LTA Commissions Telecom Nationwide Consumers’ Survey

The Liberia Telecommunications Authority (LTA) has partnered with ADARA-Research Management Consulting (ADARA-RMC).

The partnership is to conduct a comprehensive national consumers’ satisfaction survey of telecommunications services.

The initiative, announced by ADARA-RMC, is to generate independent, statistically representative evidence on the real experiences of consumers navigating poor network quality, high costs, and weak customer service.

The survey will assess key indicators, including service quality, affordability, accessibility, and customer care to strengthen evidence-based regulation, and consumer protection,” ADARA-RMC stated.

The partnership comes amid persistent public complaints about dropped calls, slow internet, expensive data, and call tariffs, mobile money disruptions, and poor responsiveness from major GSM operators.

LTA, as the statutory regulator for the sector, is responsible for licensing operators, setting regulatory standards, and protecting consumer interests.

Stakeholders say, the lack of recent independent nationwide data has made it difficult to enforce quality standards, and hold operators accountable.

The new survey is expected to provide the LTA with credible, data-driven insights to guide regulatory enforcement, policy decisions, and consumer protection interventions, including how Liberians perceive value for money, and service delivery.

ADARA-RMC, a Liberian research, and management consulting firm, has recently partnered with several public institutions, including the Liberia Maritime Authority (LiMA), where it completed an Institutional Capacity, and Needs Assessment.

LTA has not yet announced the official timeline, sample size, or counties to be covered under the nationwide survey, but the move is already being welcomed by consumer advocates as a step to more transparent, and evidence-based regulation of the telecom sector.