Safaricom Dominance Grows as Rivals Lag in Key Network Indicators

Sustained investment in network infrastructure is emerging as the defining factor in Kenya’s telecom sector, with the latest report by the Communications Authority of Kenya showing a clear link between capital spending and service quality.

According to the 2024–2025 Quality-of-Service (QoS) findings, Safaricom PLC has cemented its dominance by consistently investing in network expansion and upgrades, allowing it to outperform competitors across all key performance indicators.

Safaricom recorded an overall QoS score of 89.72 percent and achieved the highest rating in end-to-end network quality at 90.36 percent. It also remains the only operator to meet regulatory targets in all five regions, demonstrating the impact of long-term infrastructure development.

In contrast, Airtel Kenya and Telkom Kenya appear to be feeling the effects of slower or uneven investment. Airtel narrowly met the compliance threshold at 81.14 percent and achieved regional targets in just two areas, while Telkom fell short across all metrics, posting 52.76 percent and failing to meet standards in any region.

The report also notes that increasing demand for data services is placing pressure on existing networks, making continuous investment critical for maintaining service quality. Operators that fail to scale their infrastructure risk congestion, poor customer experience, and declining competitiveness.

Industry observers say the findings reinforce a broader reality in Kenya’s digital economy: operators that invest aggressively in technology and coverage are better positioned to deliver reliable services and retain customer trust.