This year, for the first time, we commissioned an independent partner to measure supplier NPS by means of a satisfaction survey. Our supplier NPS was 73%. Going forward, we intend to focus on improving our suppliers’ experience and enhancing our support of them through various touchpoints.

In FY19, we introduced the Safaricom Supplier of the Year Award (SASA), formalising our supplier recognition framework. The objective of SASA is to strengthen partnerships for the SDG, in addition to creating a sense of belonging and commitment in our partners and improving supplier performance.

A total of 19 awards were presented, acknowledging and rewarding supplier excellence in a variety of areas including service delivery (in various categories), organisational health and safety and the embedding and implementation of sustainable business practices.

The overall Supplier of the Year Award was presented to the Fireside Group, a woman-owned enterprise that has surpassed delivery expectations, embedded sustainable business practices and, above all, shared the Safaricom vision of transforming lives by impacting the community in which it operates.

In FY20, we plan to introduce additional awards to recognise and reward suppliers that seek to transform lives as well as provide excellence in delivery.

Case Study: Creating local jobs for local people
Job creation plays a vital role in our commitment to inclusive growth. The Eldoret Call Centre (ECC) partners with local businesses to provide employment opportunities in the local community. ECC is served by suppliers that employ local people on contracts to provide cleaning, security, staff transport, hospitality and other services.

An ever-increasing global emphasis on sustainability metrics allocates capital to companies demonstrating their intention of generating measurable, beneficial social or environmental impacts in addition to financial returns. Many global funds give higher weightings to organisations that adopt the SDGs. We take a holistic approach to reporting on our business, of which sustainability is an integral part, and so are committed to reporting on total impact, not only financial performance.


Financial Year

* Proportion of “free float” shareholders (%) by category