Safaricom Reigns As Airtel Is Ranked Worst Service Provider In 2021


A new report has shown that Airtel Kenya had the worst mobile cellular services in 2021.

A quality of service report by the Communications Authority of Kenya (CA) ranked the telecommunication company the worst service provider despite posting the highest improvement.

Airtel posted a service quality score of 65.45 percent in 2021 which was up from 52 percent in 2020.

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The improvement by Airtel was linked to its efforts to meet the regulatory minimum threshold on the quality of calls across the country.

For instance, in 2021, 270 sites were upgraded from 2G and 3G sites to 4G. At the same time, more than 400 sites were added in upcountry towns and highways.

Telkom Kenya was ranked the second-worst service provider having attained a service quality score of 67.5 percent down from 73 percent in the previous year.

Safaricom retained it’s position as the best service provider with a service quality score of 92.7 percent, an improvement from 92 percent in 2020.

It also emerged as the only company to comply with CA’s 80 percent service quality compliance threshold for the service providers.

“The authority monitors the quality of mobile cellular services provided by mobile network operators to ensure that consumers are protected. The authority monitored the quality of service for the three mobile network operators across 44 counties,” CA said.

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