Safaricom - 2020 Sustainable Business Report

43 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS OUR STAKEHOLDERS CONCLUDING REMARKS Independent Quality of Service (QoS) test results Service KPI FY20 FY19 FY18 FY17 Voice Call setup success rate Dropped call ratio Speech quality Data Mean user data rates: download Mean user data rates: upload Mean web browsing session time Network delay First Second Third As the preceding graph shows, our overall Network NPS remained stable and was 80 in March 2020. The table also illustrates the breakdown of different network elements used to determine the overall NPS. While we are satisfied with the results, we believe that the tremendous surge in traffic we experienced at the end of the reporting period – an increase of 100% in data traffic year-on-year – may have reduced customer satisfaction levels. New customer experience evaluation tool to drive network NPS improvements One of our focus areas during the year was the development of an in-house customer experience evaluation tool, called the Customer Experience Management or CEM tool. The new tool will use bespoke KPIs that we are designing to monitor, manage and improve the customer experience for our different customer segments and their specific needs. Drawing on a wide range of network touch points and sophisticated deep packet analysis, the tool will enable us to visualise and predict customer experiences across the network. The purpose of the tool is to provide us with more accurate and useful information in terms of what aspects of the network are impacting customer experiences. It reflects our Tech 3.0 commitment to drive our decision making with faster and more precise data and to upskill our engineers and in-house teams. Network expansion As per previous years, we focused on expanding fixed and mobile broadband coverage to meet growing demands for data connectivity and faster data speeds in the year under review. Driving growth for data connectivity and enhancing the experience of our customers was a key focus area for the business in FY20. This involved rolling out sites, especially 4G-enabled sites, migrating existing sites from microwave to fibre connections, and continuing with the aggressive expansion of our fibre optic network. During the year, we rolled out an additional 365 2G-enabled sites and provide 96% of the population with access to 2G services. We also deployed an additional 368 3G-enabled sites, many of these were in rural areas and this equates to providing an additional two per cent of the population with coverage. To support our ambition of digitising our customers, we continued our aggressive expansion of 4G-enabled sites during the year. We added 1 551 4G-enabled sites to the network and extended 4G services to an additional 20 per cent of the population as a result. We are delighted to report that we added an additional 2 300 kilometres to our fibre optic network during the year. We continue to support businesses of all sizes and connected an additional 1 536 enterprise buildings. We also made good progress in terms of residential homes, passing an additional 42 105 houses and connecting 34 238 homes to the network. As a result, we have connected over 142 000 homes and 11 911 businesses to our fibre optic network to date. We attribute this excellent progress to our ongoing strategic intent to become the digital services provider of choice for Kenyans. Accordingly, we set ourselves ambitious targets for the year and sustained our high levels of investment, with capital expenditure of KSh 36.1 billion. We attribute this excellent progress to our ongoing strategic intent to become the digital services provider of choice for Kenyans. [We] set ourselves ambitious targets for the year and sustained high levels of investment, with capital expenditure of KSh 36.1 billion.