Safaricom’s “One App” Gamble Sparks Mixed Reactions as Customers Shift from M-PESA Platform
By Jeff Kizzilah/Digital Editor
Safaricom has unveiled its new My One App platform, a move aimed at consolidating its digital services into a single, all-in-one mobile experience. The platform is designed to bring together key services previously accessed through separate applications, including the widely used app.
According to Safaricom, the My One App seeks to simplify customer experience by offering a centralized hub where users can access financial services, communication tools, and other digital solutions in one place. The initiative reflects the company’s broader strategy to enhance convenience, efficiency, and digital integration for its millions of subscribers.
However, the transition has sparked mixed reactions among customers. While some users have welcomed the innovation and the convenience of having multiple services under one platform, others have expressed concerns over usability, system performance, and the shift away from the standalone M-PESA app they have grown accustomed to.
Industry observers note that the success of the My One App will largely depend on its reliability, user-friendliness, and Safaricom’s responsiveness to customer feedback during the transition period. Any disruptions, particularly involving mobile money services, could significantly impact customer trust.
Safaricom has assured users that it is continuously improving the platform and addressing emerging challenges to ensure a seamless experience. The company has also encouraged customers to provide feedback as it refines the app to better meet user needs.
The rollout of the My One App marks a significant step in Safaricom’s digital evolution, signaling a shift toward integrated service delivery in Kenya’s fast-growing digital economy.
