By Editor
Communications Authority of Kenya has ranked Safaricom PLC as the leading mobile network operator in the country in its latest Quality-of-Service (QoS) report for the 2024–2025 financial year, reaffirming the telco’s dominance in network reliability and customer experience.
The report, which evaluates operators under a framework established in 2017, assessed performance across end-to-end network quality, overall network performance, and quality of experience based on customer feedback. The regulator combined technical data from drive and walk tests with consumer perception surveys to provide a comprehensive industry snapshot.
Safaricom emerged top with an overall QoS score of 89.72 percent, comfortably above the regulatory threshold of 80 percent. Airtel Kenya followed with 81.14 percent, while Telkom Kenya lagged behind at 52.76 percent, falling below compliance requirements.
The operator also led in end-to-end network quality, scoring 90.36 percent, the highest among competitors, reflecting strong performance in core network infrastructure. In contrast, Airtel Kenya recorded 76.47 percent, while Telkom Kenya posted 47.94 percent.
On customer experience, Safaricom maintained the highest satisfaction score at 70 percent, ahead of Airtel’s 68.4 percent and Telkom’s 60 percent, even as the report noted a general decline in customer satisfaction across the industry.
Notably, Safaricom was the only operator to meet QoS targets across all five regional clusters, underscoring its consistency in nationwide service delivery. Airtel met targets in two regions, while Telkom failed to meet the required standards in any region.
The Communications Authority report also highlighted a broader downward trend in industry performance over the past four years, attributed to rising data demand and mounting pressure on network infrastructure. Despite this, Safaricom maintained strong scores across all metrics, signaling resilience in a challenging operating environment.
The findings position Safaricom as the benchmark for network quality in Kenya, with the regulator’s independent verification reinforcing the company’s sustained investment in infrastructure and service delivery.
