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Safaricom Sustainability Report 2016
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Enterprise customers
We currently have a presence in 84,000 enterprise customers,
which represents an increase of 16,075 from the previous year.
Most of this growth is attributable to our significant acquisitions in
the SOHO segment.
While the SOHO segment has seen great growth, our corporate
customers still account for the vast majority of enterprise business
revenue. Our focus remains on nurturing long-term relationships
and up/cross-selling in this market segment. We are pleased to
report that we achieved our target for the year and now enjoy
54% market share in terms of revenue in the enterprise space.
NO. OF ENTERPRISE CUSTOMERS
FY14
FY15
FY16
35,601
67,925
84,000
Monitoring our performance
We use the Net Promoter Score (NPS) to monitor customer satisfaction.
NPS assesses the likelihood that a customer would recommend
Safaricom to other businesses or friends, based on their overall
experience. NPS is measured separately for consumer and enterprise
customers.
Our ongoing NPS target is to be the number one integrated service
provider by a margin of 5% for consumer customers and 10% for
enterprise customers. This margin is relative to our competitors. The
following table presents a breakdown of our NPS scores.
As the table illustrates, we achieved a consumer NPS competitor
margin of 10% and an enterprise NPS competitor margin of 19%, both of
which are commendable results and suggest that our new strategy is
already paying dividends.
NPS RESULTS
FY16
FY15
FY14
Consumer NPS (competitor margin)
10%
4%
3%
Enterprise NPS (competitor margin)
19%
28% 8%
* Research performed by TNS