NAIROBI, Kenya — Safaricom has emerged as Kenya’s top-performing mobile network operator in terms of quality of service, according to the latest Communications Authority of Kenya assessment for the 2024–2025 financial year.
The regulator’s Quality-of-Service report places Safaricom at the top with a score of 89.72pc, followed by Airtel Kenya at 81.14pc, while Telkom Kenya trails at 52.76pc, falling below the regulatory compliance threshold.
The Kenya mobile network quality assessment, conducted under CA’s established 2017 QoS framework, evaluates operators across three key areas: end-to-end network performance through drive and walk tests, network performance indicators, and customer experience surveys.
Safaricom led across all major metrics in the Kenya mobile network quality review, recording a 90.36pc score in end-to-end drive tests, compared to Airtel’s 76.47pc and Telkom’s 47.94pc. The operator also achieved a 100pc network performance score, matching Airtel, while Telkom recorded 60pc.
Kenya Mobile Network Quality Customer Experience
In customer experience, Safaricom maintained the highest satisfaction rating at 70pc, slightly ahead of Airtel’s 68.4pc, with Telkom at 60pc. The Kenya mobile network quality report further shows Safaricom as the only operator to meet performance targets across all five regional clusters, underscoring its nationwide consistency in service delivery.
Despite strong results from leading operators, the CA report highlights a broader decline in overall industry performance over the past four years, driven by rising data demand and increased strain on telecom infrastructure.
Even so, Safaricom has maintained its lead across all core indicators in the Kenya mobile network quality assessment, reinforcing its position as the country’s most reliable mobile network provider.
Kenya Mobile Network Quality Sector Implications
The Communications Authority says the Kenya mobile network quality findings provide independent confirmation of operator performance and highlight widening gaps in service quality across the sector.
As Kenya’s digital economy continues to expand, the report positions Safaricom as the benchmark for mobile connectivity, while Airtel and Telkom face growing pressure to improve network quality and coverage.
The Kenya mobile network quality results have significant implications for consumer choice and the government’s digital inclusion agenda under the Kenya Digital Masterplan.
