Customers

Customer obsession is at the heart of our business. We work to embed this mindset in all our employees, helping us deliver on our brand promise of Simple, Transparent, Honest. This is supported by a clear framework that guides our customer-first philosophy:

NPS
#1 Benchmark, NPS
(40pts baseline)

BRAND LOVE
+3pts, Consumer 63%

DETRACTORS
<6%

M-PESA
DOWNTIME
<4 hours

FRAUD PREVENTED
91%

SYSTEM UPTIME/
AVAILABILITY
99.9%

CUSTOMER
OBSESSION SCORE
87%

TOTAL MARKET SHARE (%)

Despite the small decrease in total market share, from 65.7% in 2023 to 65.6% in 2024, we remain committed to drive innovation and customer-focused solutions that will continue to solidify our leadership in the market. By embracing digital transformation and leveraging cutting-edge technologies, we have been able to enhance customer experiences and reinforce our position as a trusted partner to our customers across Kenya.
In this reporting year, we:

Launched a mobile advertising platform where customers can watch ads for free bundles or minutes, generating KSh 8 million in revenue during FY24.
Introduced S-Hook, a youth empowerment platform focused on technology, career, and cultural development, attracting 4.5 million customers since launch.
Rolled out Make Your Bundle initiative, offering personalised bundle options to over 1 million customers, enhancing customer satisfaction.
Implemented Ofa Moto, a regionalised promotion initiative, driving an 8% year-on-year growth in active voice customers, reaching 28.3 million.
Enhanced dealer incentives by automating commission payments, resulting in faster payment turnaround times and improved dealer satisfaction.