How MTN plans to make its customers happy

MTN South Africa CEO Mteto Nyati said improving customer satisfaction is at the core of improving the company’s reputation.

Over the last year, MTN suffered many setbacks – including a large fine in Nigeria, a falling share price, and network problems.

This damaged the company’s reputation among shareholders and customers.

When asked by Business Day TV how the company plans to address its reputation problems, Nyati said customer satisfaction is their main focus.

“Ultimately, the key to reputation is how we satisfy you as a customer. And that is why, within South Africa, we put that as our key focus,” he said.

“Making sure that our network is up there, is a quality network, and is providing the kind of speeds [which people want].”

Nyati said their support services are another focus area, and they are working to make sure they are at the right level.

He said they are transforming their call centres and revamping their stores to make sure they address the needs of their customers.

Nyati said they are also addressing corporate governance problems, which led to the fine in Nigeria, by tightening up at group level.

“We have appointed three regional vice presidents which will add an additional layer which will help us to drive governance,” said Nyati.

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