According to the report, 50 percent of the participants stated that their network providers provided good services and 55 percent said they had got value for money spent from their network providers. The number of participants dissatisfied with the services from their network providers increased by eight points in 2013.
"The key factors used by customers to define value for money were 'network/ service quality' and 'price tariffs'. Other topline results show that only (2%) of respondents have ported since the beginning of the portability drive, (26%) of respondents (majority) see the promotions of MNOs as fake (up by 22-points in 2013) and, in order to generally improve the quality of telecommunication services in Nigeria, majority of respondents (60%) suggested that, 'Network operators should be mandated to improve on their services.'
"The Nigeria telecommunication sector has witnessed significant growth over the years and remains one of the best and fastest growing sectors of the Nigerian economy. The industry is ranked the largest and fastest growing telecom market in Africa and among the ten fastest telecommunication growth markets in the world.
"As at September 2013, the Nigerian Communications Commission (NCC) estimated a total of 121,271,218 subscribers and a teledensity of 86.62 in Nigeria."
The telecommunication industry adds as much as 8.53 percent to the Gross Domestic Product (GDP) and has recently faced issues of unsteady service provision and steep competition. This means that the focus of the service providers is shifted from providing good services to relying on price tariffs to "gain market share and dominance", leaving their customers unsatisfied.
Participants to the poll were asked the following questions:
1. How many phone lines do you currently use?
Most of the participants (63%) said they used more than one telephone line. The other 37 percent used only one phone line.
In comparison to the results from 2012, the number of Nigerians using one telephone line had increased by 11 points. The number of persons using one telephone line increased from 26 percent in 2012 to 37 percent in 2013. It is believed that this might be because "the network providers currently have comparatively similar price tariffs; in addition many subscribers that have previously tested various networks have now settled on 1 main line to use."
2. Which network do you most frequently use?
84 percent of the participants said they used MTN frequently. Seven percent said they used Airtel more, six percent said Glo and three percent said Etisalat.
Results across geopolitical zones
The South-South region (91%) had the highest number of participants, who used MTN as their main line; the North-East (17%) had the highest number of participants who used Airtel as their main line; the North-Central zone (18%) had the highest number of participants who used Glo mostly and the North-West zone (9%) had the highest number of participants, who used Etisalat mostly.
"When the figures recorded in 2012 were compared with this current poll, there was a 6-point increase in the proportion of Nigerians that currently use the MTN network as their main line from 2012 (78%) to 2013 (84%).
"Conversely, there was a 2-point and a 3-point decline in the proportion of Nigerians that use Airtel and Etisalat as their main lines from 2012 to 2013. In addition, the proportion of Nigerians that subscribe to the Glo network as their main line remained constant in both surveys," the report read.
3. At present how would you rate the services of your main network provider?
13 percent of the participants said their main network providers were very good, 50 percent said their main network providers were good; 27 percent said theirs were average, eight percent said theirs were average and two percent said theirs was very bad.
Airtel had the best ratings given by network users (83% of participants); Etisalat was the second highest with 79 percent, Glo was third with 70 percent and MTN had the lowest rating (60%).
4. Are you getting value for money from your main network provider?
55 percent of the participants said they were getting value for their money while 45 percent said they were not.
Etisalat had the highest number of participants (97%), who believed that they were getting value for their money; Glo was second highest with 75 percent, Airtel was next with 72 percent and MTN was the least with 51 percent.
"Comparing the figures obtained from the same survey conducted in 2012 and this current poll, it can be seen that the total proportion of respondents that affirmed they are getting value for money has remained constant while those that perceive they do not receive value money increased by 8 points in 2013," the report stated.
Participants who said they got value for their money from their main network providers (55%) were asked, "Why are you getting value for money?"
42 percent of them said due to "network/service quality"; 39 percent said "cheaper tariffs", 22 percent said "bonus offers", 21 percent said "family and friends", 19 percent said "internet bundles" and 12 percent said "promotional offers".
In comparison to the 2012 survey, this result revealed a 25-point increase in the number of participants, who listed "cheaper tariffs" as the reason why they believed they were getting value for their money. There was a 12-point drop in "bonus offers" and a two-point drop in "network/service quality".
5. What measures should be taken to improve telecommunication services in Nigeria?
60 percent of the participants said that network operators should be made to improve their services. 35 percent said there should be a tariff consideration and nine percent said network operators needed to create a wider coverage.
Results based on geo-political zones
The South-South zone (77%) had the highest number of participants, who said network operators should be made to improve their services. The North-East zone (42%) had the highest number of participants, who believed that there should be tariff consideration.
"The key factors used by customers to define value for money were "network/ service quality" and "price tariffs".
"Other topline results show that only (2%)of respondents have ported since the beginning of the portability drive, (26%) of respondents (majority) see the promotions of MNOs as fake (up by 22-points in 2013) and, in order to generally improve the quality of telecommunication services in Nigeria majority of respondents (60%) suggested that "network operators should be mandated to improve on their services," the report concluded.
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