The latest Quality-of-Service (QoS) report by the Communications Authority of Kenya is not just a performance scorecard—it is a strong signal that stricter oversight and reforms may be needed in Kenya’s telecommunications sector.
The 2024–2025 findings reveal that while Safaricom PLC continues to exceed expectations with an 89.72 percent score, the overall industry is experiencing a steady decline in service quality, raising regulatory concerns over compliance and consumer protection.
Airtel Kenya barely met the required threshold at 81.14 percent, while Telkom Kenya fell significantly short at 52.76 percent—well below the 80 percent benchmark set by the regulator.
The report underscores gaps in regional coverage, customer experience, and network reliability, with only Safaricom meeting all performance targets nationwide. This uneven performance has prompted concerns about whether current regulatory measures are sufficient to ensure consistent service delivery across all operators.
With a four-year downward trend in overall industry performance, the regulator is now under pressure to enforce stricter compliance measures, push for increased infrastructure investment, and ensure operators meet minimum service standards.
Analysts say the findings could trigger policy shifts, including tougher penalties for underperformance and more rigorous monitoring of network quality, as the government seeks to safeguard consumers and support Kenya’s rapidly expanding digital economy.
The report ultimately positions the regulator at a critical crossroads—balancing industry growth with accountability—while signaling that operators who fail to meet standards may face increased scrutiny in the months ahead.
Got a news tip? Please send us an email at info@nairobidaily.com
