The exercise, which started in the north-eastern and eastern regions of Sierra Leone, also aims to note the total coverage of both internet and network penetration.
Staff of NATCOM distributed questionnaires to consumers so as to get their perceptions about the operations of the MNOs.
NATCOM’s Deputy Director of Corporate and Industry Affairs, Smart I.B. Kokofele, said as a regulatory body their mandate is to look after the wellbeing of both the MNOs and consumers alike.
He stressed that the ongoing perception survey aims to find out the quality of service delivered by the MNOs to their various consumers.
“We also want to raise the awareness among consumers that they deserve quality services in line with what the MNOs have promised them through their various advertising outlets. We don’t want MNOs to promise ‘A’ and deliver ‘Z’. As regulators, we serve as an arbiter to the people and by extension we are the shoulder to lean on by both parties (MNOs and Consumers) when things seem not working in the right direction,” he noted.
He said the consumers and MNOs should benefit from their mutual relationship and no one should take advantage of the other.
He disclosed that after the perception survey, NATCOM would do a complete analysis of the findings.
He added that the outcome of the survey will direct how NATCOM would engage MNOs and consumers so as to ensure that their mutual relationship continues unhindered.
“After the engagement with MNOs, we would come back to the consumers to tell them that their concerns have been raised and are looking forward to the various parties to address them.
Sahr Sewa, NATCOM’s Director of Regulatory Affairs, said 500 questionnaires were being administered to 500 subscribers of the MNOs, adding that these questionnaires have a range of questions concerning the manner at which MNOs render services to consumers.
He said the staff were divided into teams and were sent to Matotoka, Magburaka, Makali, Masingbi, Makeni city, Magburaka among others, seeking responses from traders, students, workers, and unionists, for the north-eastern region.
He noted that similar exercise was being undertaken in Kenema and Kailahun districts, eastern Sierra Leone.
Meanwhile, consumers were very pleased to have gotten staff from NATCOM asking them about the manner at which they are getting services from MNOs.
