📊 Ticket Tag Growth Analysis
Jan-Feb 2026 vs Jan-Feb 2025 · Ghana · Source: Freshdesk via Snowflake
Fastest Growing Tag
Savings_General_Info
+2,738% YoY (50 → 1,419)
Biggest Absolute Surge
Reduced Score (NM)
21 → 4,173 tickets
Biggest Decliner
Bureau/Clearance
-95% YoY (1,119 → 62)
Feb 2026 Arrears Rate
12.8%
Highest in 17-month series
1. Tag Growth — YoY Comparison
Top Growers — Detail
| Tag | 2025 | 2026 | Growth |
|---|
| Savings_General_Information | 50 | 1,419 | +2,738% |
| Follow up | 29 | 334 | +1,052% |
| Loan Cancellation | 18 | 106 | +489% |
| Repayment - USSD Challenges | 34 | 129 | +279% |
| Disbursement - Approved State | 1,147 | 4,350 | +279% |
| General - Contact Details | 67 | 246 | +267% |
| General - Wrong Company | 224 | 796 | +255% |
| Repayment - Reconciliation | 1,048 | 2,553 | +144% |
| Fidoscore - Technical Challenge | 191 | 436 | +128% |
| General B2B | 543 | 1,176 | +117% |
| Repayment - In-App Challenges | 228 | 467 | +105% |
| Unreachable | 12,157 | 24,387 | +101% |
| Repayment - Extension | 1,049 | 2,084 | +99% |
Top Decliners — Detail
| Tag | 2025 | 2026 | Growth |
|---|
| Unanswered | 161 | 3 | -98% |
| Login - Biometric | 107 | 5 | -95% |
| Bureau/Clearance | 1,119 | 62 | -95% |
| Unintended Contact | 295 | 27 | -91% |
| KYC - Error Feedback | 472 | 64 | -86% |
| Fidoscore - Enquiry | 553 | 75 | -86% |
| Referral - Bonus | 124 | 22 | -82% |
| KYC - Selfie | 565 | 111 | -80% |
| Top up - Enquiry | 110 | 32 | -71% |
| Business Credit - Partnership | 100 | 30 | -70% |
2. "Reduced Score (NM Fido Score)" — Deep Dive
Monthly Ticket Volume — Oct 2024 to Feb 2026
Weekly Ticket Volume — Dec 2025 to Feb 2026
Inflection point: June 2025 — Tickets jumped from 6 → 122 (+1,933%), coinciding with the NM Fido Score model rollout. Growth continued to a peak of 1,107 in Jan 2026, then declined 14% in Feb. Weekly data shows a clear downward slope through Feb (360/wk peak → 137/wk).
3. Reduced Score Tickets vs Arrears Rate
Dual Axis — Score Tickets vs Arrears Rate
Side-by-Side Data
| Month | Score Tickets | Loans → Arrears | Total Disbursements | Arrears Rate |
|---|
| Oct 2024 | 4 | 11,311 | 171,198 | 6.6% |
| Nov 2024 | 8 | 12,028 | 168,787 | 7.1% |
| Dec 2024 | 7 | 10,573 | 186,904 | 5.7% |
| Jan 2025 | 11 | 12,013 | 144,539 | 8.3% |
| Feb 2025 | 5 | 11,744 | 146,006 | 8.0% |
| Mar 2025 | 1 | 12,425 | 177,786 | 7.0% |
| Apr 2025 | 3 | 13,847 | 180,377 | 7.7% |
| May 2025 | 6 | 14,680 | 196,489 | 7.5% |
| Jun 2025 | 122 | 15,204 | 206,910 | 7.3% |
| Jul 2025 | 168 | 20,197 | 197,795 | 10.2% |
| Aug 2025 | 103 | 16,919 | 194,458 | 8.7% |
| Sep 2025 | 237 | 16,938 | 189,413 | 8.9% |
| Oct 2025 | 448 | 19,495 | 203,985 | 9.6% |
| Nov 2025 | 356 | 13,977 | 182,316 | 7.7% |
| Dec 2025 | 890 | 16,008 | 209,850 | 7.6% |
| Jan 2026 | 1,107 | 13,292 | 165,250 | 8.0% |
| Feb 2026 | 951 | 20,050 | 156,402 | 12.8% |
4. Key Findings
1. Score complaints are a leading indicator of portfolio stress. The Jun 2025 inflection in "Reduced Score" tickets preceded the sustained rise in arrears rates. Customers who complain about score drops are signaling credit stress before they default.
2. Feb 2026 divergence is a red flag. Score tickets declined 14% (possible model stabilization or borrower fatigue) while arrears hit 12.8% — the highest in 17 months. The underlying credit stress is still intensifying even as complaints subside.
3. Savings launch drove massive tag growth. Savings_General_Information went from 50 → 1,419 (+2,738%), likely from the EasySave launch. This is expected product adoption noise, not a defect signal.
4. Payment infrastructure under pressure. Reconciliation (+144%), USSD Challenges (+279%), and Payment Method Issues (+73%) all point to payment processing friction that warrants infra review.
5. KYC and Bureau improvements are working. Bureau/Clearance (-95%), KYC - Selfie (-80%), and Login - Biometric (-95%) show that technical improvements in onboarding have paid off.