As part of its commitment to customer satisfaction and inclusive service delivery, MTN Ghana has engaged residents of Tsito in the Volta Region through a dedicated community forum aimed at listening to customer feedback, resolving concerns, and strengthening relationships.
The interactive session brought together MTN officials, opinion leaders, and residents, creating a platform for open dialogue on network experiences, mobile money usage, and access to customer support. Leading the MTN delegation were Mr. Kennedy Kofi Ofosuhene, Corporate Services Advisor for Southern Ghana, and Mr. Alex Acheampong, Territory Sales Controller for Ho West.
Addressing the gathering, Mr. Ofosuhene emphasized MTN’s longstanding relationship with the people of Tsito and reaffirmed the company’s commitment to ensuring that every customer is heard, respected, and supported.
“You have journeyed with us for years — using our services, building your businesses, and connecting your families. It is only right that we are also present in your community, not just to respond but to listen, understand, and improve,” he said.
He explained that the forum formed part of MTN’s broader community engagement strategy, which seeks to make the company more accessible to its customers while aligning its services with community needs.
“We take every concern seriously. This forum is not a one-off exercise, but part of our continuous commitment to walk with you, solve problems together, and ensure your experience with MTN is seamless,” Mr. Ofosuhene added.
Mr. Acheampong noted that customer feedback is a vital part of MTN’s service development. He assured residents that their inputs would feed into internal reviews to shape future decisions and upgrades.
Constructive Community Feedback
Residents who participated in the session shared experiences on a range of topics, including:
Network performance: While many acknowledged MTN’s wide coverage in the region, a few pointed to periodic call drops and unstable internet connections, suggesting ongoing optimization in specific areas.
Mobile Money transactions: Some community members cited occasional inconsistencies when sending money to others, compared to smoother transactions when depositing funds onto their own numbers. Participants also suggested enhancements to the MTN MoMo App, particularly for larger transactions.
Customer support access: The community expressed interest in having a local MTN Customer Experience Point in Tsito, which would help address concerns more efficiently than traveling to Ho or Accra.
Clarity on services and promotions: Residents requested clearer communication on MTN services such as “Mashap” and “Jara,” to ensure better understanding and access to benefits.
Access to MoMo funds of deceased account holders: A resident respectfully inquired about the process of claiming funds after the death of a loved one, calling for a more simplified and transparent procedure.
MTN representatives addressed many of the issues on-site and assured participants that unresolved matters would be escalated for action. Dedicated customer service personnel were present during and after the forum to offer real-time assistance.
A Renewed Relationship
The forum concluded on a positive note, with participants commending MTN for its openness and willingness to engage directly with the community. Both sides agreed on the importance of maintaining regular dialogue and working collaboratively to enhance service quality.
> “We are here not just to solve problems, but to build stronger partnerships with our communities,” Mr. Ofosuhene concluded.
