None of the three mobile network operators – neither Safaricom, Orange or Airtel Kenya – met the set minimum Quality of Service (QoS) threshold of 80% in the financial year 2014/2015.
Safaricom, Airtel and Telkom Orange did not register any significant improvement in their overall performance, all having managed 62.5 per cent, the same score they had the previous financial year.
According to the QoS report released by the Communications Authority of Kenya (CA), the operators failed on a number of the Key Performance Indicators (KPIs) used to gauge the extent to which their services conform to the required standards.
The eight parameters are Call Completion Rate, Call Drop Rate, Call Block Rate, Speech Quality, Call Set Up Time, Handover Success Rate, Call Set Up Success Rate and signal strength of the operators from Base Transmission Station (mobile tower).
The report indicates that operators complied with QoS targets on Handover Success Rate, Voice Quality, Call Drop rate, Call setup time and Signal Strength. The performance on speech quality improved for the three operators. However, the operators were ranked poorly on signal strengths in a number of regions.
Assessments were not carried out in North Eastern Counties of Mandera and Wajir as well as parts of Marsabit, Samburu and Garissa counties due to insecurity challenges at the time.
The assessment is conducted annually to ascertain compliance of the operators with the Kenya Information and Communication Act, 1998, the attendant Regulations and license conditions in relation to QoS.
Overall, the report notes that the performance of the MNOs was rated best in Nairobi and worst in Upper Eastern and North Rift regions. The rest of the country recorded above average performance.