According to the latest report by the Communication Authority of Kenya (CA), Airtel Kenya and Telkom are the two least-performing networks in the country.
The quality-of-service (QoS) performance for the 2022–23 financial year report measured operators on network performance, quality of service, quality of experience, and end-to-end quality of service.
Overall, Telkom performed badly, with 65 percent, followed by Airtel at 79 percent.
“Airtel Kenya Networks and Telkom Kenya failed to, not only meet their coverage targets, but a number of the most critical QoS KPIs, and particularly the “Unsuccessful Call Ratio” and Data Internet KPIs which is an indicator for coverage and internet availability/accessibility respectively,” CA data reads.
“Aging BTSs and Sparse deployment of BTS is the major contributing factor to the failure by Airtel and Telkom Kenya to meet the KPI thresholds.”
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However, Safaricom was number one at 90 percent.
The customer satisfaction and perception survey carried out and published by April 2023 served as a model for this study, done throughout 44 counties.
In Mombasa, Kwale, Lamu, Nairobi, Busia, Kiambu, and Nyandarua counties, Safaricom scored a perfect 100 percent; in Vihiga and Kajiado, however, it scored the lowest, at 63.64 percent.
With 43.7 percent of Kenya's total market share, Safaricom has the highest client base of any telecom company.
On the other hand, the Airtel network performed better at 90.91 percent in the counties of Mombasa, Machakos, Nyandarua, Muranga, Nakuru, Kericho, Siaya, Homa Bay, Migori, and Nairobi.
In Baringo and Laikipia, it recorded a rating of 45.5 percent.
Likewise, Telkom Kenya Limited performed better in Vihiga, Mombasa, Nairobi, and Nakuru devolved units at 72.73 percent, while the lowest score was 36.36 percent in Muranga and Laikipia counties.
