Q-Watch
INTERCEPT ANALYSIS REPORT
The table below represents the feedback on the performance of some selected touch points across all regions for the quarter using key parameters
as a yardstick; this feedback is based on customer’s perception from visits to the selected shops during the period under review. Analysis of the
responses shows how we ‘touch’ MyCustomer® and opportunities for improvement.
‘Shop’s Intercept analysis Q1’ 2014
Region
Western Region
Southern Region
Northern Region
Locations
Shop
Ibadan
Lagos
Cross River
Delta
Nasarawa
Kano
Ibadan service centre
Agege Connect Lite
Eket Connect Lite
Ogwuashiuku Connect Lite
Maraba Connect Lite
Kano Connect Lite
Welcome
Greeting
100
98
100
100
98
90
Shop
Attitude
Product/job skill
Ambience/Look
Towards You knowledge
&Feel
100
100
98
98
98
100
93
100
100
100
97
98
97
96
95
100
80
90
Service Centre Ibadan : Shop displayed MTN values in serving MyCustomer hence achieving a percentage score of 100% each for
Welcome greeting, Attitude towards MyCustomer, Product/Job knowledge while it recorded a 2% decrease in Shop
Ambience/look & feel achieving a percentage score of 98% for the first quarter (Q1) 2014.
Connect Lite-Agege: The touch point achieved a 98% score each for ‘Welcome greeting, Attitude towards MyCustomer and
Product/Job skill knowledge’ with a percentage decrease of 2% each while a satisfactory performance of 100% was achieved for
Shop Ambience/look & look.
Connect Lite-Eket: Shop recorded a good performance achieving a total percentage score of 100% each in Welcome greetings,
Product/Job knowledge and Shop Ambience/look & feel but recorded a decrease of 7% in ‘Attitude towards mycustomers’
achieving a percentage score of 93%.
Connect Lite-Ogwuashiuku: Shop achieved a commendable performance in ‘Welcome greeting and Attitude towards
mycustomers’ reaching a total percentage score of 100% each while a score of 97% and 98% was achieved for Product/Job skill
knowledge and Shop Ambience/look & feel respectively.
Connect Lite-Mararaba: The touch point achieved 98%, 97%, 96% and 95% for Welcome greeting, Attitude towards mycustomer,
Product/Job skill knowledge and Shop Ambiance/look & feel respectively.
Connect Lite-Kano: Shop recorded a percentage achievement of 90% each in Welcome greeting and Shop Ambiance/look & feel.
While a percentage score of 100% & 80% was achieved for Attitude towards MyCustomer and Product/Job skill knowledge
respectively in Q1, 2014.
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