The Communications Authority of Kenya (CA) has just published its most recent Quality-of-Service (QoS) performance report, covering the financial year 2024–2025. The report has positioned Safaricom at the top of the country’s mobile network rankings, even as the broader industry continues to experience a downward trend in overall performance.
The regulator monitors mobile operators as part of its consumer protection mandate eveluating performance using a framework introduced in 2017. This framework assesses networks based on End-to-End testing (drive and walk tests), Network Performance (NP-QoS) and Quality of Experience (QoE) based on customer surveys.
According to the report, Safaricom recorded an overall QoS score of 89.72%. This is above the regulatory threshold of 80%. This places the operator ahead of Airtel Kenya at 81.14% and Telkom Kenya came in third at 52.76%, below compliance levels.
Safaricom also led in critical technical and user-focused categories. These are some of its scores.
- End-to-End Drive Test (Network Quality): 90.36%
- Quality of Experience (Customer Satisfaction): 70.0%
- Network Performance Score: 100%
- Regional Coverage Compliance: 5 out of 5 regions
The report also revealed a bigger concern showing a four-year downward trend in overall industry QoS performance. The decline is as a recult of increased data demand and growing pressure on existing network infrastructure.
Safaricom has still sustained relatively high performance levels in customer experience even with the challenges. The telco has recorded the highest score among all operators.
Airtel Kenya followed with a QoE score of 68.4%, while Telkom Kenya lagged at 60.0%. This shows how the operators differ in both technical capability and customer perception.
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