This archive report was first published on 24 October 2019.
October 24, 2019, marked Safaricom's 19th birthday, a milestone the leading telecommunications company celebrated with a gift to its subscribers. However, the free airtime and data bundles that customers had already enjoyed were not the main gift, according to Safaricom.
Instead, the telco offered its customers the chance to hear directly from the acting Chief Executive Officer (CEO) Michael Joseph. To do so, customers were instructed to call 133, a number that many hoped would provide a unique opportunity to speak with the CEO.
However, upon calling the number, customers were met with an audio speech from Michael Joseph, rather than a direct conversation. The quality of the audio was also a letdown, failing to match the expectations of Safaricom's multi-billion dollar customer base.
"Thank you so much for being our customer and for your continued support. As we mark our 19th birthday this week, I'll like to re-affirm our commitment to serve you better and to make Safaricom better," Michael Joseph said in the audio.
While the audio may have been a well-intentioned gesture, it fell flat with many customers, who were more interested in speaking directly with the CEO. The experience was a far cry from the engaging 'Mteja' audio by Maggie Wazome, which, although not bringing good news, was at least entertaining.
It's clear that Safaricom's attempt to show customers that the company is simple, transparent, and honest has not been well-received. The audio from the CEO lacked a conversational tone, making it feel more like a plain speech than a genuine attempt to engage with customers.
Despite this, Safaricom's customers have been preoccupied with the millions of worth of free airtime and data bundles they received due to a technical glitch at the company. This was not the first time Safaricom's customers have benefited from a technical glitch, with the company losing billions in the process.
