Overall, the report reinforces Safaricom’s position as Kenya’s network quality leader, driven by consistent performance across technical metrics, nationwide coverage, and customer experience.
Safaricom PLC has emerged as the top-performing mobile network operator in Kenya in the latest Quality of Service (QoS) assessment for the 2024–2025 financial year, outperforming rivals across key network performance indicators.
According to the report by the Communications Authority of Kenya, Safaricom recorded an overall QoS score of 89.72%, comfortably surpassing the regulatory threshold of 80% and ranking highest among all operators. Its closest competitor, Airtel Networks Kenya Limited, posted 81.14%, while Telkom Kenya Limited trailed significantly at 52.76% .
Safaricom’s dominance was particularly evident in end-to-end network quality, where it achieved 90.36%, far exceeding the 80% target. In comparison, Airtel scored 76.47% and Telkom recorded 47.94% . The operator also stood out geographically, meeting QoS targets in all five regional clusters assessed nationwide, a feat unmatched by its competitors.
In terms of network performance metrics, Safaricom delivered near-perfect results, including low call drop rates (0.51%), high handover success rates (98.89%), and strong data service availability (98.50%). These indicators reflect a robust and reliable network infrastructure capable of supporting growing demand for voice and data services .
On the customer experience front, Safaricom again led with a 70.0% satisfaction score, ahead of Airtel’s 68.4% and Telkom’s 60.0%. While these scores represent a slight decline from the previous year across the industry, Safaricom maintained its lead in overall user perception and service quality .
The regulator noted that despite Safaricom’s strong performance, the broader industry shows signs of declining QoS trends, underscoring the need for increased investment in network infrastructure to keep pace with rising consumer demand and expanding digital services.
Overall, the report reinforces Safaricom’s position as Kenya’s network quality leader, driven by consistent performance across technical metrics, nationwide coverage, and customer experience.
