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OUR MATERIAL MATTERS
| GOVERNANCE, RISK & REGULATION
| NETWORK QUALITY |
ENVIRONMENTAL RESPONSIBILITY | INNOVATION |
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The seven KPIs tabulated in the preceding table are a simplified illustration of the
full scope measured for the P3 Certification Benchmark criteria. For the purposes
of this disclosure, we have ranked ourselves against the other Kenyan mobile
operators. As the table reflects, we made significant gains in terms of our dropped
call ratio, which can be attributed to our ongoing investment in the network and,
in particular, the expansion of our 3G and 4G coverage.
CUSTOMER SATISFACTION REMAINS STABLE
Another important metric we use to measure our performance is the network-
related Net Promoter Score (NPS). The NPS is an independent survey of customer
satisfaction and the ‘Network NPS’ metric allows us to monitor whether our
customers are experiencing the improvements we make to the network.
While NPS is a useful indicator, it is important to note that it measures customer
perceptions of network performance, not actual network performance.
Breakdown of Network NPS
Network Element
FY17 FY16 FY15
Signal Coverage
58
62
52
Voice Quality
69
72
60
Data Coverage
43
45
38
Data Speed
44
43
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OVERALL
63
64
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As the preceding table shows, our overall Network NPS was 63 in March 2017,
a slight decrease of 1 point from 64 in March 2016. The table also illustrates the
breakdown of different network elements used to determine the overall NPS.
Based on the NPS results, we have noticed that our customers are not satisfied
and we will work to improve this.
EXPANDING OUR NETWORK
We continued to expand our network during the year and a total of 487
2G-enabled, 1,000 3G-enabled and 640 4G-enabled base stations were rolled out
across the country. We were able to rollout 1,000 3G-sites as these were upgrades
made to existing towers. Our 4G-enabled site target was revised up from 400 sites
to 634 sites in response to our focus on providing faster data services to customers.
The comprehensive P3 Certification Benchmark criteria is composed of an extensive
set of 29 KPIs for ‘Big Cities’, ‘Small Cities’ and ‘Interconnecting Highways’, with each
KPI having a score. The full set of P3 certification results can be obtained from their
website at
www.p3-group.com.Change in No. of Base Stations by Type
FY15
FY16
FY17
3,382
3,517
1,103
2,517
2G-ENABLED
3G-ENABLED
4G-ENABLED
463
1,943
236
3,800
4,287
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