Safaricom - 2021 Sustainable Business Report

25 SAFARICOM SUSTAINABLE BUSINESS REPORT 2021 //// STANDING TOGETHER: GOING BEYOND / OUR MATERIAL TOPICS / OUR STAKEHOLDERS / KPI SUMMARY OUR CUSTOMERS FINANCIAL* TOTAL CUSTOMERS 39.9m MOBILE DATA CUSTOMERS 20.04m M-PESA CUSTOMERS 28.31m VALUE OF DISBURSEMENTS FULIZA KSh 351b ENTERPRISE CUSTOMERS 401 019 M-TIBA CUSTOMERS 5.1m EARNINGS BEFORE INTEREST AND TAX VOICE SERVICE REVENUE FREE CASH FLOW MOBILE DATA REVENUE FIXED SERVICE REVENUE SERVICE REVENUE MESSAGING REVENUE TAXES, DUTIES AND LICENCE FEES PAID BY SAFARICOM NET INCOME M-PESA REVENUE 12.0% 2.1% CONSUMER NPS 65 6PTS ACTIVE FARMERS 14 000 - NETWORK NPS CUSTOMER SATISFACTION DIGIFARM 82 2PTS FARMERS SIGNED UP 1.4m 0% 6.25% 43.3% 40.2% 13.6% 11.5% 6% * (Please refer to Safaricom Annual Report or the FY21 results booklet on the company website for further details on financial performance.) KSh96.2b KSh82.6b KSh64.5b KSh44.8b KSh9.5b KSh250.4b KSh13.6b KSh 105.9b KSh68.7b KSh82.6b 0.3% 11.7% 6.8% 2.1% 5.3% 4.6% 8.2% 4.6%