Safaricom Tops in Latest Communications Authority Network Quality Report

Communications Authority of Kenya has ranked Safaricom PLC as the leading mobile network operator in quality, reliability, and consistency in its latest Quality-of-Service (QoS) report for the 2024–2025 financial year.

The regulator’s assessment, conducted under the QoS framework established in 2017, evaluated operators based on end-to-end network performance, customer experience, and overall service delivery. The report shows Safaricom posting an impressive overall score of 89.72 percent, well above the regulatory threshold of 80 percent.

This places it ahead of Airtel Kenya, which scored 81.14 percent, and Telkom Kenya, which lagged behind at 52.76 percent, falling below compliance requirements.

According to the findings, Safaricom led across all key performance indicators, including end-to-end network quality, where it scored 90.36 percent—the highest among the three operators. It also emerged as the only provider to meet quality targets across all five regional clusters, underscoring its consistent nationwide service delivery.

The report further highlights a concerning four-year decline in overall industry performance, attributed to increasing demand for data and mounting pressure on network infrastructure. Despite this trend, Safaricom maintained strong performance levels and recorded the highest customer satisfaction score at 70 percent, reflecting resilience in a challenging operating environment.

In contrast, Airtel Kenya met performance targets in only two out of five regions, while Telkom Kenya failed to meet targets in any region and recorded significantly lower scores across most metrics.

The Communications Authority notes that the results are independently verified, providing credible insight into the state of mobile network performance in the country. The findings position Safaricom as the benchmark for nationwide connectivity, combining strong infrastructure investment, operational efficiency, and customer trust.