Customer satisfaction across Kenya’s mobile networks is on a downward trend, with the latest report by the Communications Authority of Kenya revealing growing concerns over service quality despite increased connectivity.
The Quality-of-Service (QoS) assessment for the 2024–2025 financial year shows that while more Kenyans are relying on mobile data than ever before, their overall experience is gradually declining.
The report, which incorporates customer feedback alongside technical performance data, highlights a widening gap between user expectations and actual service delivery.
Safaricom PLC recorded the highest customer satisfaction score at 70 percent, followed closely by Airtel Kenya at 68.4 percent, while Telkom Kenya lagged behind at 60 percent.
Despite Safaricom maintaining the lead, the report indicates that satisfaction levels across the sector are under pressure, largely driven by network congestion and the rapid growth in data usage.
Consumers are increasingly demanding faster, more reliable connections, putting operators under strain to keep up.
The findings also reveal that only Safaricom was able to maintain consistent service quality across all regions, while competitors struggled with uneven performance—further impacting user experience in different parts of the country.
With Kenya’s digital economy expanding rapidly, the report signals a critical moment for telecom operators to prioritize customer experience, invest in stronger infrastructure, and address persistent service gaps to meet rising consumer expectations.
