CA Quality Report Places Safaricom Ahead of Competitors

A new Quality-of-Service (QoS) assessment by the Communications Authority of Kenya has highlighted significant differences in customer experience across Kenya’s mobile network operators, despite ongoing investments in infrastructure and service expansion.

The 2024–2025 report shows Safaricom PLC leading the market with an overall QoS score of 89.72 percent, comfortably above the 80 percent regulatory threshold.

Airtel Kenya followed at 81.14 percent, while Telkom Kenya recorded a significantly lower 52.76 percent, reflecting a widening gap in service delivery.

One of the key highlights of the report is the Quality of Experience (QoE) indicator, which measures customer satisfaction.

Safaricom led with 70 percent, ahead of Airtel at 68.4 percent and Telkom at 60 percent, indicating that user perception continues to closely mirror network performance rankings.

The regulator’s findings, based on drive tests, network performance audits, and customer surveys, also show that Safaricom remains the only operator delivering consistent service across all five regional clusters, reinforcing its strong nationwide presence.

While both Safaricom and Airtel achieved 100 percent in network performance metrics, differences emerged in real-world usage, where congestion, coverage gaps, and service interruptions continue to affect user experience—particularly for lower-performing operators.

The Communications Authority notes that the industry is operating under increasing strain as data consumption rises sharply, placing pressure on infrastructure and impacting service consistency across the board.

The report ultimately underscores a growing customer experience divide in Kenya’s telecom sector, where performance is no longer defined only by technical capability, but by how consistently users can access reliable service in everyday use.