Safaricom 2018 Sustainable Business Report

35 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS STAKEHOLDER ENGAGEMENT 2018 SUSTAINABLE BUSINESS REPORT Independent Quality of Service (QoS) test results Service KPI FY18* FY17 FY16 FY15 Voice Call setup success rate Dropped call ratio Speech quality Data Mean user data rates (download) Mean data rates (upload) Mean web browsing session time Network Delay * Summarised results of Safaricom internal testing of the network, using the P3 QoS, ranked against other Kenyan mobile operators 1 st Position 2 nd Position 3 rd Position According to the results of our internal testing, we remained the overall leader for both voice and data among mobile operators in Kenya. As the preceding table shows, the one area where we experienced some drop in comparative performance was the ‘network delay’ measurement. While testing, high latencies (delays) were noted in 3G and lower throughputs in some of the main cities due to interference. Ongoing optimisation efforts have since resolved the pertinent issues that were, on the whole, caused by constraints on capacity. Fastest Mobile Network in Kenya We are also delighted to report that we were awarded the ‘Fastest Mobile Network in Kenya’ award in October 2017 by Ookla, the company behind and one of the global leaders in internet testing and analysis. Our network was rated as offering average download speeds of 21.25 Mbps and average upload speeds of 9.67 Mbps by Ookla. CUSTOMER SATISFACTION HIGHEST IN FOUR YEARS Another important metric we use to measure our performance is the network- related Net Promoter Score (NPS). The NPS is an independent survey of customer satisfaction and the ‘Network NPS’ metric allows us to monitor whether our customers are experiencing the improvements we make to the network. While NPS is a useful indicator, it is important to note that it measures customer opinions regarding network performance, not actual network performance. The seven KPIs tabulated in the Quality of Service (QoS) test results table above are a simplified illustration of the full scope measured for the P3 Certification Benchmark criteria. For the purposes of this disclosure, we have ranked ourselves against the other mobile operators in Kenya. The comprehensive P3 Certification Benchmark criteria is composed of an extensive set of 29 KPIs for ‘Big Cities’, ‘Small Cities’ and ‘Interconnecting Highways’, with each KPI having a score. The full set of P3 certification results can be obtained from the P3 website. S D G 9