MTC's Mobile Homes have scored an impressively high score in a mystery shopping survey conducted over the last quarter by an independent company called Survey Warehouse.
Mystery shopping describes a field-based research technique of using independent auditors posing as customers to gather information about product quality and service delivery by a retail firm.
The survey has revealed that an average of 83% of MTC customers are happy with the service rendered by the sales advisors at the various Mobile Homes across the country.
MTC has a total of 24 Mobile Homes all around the country and 22 of these were targeted by the mystery shopping survey. These shops are grouped in three clusters of Windhoek (eight shops), North (eight shops) and Coast/South/East (six shops). All of the 22 shops scored very highly in the survey, indicating that customers around Namibia are happy with the service experience.
The survey measured areas such as customer service, store appearance and organisation, merchandise displays and stock, cleanliness, signage, time in line and time elapsed for service, and product quality, among others.
MTC's Chief of Human Capital and Corporate Affairs, Tim Ekandjo, said the results are confirming the company's quest as an excellence-driven business that strives to offer nothing but the best to its customers.
Ekandjo said the results are a vote of confidence in MTC's efforts to professionalise its services and to give customers the best customer service experience.
He, however, said: “The results do not for any moment suggest that MTC should start resting on their laurels. In fact, the remaining 20% of the mystery shoppers (customers) are perhaps suggesting that we should up our game a little more. And closing that gap is exactly what we are aiming to do henceforth.”
According to Ekandjo, the mystery shopping results are also confirming MTC's status as an ISO 9001:2008 certified company. He said the ISO certification proves that MTC's quality management system is equal to that of any other company that has received the same accreditation from ISO, anywhere in the world.
He, however, assured customers, stakeholders and shareholders that MTC will continue to improve its service offerings in line with customer expectations.
“We will glean whatever is necessary from the results and re-look at our systems and/or continue our investment in training our staff to ensure that MTC continues to live up to customer expectations and to the ISO certification standards,” Ekandjo concluded.
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MTC Namibia
MTC (Mobile Telecommunications Limited) was established in 1995 as a joint venture between Namibia Post and Telecommunications Holdings (NPTH), Telia and Swedfund. During May 2004, NPTH concluded a deal that saw it hold 100% of the shares in MTC by acquiring the 49% held by Telia Overseas AB and Swedfund International AB. NPTH is 100% owned by the government of the Republic of Namibia. On 1 September 2006 the sale of 34% of MTC shares to Portugal Telecom (PT) was concluded, with the management contract also ceded to PT. http: www.mtc.com.na
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