Airtel, a mobile service provider, has been singled out by the Communications Authority (CA) for bad service.
Airtel’s services were the poorest in the country from June 2021 to June 2022, according to the latest CA quality study report.
Despite the fact that Airtel had made the most progress among its competitors, this was the case.
Last year, Airtel received a 65.45% service quality score, up from 52 percent the year before.
Telkom Kenya was also ranked as the second-worst service provider in the year ending June 2021, according to the survey. Telkom Kenya’s service quality fell to 67.5 percent in the evaluation period, down from 73 percent in 2020.
Safaricom’s status as the leading telecommunications provider in terms of service provision was retained.
It displayed a service quality rating.
“The authority monitors the quality of mobile cellular services provided by mobile network operators to ensure that consumers are protected. The authority monitored the quality of service for the three mobile network operators across 44 counties” CA said.
The report by CA ranked the local telcos based on a criteria of 8 scores. These included call set-up time (period between the end of dialing of a telephone call and the start of voice or data transmission), completion of calls (number of calls that are completed on a network satisfactorily compared to the total number of call attempts made by callers).
Call set-up success rate (number of attempts to make a call that result in a connection to the dialed number), Speech quality (clarity), drop call rates (phone call that is terminated by the network unexpectedly as a result of technical reasons).
Call handover success rate (when a mobile handset moves out of one cell to the next and is handed over automatically from the base station of the first cell to that of the next with no discernible delay). Strength of received signals.
