Business
SAFARICOM TOPS COMMUNICATIONS AUTHORITY NETWORK QUALITY REPORT
Communications Authority of Kenya (CA) has released its latest assessment of mobile network service quality for the 2024–2025 financial year, with Safaricom emerging as the top performer.
Under its consumer protection mandate, the CA routinely evaluates the performance of mobile network operators. The assessment uses a Quality of Service (QoS) framework introduced in 2017, which measures performance through three main areas: End-to-End testing (conducted via drive and walk tests), Network Performance (NP-QoS), and Quality of Experience (QoE) gathered from customer surveys.
For the 2024–2025 period, the Authority examined all three operators using these criteria, combining technical measurements with customer feedback and perception data.
The results place Safaricom PLC as the lead in Kenya’s mobile network market in terms of quality and reliability, despite an overall industry-wide decline in performance. Safaricom achieved an overall QoS score of 89.72%, comfortably exceeding the regulatory minimum of 80%. Airtel Kenya followed with 81.14%, while Telkom Kenya recorded 52.76%, a score that falls below compliance standards.
Operator Performance Summary (FY 2024–2025)
| Metric | Safaricom PLC | Airtel Kenya | Telkom Kenya |
| Overall QoS Score | 89.72% | 81.14% | 52.76% |
| End-to-End Drive Test (Core Network Quality) | 90.36% | 76.47% | 47.94% |
| Quality of Experience (Customer Satisfaction) | 70.0% | 68.4% | 60.0% |
| Network Performance Score | 100% | 100% | 60% |
| Regional Performance (Meeting Targets) | 5/5 Regions | 2/5 Regions | 0/5 Regions |
Safaricom recorded the highest scores across all major metrics, particularly in end-to-end network quality where it reached 90.36% the top figure in the market. It also stood out as the only operator that met QoS targets in all five regional zones, indicating reliable nationwide coverage.
The CA’s report points to a four-year decline in overall sector performance, driven by rising data consumption and mounting pressure on existing network systems. Despite these conditions, Safaricom sustained high performance levels and achieved the highest customer satisfaction rating at 70%, even as user satisfaction dropped elsewhere in the industry.
