Safaricom 2018 Sustainable Business Report

36 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS STAKEHOLDER ENGAGEMENT 2018 SUSTAINABLE BUSINESS REPORT As the black line in the preceding graph shows, our overall Network NPS was 72 in March 2018, a significant increase of 9 points from 63 in March 2017. The graph also illustrates the breakdown of different network elements used to determine the overall NPS. We are satisfied with our improved results across all of the metrics, which we attribute to increased broadband (3G and 4G) coverage and improved data speeds, as well as a successful marketing campaign that promoted the superiority of our 4G network to customers and positively changed perceptions (see the Innovation section on page 47 of this report for further detail). NETWORK EXPANSION ON TRACK Customer billing upgraded A major achievement during the year was the successful upgrade of our Converged Billing System (CBS). The large-scale upgrade involved migrating more than 35 million subscriber profiles and 2,000 products across to CBS v5.5, as well as integrating 42 external systems into the new platform overnight. The modernisation project was nicknamed Alfajiri or ‘new dawn’ in recognition of its scale and complexity and involved over 140 experts from a wide variety of disciplines. Breakdown of Network NPS Signal coverage Voice quality Data coverage Data Speed Overall 0 70 80 60 50 40 30 20 10 FY18 FY17 FY16 YEAR NET PROMOTER SCORE (NPS) FY15 S D G 9 2 G - E N A B L E D 4,543 4,287 3,800 3,382 3 G - E N A B L E D 4,183 3,661 2,517 1,943 4 G - E N A B L E D 1,665 1,103 463 236 FY18 FY17 FY16 FY15 Base Stations by Type (Total number)