MTN Nigeria is reaffirming its commitment to placing customers at the core of its business through a renewed, customer-centric strategy that focuses on listening, learning, and acting on feedback. This initiative forms part of a wider effort to strengthen brand loyalty, enhance service quality, and drive sustainable growth within the competitive telecoms landscape.
The company commenced its 2025 Customer Service Week on October 5, 2025, at the MTN Plaza, Ikeja, Lagos, and various other sites nationwide.
Speaking at the event, the Chief Customer Relations and Experience Officer (CCXO, MTN Nigeia Ugonwa Nwoye, stated that the company is consciously evolving from mere service transactions to building meaningful relationships founded on trust and responsiveness.
“Our customers dictate our progress. Every piece of feedback helps us to improve, and every complaint is an opportunity for us to deliver a better service,” she commented.
Over the past year, MTN Nigeria has implemented several measures designed to simplify and personalise its service. These include integrating advanced feedback systems across digital and retail channels, real-time response tracking for complaints, and utilising AI-driven insights to anticipate and resolve service disruptions before they impact users.
During this year’s Customer Service Week, MTN Nigeria is translating its customer promise into tangible action through nationwide “limitless possibilities” activities, live feedback sessions, and direct discussions between executives, regulators, and customers.
The week also features a Customer Engagement Day, where MTN teams will visit high-value customers, regulators, and key business partners in Lagos, Abuja, and Port Harcourt to gather insights and deepen relationships.
The company is confident that this human-first approach will not only boost satisfaction levels but also reinforce its long-term commercial performance.
“Customer experience is now a fundamental business driver,” the CCRO added. “We are designing every aspect of our service based on what customers tell us and what they require. That is how we will grow: by growing alongside them.”
With 84.7 million subscribers, digital ecosystem that extends beyond voice and data, MTN’s renewed emphasis on listening strengthens its position as a partner in Nigeria’s connected future.
