Safaricom Tops Regulator’s Network Quality Rankings as Industry Performance Slip
By Jeff Kizzilah/Digital Editor
The (CA) has released its latest Quality-of-Service (QoS) performance report for the financial year 2024–2025, reaffirming as the country’s leading mobile network operator in quality, reliability, and consistency.
The report, conducted under the CA’s QoS Assessment Framework established in 2017, evaluates operators using a comprehensive approach that combines end-to-end technical testing, network performance metrics, and customer experience surveys.
According to the findings, Safaricom achieved an overall QoS score of 89.72%, significantly surpassing the regulatory threshold of 80%. followed with 81.14%, while lagged behind at 52.76%, falling below compliance requirements.
Safaricom emerged as the top performer across all key indicators. In end-to-end network quality, the operator recorded 90.36%, the highest in the market, reflecting strong core network performance. It also posted a 100% network performance score and stood out as the only operator to meet QoS targets in all five regional clusters, demonstrating unmatched nationwide consistency.
On customer experience, Safaricom again led the market with a 70% satisfaction score, outperforming its competitors despite an overall decline in consumer satisfaction across the industry.
The CA report further highlights a concerning four-year downward trend in overall sector performance, attributed to rising data demand and increased pressure on network infrastructure. Despite these challenges, Safaricom has maintained strong service delivery, underscoring the impact of sustained investment in infrastructure and innovation.
The findings position Safaricom as the benchmark for mobile network quality in Kenya, offering a balance of technical excellence, customer trust, and operational resilience. As the country’s digital economy continues to expand, the report underscores the importance of continued investment and innovation to meet growing connectivity demands.
The CA noted that the QoS assessments remain a critical tool in safeguarding consumer interests and ensuring accountability among service providers, as Kenya advances toward a more digitally connected future.
