A recent NOI Poll conducted in October 2012 has revealed that 45% of Nigerians use dual lines while another 19% use three lines in order to circumvent the network failure that usually cripples Nigeria’s networks. The poll further revealed that most Nigerians would rather that the mobile Network Operators, MNOs, make concerted efforts to improve their service quality than the promo offers they make to their subscribers.
NOI Polls is Nigeria’s leading Opinion Polling and Research Organisation which works in partnership with The Gallup Organisation (USA) to develop opinion research in Nigeria.
Of those respondents (26%) using only one line, the poll found out that MTN was the favourite with 89% being subscribers to the network, while Airtel (5%), Glo (4%) and Etisalat (2%), followed at a distance. However with regard to those who use dual lines, the favourite combinations are MTN/Etisalat 34%, MTN/Glo 31% and MTN/Airtel 29%.
When it came to the issue of main line used by dual line owners, MTN led the pack with 78%, Airtel followed at 9%, while Glo and Etisalat were tied at 6%.
On the matter of ratings by subscribers, Etisalat emerged the clear leader with 31% of its subscribers rating it Very Good. Following not too closely was Airtel with 19% and Glo 17%. MTN brought up the rear with only 11% respondents rating it Very Good. And on the reverse side of the ratings question, MTN was rated Very Bad by 7% of its subscribers while Etisalat and Airtel were given a rather clean bill with none of their subscribers rating them Very Bad.
The same response was the result when subscribers were asked if they were getting value from their main network provider. Although 55% on the aggregate expressed satisfaction with their network providers, Etisalat subscribers were happiest with their network – at 76%, followed by Airtel at 62% and Glo at 55%. MTN subscribers expressed the least satisfaction (53%).
Probed further on what they would regard as real value, subscribers pieced it down to three indicators: Network/Service quality (44%), Bonus Credit Tariff offers (34%), and Cheaper Tariffs (14%). And who had the most preferred tariff? MTN (44%), Etisalat (23%) and Airtel third at 17%. It is interesting to note that subscribers don’t ascribe too much value to promotional offers (3%), internet bundles (2%) or family/friends bundles (3%).
The results which were based on a nationwide telephone survey of 758 phone owning adults aged 18 and older, also had categories like Perception of Quality of Service (Best and Worst); and what measures to be taken to deter MNOs from rendering poor quality service.