Telkom Kenya Loses to Safaricom for Telcos with the Best Customer Experience



Kenya ICT regulator, the Communications Authority (CA) has since reported that mobile penetration in the country has crossed the 100 percent mark. Many locals have dual SIM devices and own two or more SIM cards because different carriers have services and products that others don’t, such as cheaper voice and data packages sold by Telkom and Airtel Kenya, and Safaricom’s upper hand in a robust and broader LTE coverage, not to mention its stand in the mobile money space with M-PESA.

Kenya is currently gobbling up digital services, and the telco industry has been instrumental in pushing the online agenda. Mobile carriers and their associated businesses make significant contributions to the nation’s gross domestic product too. Put differently, telecoms have the largest number of daily users, hence providing the best customer experience is mandatory, although its quality is often not the best.

It is evident that the telco space is dominated by Safaricom, and efforts to declare the carrier a dominant player have not been successful. We have covered the concerns raised by the likes of Telkom and Airtel, which argue that Safaricom’s massive market share is a hindrance to fair competition, and does not encourage innovation. As a result, customers tend to choose to be loyal to a brand because of its positive presence other than continuing to use telco services at least as much as before.

That aside, customer experience in the industry jumped from 27 in Q2 to 31 Q3. These numbers were reviewed by Ajua, a customer experience platform. Furthermore, data from the organization reveals that Safaricom has the best customer experience, replacing Telkom Kenya that topped the charts in the preceding quarter. Safaricom’s growth has been linked to a series of great offers for data services and voice calls.

It also appears that Safaricom has been a good job educating consumers about their data usage patterns because people were complaining about fast depletion of their internet-accessing nuggets. It has also introduced data and voice bundles that do not expire.

The second spot is taken by Telkom and Airtel with an NPS of 28. Both carriers have attractive data and voice plans, but coverage is limited to urban centres, and are marked constant complaints from customers on social media platforms.

Airtel and Telkom are planning to combine their operations before the year ends, but the process has not been without issue. Safaricom is still pushing for equal access to the spectrum because the merger would effectively give Airtel-Telkom a larger share of the limited resource. Telkom also owes Safaricom money and wants to be cleared before the merger materializes.

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Kenn Abuya is a friend of technology, with bias in enterprise and mobile tech. Share your thoughts, tips and hate mail at [email protected]


  1. Safaricom is undisputed market leader in Mpesa services but when it comes to voice calls with all leads the way.

  2. Safaricom is a market leader. Its a Corporate company that listens to the customers and provides solution because they are willing to transform lives. The company is Simple, Transparent and Honest in terms of providing Products and Services that are relevant to the customers. Its a company to emulate and learn from when it comes to business.

  3. Hey telcom is the best just carry out a real survey and you’ll know … safaricom ni mpesa tu otherwise the whole telco is nothing literally b**shit

  4. I have been using Safaricom since 2014 and it helped me a lot in term of MBs, but just days my data goes as fast as hare when I just watch one or two minutes video on FB.
    I am really not comfortable while I purchase a lot of MBs .

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