Mobile number portability in Ghana: six years of customer satisfaction

Abstract

Mobile number porting started in Ghana on 7^th July, 2011, almost 20 years after mobile telecommunications services commenced in Ghana. At its birthing in Ghana, it was envisaged that Mobile Number Portability (MNP) will eliminate the inability of end users to switch networks while retaining the same telephone number, thereby increasing subscriber choice. For a fact, an increase in subscriber choice means greater competition which should lead to improved customer service and maybe cost reduction to the customer. This study took a look at the statistics on mobile number porting in Ghana in comparison to global figures and the changes if need be that can be effected to improve on the statistics. The principal finding of this research was that MNP is a very welcome relief to mobile telephone subscribers who claimed that it was long overdue. Additionally, the study found that the duration for porting from one network to another had improved significantly compared to the nascent stages when it could take days.

Keywords: Mobile Number Portability, Ghana, Cellular Communications, Telco, Number Porting, NCA