Safaricom 2023 Sustainable Business Report

98 OUR BUSINESS OUR STAKEHOLDERS OUR MATERIAL TOPICS SAFARICOM SUSTAINABLE BUSINESS REPORT 2023 KPI SUMMARY OUR PLATFORMS NETWORK AVAILABILITY & STABILITY FY20 FY21 FY22 FY23 Avg. weekly unavailable minutes (power NUR) 11.9 11.4 14.5 4.09 Avg. radio access network service unavailability rate (SUR minutes) 32.4 24.7 29.47 29.998 % base stations connected to grid (in total) 94.5 93.56 94 94 *Rectifier modernization (new KPI for FY22) - - 155 278 * See page 43 for reference INDEPENDENT QUALITY OF SERVICE RESULTS Service & KPI FY20 FY21 FY22 FY23 Voice - Call setup success rate - Dropped call ratio - Speech quality 1 st 1 st 1 st 1 st Data - Mean user data rates- download - Mean user data rates- upload - Mean web browsing session time - Network delay 1 st 1 st 1 st 1 st FINANCIAL INCLUSION PROFILE FY20 FY21 FY22 FY23 M-PESA M-PESA revenue (KSh billion) 84.4 82.6 107.6 117.2 No. of customers (million: 30 day active) 24.9 28.3 30.5 32.1 No. of Lipa Na M-PESA merchants 172 561 301 597 492 772 606 662 Diaspora remittances through M-PESA Global (KSh billion) 158 289.7 395.7 418.0 M-SHWARI No. of customers (million: active users) 4.66 3.98 4.67 5.28 M-Shwari deposits (KSh billion) * 319.9 571.2 745.0 416.7 M-Shwari loans (KSh billion) 129.6 94.5 86.1 91.5 FULIZA Transaction volumes (million) 392.9 787.1 1 456.0 2353.8 Amount disbursed (KSh billion) 245 351 502.6 701.5 * Deposit balance (sum of monthly deposit balances) BREAKDOWN OF NETWORK NPS FY20 FY21 FY22 FY23 76 86 57 66 80 78 86 62 71 82 76 81 60 74 79 73 81 70 65 78 SIGNAL COVERAGE VOICE QUALITY DATA COVERAGE DATA SPEED OVERALL NETWORK COVERAGE (% OF POPULATION) 96% 5 314 96% 6 046 94% 5 275 95% 6 025 96.9% 6 316 77% 4 342 95% 5 920 96% 5 526 97.7% 6 325 95% 5 500 94% 5 387 96.5% 6 232 FY23 FY23 FY22 FY22 FY21 FY21 FY20 FY20 2G 2G 3G 3G 4G 4G BASE STATION TYPE SOCIAL