Senior officials of MTN Ghana and MobileMoney Fintech LTD (MMFL) today defied scorching sunny weather to engage customers in the Ashaiman Municipality of the Greater Accra Region.
Today’s customer appreciation exercise, which is held nationwide, was led by the Chief Executive Officer of MMFL, Shaibu Haruna and the Chief Customer Relations Officer of MTN Ghana, Mrs Jemima Kotei Walsh.
They led the team to engage several customers at the Ashaiman Timber Market and Kuffour Station as part of the 30th anniversary of MTN Ghana and its Customer Service Week celebrations.
The exercise brought senior executives and staff directly to customers to gather firsthand feedback, provide support and educate the public on digital financial services, self-service options and fraud prevention.
The team moved from shop to shop to engage traders, business owners and other customers on their experiences with the companies’ services.
The engagement also provided customers with a direct platform to raise concerns, share feedback and seek clarification on various services, while the teams presented gifts to selected customers in recognition of their loyalty and continued patronage over the years.
Speaking during the exercise, Mr Haruna explained that the outreach reflected the company’s commitment to staying close to its customers and understanding their evolving needs.
He added that officials had been divided into groups to enable them to reach more customers across the Ashaiman Timber Market, Kuffour Station and other parts of the municipality.
The exercise, Mr Haruna noted, goes beyond an anniversary celebration, serving as an important avenue for obtaining firsthand information about customers’ experiences and identifying areas where services could be improved.
Sales and customer-facing teams interacted with the public regularly; direct engagements involving senior executives provided deeper insight into some of the practical challenges customers encountered when using the companies’ services, he noted.
The feedback gathered through such engagements is critical to developing products and services capable of delivering meaningful value to individuals, traders and businesses, Mr Haruna added.
He described micro and small enterprises as a critical pillar of Ghana’s economy, stressing that digital financial services must respond effectively to the everyday needs of traders and entrepreneurs.
While identifying payments, savings, investments and insurance as key areas where technology and digital financial solutions could help small businesses operate more efficiently and strengthen their financial resilience.
According to him, MMFL would continue to develop innovative solutions aimed at making financial services more accessible, convenient and relevant to customers.
He cited the introduction of a self-service PIN reset feature on the company’s mobile application as one of the innovations designed to improve convenience for customers.
The feature, he explained, allows customers to reset their PINs without having to travel to a physical service centre, reducing inconvenience and giving users greater control over their accounts.
The CEO was emphatic that customer satisfaction remained central to the company’s mission, pledging to continue engaging users and introducing targeted innovations that respond to their needs while delivering secure, accessible and convenient telecommunications and financial services.
On her part, the Chief Customer Relations Officer of MTN Ghana, Mrs Jemima Kotei Walsh, assured that the company would continue to intensify public education to help customers recognise fraudulent schemes and take appropriate measures to protect their accounts, personal data and funds.
She therefore urged customers of the MTN network to remain vigilant and strictly avoid sharing sensitive information, particularly their Mobile Money PINs, with third parties.
Additionally, outreach teams guided users relying on USSD channels through available self-service options, empowering them to execute key transactions and manage their accounts independently without visiting physical service centres.
According to her, the initiative forms part of MTN’s broader efforts to equip customers with the knowledge and tools needed to access and use digital financial and telecommunications services safely, securely and conveniently.
She said the company has dedicated the entire month to appreciating customers and listening directly to their concerns.
She said taking the engagement to markets and business centres was deliberate, as it enabled MTN executives to meet customers in their own environments and gain a better understanding of their expectations and experiences.
The response from traders and other customers in Ashaiman had been encouraging, with many taking advantage of the exercise to raise questions, seek clarification and provide feedback on MTN’s services.
Mrs Kotei Walsh said customer feedback remained an important component of MTN’s operations because it helped the company identify service gaps and determine areas requiring improvement.
She stressed that MTN’s relationship with its customers went beyond the provision of telecommunications services, adding that sustained engagement was essential to building trust and delivering services that responded to customers’ changing needs.
Mrs Kotei Walsh disclosed that similar market engagements were being undertaken concurrently in Kumasi and Takoradi as part of MTN’s 30th anniversary and Customer Service Week activities.
She said additional engagements were planned in other regions to ensure that more customers across the country had the opportunity to interact directly with the company.
The exercise also provided an opportunity for MTN Ghana and MobileMoney Fintech LTD to reinforce their commitment to digital inclusion by ensuring that customers, particularly traders and small business operators, were equipped to benefit from emerging digital financial solutions.
