic issues themselves," he said.
Acheampong added that MTN increasingly monitors network performance proactively and can sometimes detect faults before customers report them.
In situations where network outages occur, he said customers are kept informed and, where appropriate, compensated for prolonged service disruptions.
"Our biggest metric is uptime. If the service is available, the rest will follow," he stated.
He stressed that customer satisfaction remains central to MTN's home broadband strategy as the company continues investing in service quality and reliability.
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