The Star (Nairobi)

1 January 2014

Kenya: Mobile Service Firms Fail CCK Quality Test

ALL the four mobile service operators in the country failed in quality of service for financial year 2012/2013 according to a report by the industry regulator.

The mobile operators quality of service performance assessment report for 2012/2013 that was gazetted by the Communications Commission of Kenya shows that Telkom Kenya Limited had the highest compliance level of 62 per cent from a set target of at least 80 per cent.

Therefore all the four mobile phone service providers were non compliant s with Airtel, Safaricom and Yu found to have failed the quality test in four out of the eight parameters set by CCK and only achieving a compliance level of 50 per cent.

Safaricom which is the market leader was ranked worst in completed calls rate and was also found to have the highest rate of dropped calls which is the number of calls that end unexpectedly despite the phone line in use having enough airtime.

Only Telkom Kenya's Orange network passed the speech quality test with a performance of 96 per cent from the set target of more than 95 per cent. This means the other three had challenges in some areas in terms of clarity of a phone call.

The eight performance parameters are: completed calls rate, call set up success rate, dropped calls, blocked calls, speech quality, handover success rate, call set up time and signal strength.

None of the telecom companies has been found to be compliant over the last three years. Non compliance to the set service standards attracts a penalty of Sh500,000.

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