Safaricom - 2021 Sustainable Business Report

95 SAFARICOM SUSTAINABLE BUSINESS REPORT 2021 / STANDING TOGETHER: GOING BEYOND / OUR MATERIAL TOPICS / OUR STAKEHOLDERS //// KPI SUMMARY CUSTOMERS Category KPIs monitored FY18 FY19 FY20 FY21 One-month active customers (million) Total consumer customers 24.9 26.7 28.6 31.45 M-PESA customers 20.6 22.6 24.9 28.3 Mobile data customers 17.7 18.8 19.62 20.04 Category KPIs monitored FY18 FY19 FY20 FY21 Total market share Total market share (%) 67% 62.40% 64.50% 64.40% Category KPIs monitored FY18 FY19 FY20 FY21 Enterprise customers Total number of enterprise customers 169 000 180 164 286 000 401 019 Total market share (%) 67% 68% 70% 71% Category KPIs monitored FY18 FY19 FY20 FY21 Customer satisfaction (NPS and BC scores)   Consumer NPS 70 61 59 65 Enterprise NPS 26 26 29 31  BC 60 63 70 81  Category KPIs monitored FY18 FY19 FY20 FY21 Call centre performance Abandon rate 18% 13% 14% 7% Average number of calls answered weekly 112 271 98 815 99 800 98 251 Call answer rate 80% 86% 86% 84% NPS (COPS, overall) 64 59 38 48 Service level (% of calls answered within 20 seconds) 73% 78% 77% 89% Category KPIs monitored FY18 FY19 FY20 FY21 Self-service channels IVR (daily interactions) 47 000 86 000 114 851 119 937 Jitambulishe (enrolled customers, million) 0.5 1.5 3.4 8.3 MySafaricom app (total downloads, million) 2.1 3.6 5+ 2.5 Category KPIs monitored FY18 FY19 FY20 FY21 Zuri Total unique users 402 102 227 446 417    1 960 617 New users   402 101 825 344 190    1 514 200 Total interactions (daily average) 349 1 567 10 366 SOCIETY Category KPIs monitored FY18 FY19 FY20 FY21 Safaricom and M-PESA Foundations: Spend and impact % Spend Lives % Spend Lives % Spend Lives % Spend Lives Health 24% 245 507 27% 88 246 40% 367 641 22% 633 284 Education 28% 46 076 52% 51 413 52% 106 208 65% 397 818 Economic empowerment 36% - 14% 5 415 5% 14 555 3% 155 000 Disaster response 1.3% 300 2% 5 000 - 495 9% 13 800 Environment 2% 72 500 0% 5 000 2% - 1% 47 226