Safaricom Leads Kenya’s Network Quality Rankings as Industry Performance Declines

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By Irene


Kenya’s telecommunications sector is facing growing pressure, even as Safaricom continues to stand out as the country’s top-performing mobile network provider.

In its latest Quality-of-Service (QoS) report for the 2024–2025 financial year, the Communications Authority of Kenya (CA) reaffirmed Safaricom’s dominance in network quality, reliability, and nationwide consistency. The report, conducted under the regulator’s QoS Assessment Framework established in 2017, evaluates mobile operators through a mix of technical testing, network performance data, and customer experience surveys.

Safaricom achieved an overall QoS score of 89.72 percent, comfortably exceeding the regulatory threshold of 80 percent. Airtel Kenya followed with 81.14 percent, also meeting compliance standards, while Telkom Kenya lagged significantly behind at 52.76 percent, falling short of the required benchmark.

The report shows Safaricom leading across all key performance indicators. It posted the highest end-to-end network quality score at 90.36 percent, reflecting strong core infrastructure. Notably, the operator achieved a perfect 100 percent score in network performance and was the only provider to meet QoS targets in all five regional clusters—underscoring its unmatched national coverage and consistency.

Customer experience data also placed Safaricom ahead of its rivals, with a satisfaction score of 70 percent. This comes despite an overall decline in consumer satisfaction across the sector, signaling broader challenges affecting the industry.
According to the CA, the telecommunications sector has recorded a steady decline in performance over the past four years. This trend is largely attributed to surging data demand and increasing strain on existing network infrastructure. However, Safaricom’s continued investment in infrastructure and innovation has enabled it to maintain high service standards amid these pressures.

The regulator emphasized that QoS assessments remain a critical mechanism for protecting consumer interests and holding operators accountable. As Kenya’s digital economy expands, the findings highlight the urgent need for sustained investment to support rising connectivity demands and ensure consistent service delivery across the country.

With its strong performance across technical and customer-focused metrics, Safaricom has once again set the benchmark for mobile network quality in Kenya—reinforcing its position as a key player in the nation’s digital transformation.

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