In the space of one year, 60,383 Nigerian telecom subscribers ported to other networks in search of improved services, according to the latest Mobile Number Portability (MNP) report from the Nigerian Communications Commission (NCC).
The data, covering October 2023 to October 2024, reveals increasing dissatisfaction among users and intensifying competition among network providers.
9mobile topped the chart for outgoing porting requests, with customers leaving in large numbers due to perceived service quality issues. The network experienced a significant outflow in September 2024, contributing to a monthly total of 7,886 ported numbers across all providers.
Globacom recorded the second-highest subscriber losses, with a peak outflow of 455 users in February 2024. Despite its reputation for competitive data pricing, Glo’s retention strategies appear insufficient to prevent customer churn, as subscribers continue to seek alternatives. As the market leader, MTN saw varied subscriber losses throughout the year. While its strong market presence provides stability, the data highlights the need for consistent improvements in customer experience. Airtel recorded the least number of outgoing subscribers, showing strong retention capabilities. Its lowest porting-out figure was in October 2023, with just 18 users leaving the network, a testament to its reliable services and customer-focused approach.
Airtel showed steady growth in attracting new customers, with its inbound porting numbers rising from 1,034 in October 2023 to 1,747 by October 2024.
A remarkable jump occurred between July and August 2024, where 2,287 customers switched to Airtel, reflecting confidence in the network. MTN also maintained a strong performance in inbound porting, peaking at 4,238 in July 2024. Although its numbers slightly dipped to 3,624 by October 2024, MTN remained the top choice for porting subscribers.
Globacom’s inbound porting figures were inconsistent, with peaks like 483 in July 2024 followed by declines to 451 in October 2024.
While Glo occasionally attracted new users, it struggled to match the steady gains of Airtel and MTN.
9mobile attracted the fewest inbound subscribers, with its numbers dropping from 126 in October 2023 to just 25 in October 2024. Despite modest improvements in some months, such as January 2024 with 156 ported numbers, the network continues to face challenges in appealing to new customers.
Industry experts point to several factors influencing the shifting porting landscape. They include; service quality which borders on reliable network coverage and minimal disruptions are key drivers for customer loyalty.
Another is competitive offers as operators with attractive pricing and data bundles are more likely to draw new subscribers.
Strong after-sales service and issue resolution play a critical role in retaining customers is another factor.
Analysts note that the rise in porting activity highlights the growing demand for quality services in Nigeria’s telecom sector.
As customers become more discerning, network providers must innovate and invest in infrastructure to remain competitive.
Forecasts already indicated that 2025 will be critical as operators work to balance subscriber retention with aggressive acquisition strategies.
Again, telecoms are cranking up pressure on the federal government to quickly approve a 100 per cent hike in tariff to enable offer better services and mitigate losses.
Source: https://thesun.ng/60383-telecom-subscribers-switch-providers-in-search-of-better-service/