The Communications Authority (CA) has singled out mobile services provider Airtel for poor services. According to the latest CA quality survey report, Airtel services were the worst in the whole country in the period to June 2021.
This was despite Airtel having the highest improvement among its rivals. Airtel posted a service quality score of 65.45 per cent last year, up from 52 percent the previous year.
The report also showed that Telkom Kenya was the second-worst service provider in the year to June 2021. The quality of service by Telkom Kenya dipped to 67.5 per cent in the period under review from 73 per cent in 2020.
Safaricom maintained its position as the leading telecommunications provider in service provision. It posted a service quality score of 92.7 per cent in the year to June 2021 which was an improvement from 92 per cent the previous year.
“The authority monitors the quality of mobile cellular services provided by mobile network operators to ensure that consumers are protected. The authority monitored the quality of service for the three mobile network operators across 44 counties” CA said.
The report by CA ranked the local telcos based on a criteria of 8 scores. These included call set-up time (period between the end of dialing of a telephone call and the start of voice or data transmission), completion of calls (number of calls that are completed on a network satisfactorily compared to the total number of call attempts made by callers).
Call set-up success rate (number of attempts to make a call that result in a connection to the dialed number), Speech quality (clarity), drop call rates (phone call that is terminated by the network unexpectedly as a result of technical reasons).
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Call handover success rate (when a mobile handset moves out of one cell to the next and is handed over automatically from the base station of the first cell to that of the next with no discernible delay). Strength of received signals.
