Kenya’s rapid digital expansion is increasingly being tested by overstretched telecom infrastructure, according to the latest Quality-of-Service (QoS) report by the Communications Authority of Kenya.
The 2024–2025 assessment shows that rising data consumption is placing significant pressure on mobile networks, leading to uneven service delivery across the sector.
While Safaricom PLC continues to deliver strong performance with an 89.72 percent score, the broader industry is struggling to maintain consistent quality.
Airtel Kenya recorded 81.14 percent, just above the regulatory threshold, while Telkom Kenya lagged behind at 52.76 percent, reflecting serious challenges in sustaining network reliability under growing demand.
The report highlights declining performance over a four-year period, raising concerns that Kenya’s digital economy—heavily reliant on mobile connectivity for business, education, and financial services—could face setbacks if infrastructure gaps are not addressed urgently.
Safaricom remained the only operator to meet all regional performance targets, underscoring the widening gap between market leadership and struggling competitors.
Customer experience scores also reflect this strain, with users reporting varying levels of satisfaction depending on network availability and stability.
Industry analysts warn that without accelerated investment in network expansion and capacity upgrades, congestion and service disruptions could become more frequent, threatening the quality of digital services nationwide.
The regulator’s findings serve as a warning that Kenya’s digital progress must be matched with stronger telecom infrastructure to sustain growth and ensure reliable connectivity for all users.
