2019 Sustainable Business Report

SAFARICOM SUSTAINABLE BUSINESS REPORT 2019 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS STAKEHOLDER ENGAGEMENT CONCLUDING REMARKS 36 We measure our performance against this metric using the customer opinion-driven Net Promoter Score (NPS), an independent survey of customer satisfaction. While NPS is a useful indicator, it is important to note that it measures customer opinions regarding network performance, not actual network performance. The network NPS metric allows us to monitor how our customers are experiencing our improvements to the network. The network achieved its best-ever NPS of 80, putting us in front of the field, 16 points ahead of our nearest competitor. Despite achieving high NPS scores,we believe there is still more room for improvement opportunities to optimise the quality of network in different parts of the country. NETWORK EXPANSION EXPANDING NETWORK COVERAGE In the year under review, we focused on expanding broadband coverage to bring data network coverage to more Kenyans. This involved increased roll out of 3G and 4G sites as well as FTTH (fibre to the home) service to more households. We focused on migrating sites from microwave to fibre, increasing transmission capacity and improving customers’ network experience through better, more reliable data speeds and mobile voice connectivity. Our aggressive expansion of the fibre optic network has enabled us to surpass all of our FY19 fibre-related targets (FTTH and FTTB sites). Base Stations (total number) FY16 463 2,571 3,800 1,103 3,661 4,287 1,648 4,183 4,534 2,791 4,907 4,949 FY18 FY17 FY19 0 4,000 2,000 6,000 8,000 10,000 12,000 14,000 Financial Year 4G 2G 3G FY16 FY18 FY17 FY19 0 10 20 30 40 60 70 80 90 50 Net Promoter Score (NPS) Financial Year Breakdown of Network NPS Data Speed Overall Data Coverage Voice Quality Signal Coverage 43 44 54 65 45 43 56 61 72 69 77 87 62 58 69 75 “The network achieved its best- ever NPS of 80, putting us in front of the field, 16 points ahead of our nearest competitor.”