Last Updated on 30 October 2013 by Gertrude

Mention the biggest telecommunications Company in Kenya and most will blatantly say: SAFARICOM! I may not be a technology guru to know why this is the scenario but we cannot help it but clap to many Safaricom’s achievements over the years.

This company is credited during the Michael Joseph’s era, the pioneer CEO, of raking in profits. Many innovations have taken place in Safaricom, developmental projects. Safaricom is almost everywhere, sponsorships, community developments, education champions, talent development and annual individual competitions to best community groups. We may have to dedicate pages in the Newspaper for Safaricom’s noble achievements and placing Kenya in the global map for notable achievements like M-pesa!

Safaricom, without Mpesa in it or besides is no Safaricom. Mpesa is the most dynamic mobile money transfer service in Africa, maybe in the world? Not certain !!! But it is an achievement we cannot look down on.

The fastest 3G Internet in Kenya, Safaricom. Though, they scraped the unlimited, their internet is very fast and your location is never a problem, want to Facebook, Tweet, Pin it, Link … to mention a few … Safaricom is on top of it’s game. Be it the mobile phone or the modem, Safaricom sure has it rolling.

When it comes to calling rate, am not sure as there are other players in the market like airtel who are making it big and sending or text messages is cheaper than what Safaricom charges.

Their Customer Care Unit is very supportive, though some hiccups arise here and there. They simplified ways to make your complaints effective, maybe, when asleep, in introducing services like *100# where simple prompts will be your guide, if that doesn’t work, then wait for customer care early morning probably at 5.

There presence on social media is so ‘intoxicating’, while others are crying to build their brand Safaricom has a steady base of followers and ‘likers’ on facebook and twitter. Their Customer Service is commendable on social media.

Safaricom is normally the number one brand to showcase their products of up to date phones like the Samsung Galaxy, Ipad Mini, Iphones … though sold at exorbitant prices, who can beat Safaricom to it’s game.

There is so much good to write about Safaricom but let’s not forget what the Swahili would echo ”Hakuna kizuri kisicho na dosari” (There is no good without a con.)!

  1. Over priced Safaricom calling rates. How many times have we had about the public outcry that Safaricom is so priced that calling for a minute is proving an upheaval task.
  2. How about the Internet. I believe that there are other internet providers who can provide excellent faster internet than what the 3G does. Please do shed some light on Internet in Kenya and is 3G internet the only option we got out there… quite inconveniencing for those who spend a considerable amount of time on line .
  3. Promotions. All companies stay afloat or try to due to promotions and Safaricom is one of the companies. But some overdone promotions like Bonyeza Ushinde makes me think this is a hoax to entice more subscribers but in real occurrence, there is no real money being competed against. Produce evidence of ever winning. I hear of ”Hired actors and actresses” I am not certain, of course.
  4. Safaricom never rewards it’s loyal customers. They might say that Bonyeza is a reward but all I ever earned was airtime 50.00 only and they are quick to remember my birthday which is honourable!! But Safaricom you forgot people who been subscribers for say five years and above.

My big question is: Should Safaricom go into retirement like the telephone booths did or is it time for more improvement of their services and terms of operations?

We know Safaricom has accomplished a lot than a company ever would, but we are demanding good services from you. When a company gets extremely wealthy like you, you might get into the tendency of making profits rain or shine but we are well aware of the stiff competition out there … deal with it before you are phased out!

All make mistake but we have to learn to correct our mistakes … do you do this? Forgetting customers needs and making sky-rocketing profits might be the norm, but the customer is the number one enemy or friend in business. Check on that!!

Otherwise, Safaricom, you are a great provider and that’s why positive criticism is to encourage you to change and offer better. How do you feel about Safaricom? Has it reached it’s expiry date hence over charging services to stay afloat? Why aren’t you speaking out, do it loud … below.



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