MTN Eswatini has come out to appreciate that its valued customers are more engaging seeing that the company has received feedback from 86, 220 subscribers in the month of January 2019. While February is yet to be concluded, already 72, 746 subscribers have used one of many platforms that the company has set up to access feedback from customers.
To demonstrate how much MTN values feedback, in the last quarter of 2018, for instance, MTN rolled a project in the Shiselweni region valued at E16.6 million to improve network connection following feedback that some of our customers resorted to South African mobile networks because of a poor signal from MTN. MTN’s valued customers will be pleased to note that more than 50 per cent of the eight sites are already live, and this will show in the improved network experience targeting different parts of Shiselweni.
Further, MTN is doing preliminary work around Mhlangatane to build new network sites to ensure that connectivity is improved. A couple of communities around Mhlangatane have provided feedback that the signal is not good and some of them have resorted to connecting with South African mobile networks.
To improve the process of gathering feedback, MTN Eswatini has set up three WhatsApp Lines namely: 7606-1923; 7606-1924; and 7606-1925. In the month of January, for instance, MTN has collectively received feedback from 3, 061 subscribers through the three WhatsApp Lines.
MTN is of the view that more customers who have smartphones could still be readily assisted through WhatsApp, and only call 922 as a last resort. Our valued customers who own feature phones, and are therefore without access to this application (App), are encouraged to use our free SMS line 1010, amongst other feedback channels.
MTN is encouraged that more subscribers are using *922# for internet settings, personal unblocking code (PUK), roaming activation, airtime loading, and service class change – like accessing MTN zone for instance. The use of this platform for quick resolution of any of the services just indicated, has gone a long way in reducing call traffic to 922.
With reduced call traffic in 922, MTN has an opportunity to respond quickly to queries coming through 922 which also reduces call waiting time.
The alternate feedback points are particularly useful during peak times like lunch hour and the evenings (6 – 9 pm) where call traffic is consistently high. MTN’s valued customers are therefore encouraged to use these alternate feedback points, and call 922 as a last resort.
