This archive report was first published on 29 October 2019.
On October 29, 2019, a new survey by Ajua revealed that Safaricom had taken the top spot in customer experience in Kenya, with a net promoter score of 31.
The survey, which was conducted in the third quarter of 2019, showed that Safaricom had displaced Telkom, which was ranked best in Q2 of 2019.
According to the survey, Safaricom's position was attributed to great internet offers and promotions like storo bonus, dabodabo, and tunukiwa among others.
One subscriber quoted by the survey said, "Safaricom has great 4G capability, great promotional materials e.g. 200% bonus and great tariffs."
The strength of a network and its price were ranked top customer experience drivers.
However, Airtel and Telkom were hailed for offering cheaper call rates and amazing data bundles.
On the other hand, Airtel customers cited unstable network connectivity in some areas.
The survey found network (26%), price (16%), and customer service (12%) as the main drivers of customer experience.
