According to a recent report from the Congolese Post and Electronic Communications Regulatory Authority (ARPCE), published in October 2024, telecom operators MTN and Airtel obtained average customer satisfaction rates deemed “acceptable” for the first half of the year. ‘year. The survey, carried out between June and July 2024, collected user opinions regarding several services offered by these two operators, including calls, financial services and mobile Internet.
The report highlights positives such as the quality of voice calls and the growing adoption of mobile financial services, which are increasingly used for payments and money transfers. However, complaints remain, mainly about the quality of the Internet network. Consumers have expressed dissatisfaction with slow speeds, frequent network outages and how quickly internet packages run out, raising concerns about value for money.
This ‘acceptable’ rating highlights that while MTN and Airtel’s performance is not catastrophic, it still requires improvement, particularly around the quality and accessibility of data services. This is crucial as demand for higher quality digital services continues to increase, particularly with the rise of teleworking, e-learning and increased needs for connectivity.
This ARPCE report is a signal for operators to strengthen their investments in network infrastructure in order to meet the growing expectations of users and contribute to digital inclusion in Congo.
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