54
NPS
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Safaricom
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About Safaricom's Brand
Provider of telecommunications services intended to provide internet and calling services. The company's telecommunication facilities provides broadband internet, residential voice, data and wireless telephony services to its clients with different services for use ranging from weather updates to market prices and even entertainment updates.
Brand at a Glance
85%
Customer Loyalty
4.2/5
Product Quality
3.7/5
Pricing
3.9/5
Customer Service
Safaricom NPS
Safaricom's Net Promoter Score (NPS) is a 54 with 69% Promoters, 16% Passives, and 15% Detractors. Net Promoter Score tracks whether Safaricom's customers would recommend using the product based on a scale of -100 to 100.
Safaricom Overall NPS
| 69% | Promoters |
|---|---|
| 16% | Passives |
| 15% | Detractors |
Safaricom NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2022 -100 | May 2022 | -100 |
Feb 2023 0 | Feb 2023 | 0 |
Jul 2023 33 | Jul 2023 | 33 |
Apr 2024 50 | Apr 2024 | 50 |
Sep 2024 60 | Sep 2024 | 60 |
Oct 2024 67 | Oct 2024 | 67 |
Dec 2024 71 | Dec 2024 | 71 |
Mar 2025 60 | Mar 2025 | 60 |
Jul 2025 63 | Jul 2025 | 63 |
Oct 2025 49 | Oct 2025 | 49 |
Dec 2025 54 | Dec 2025 | 54 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Safaricom NPS by Gender
Safaricom's NPS was rated 34 by Male customers on Comparably.
Male
34
Safaricom's NPS was rated 34 by Male customers on Comparably.
67%
Promoters
0%
Passives
33%
Detractors
Female
N/A
Safaricom's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Safaricom NPS by Ethnicity
Safaricom's NPS was rated 25 points by African American/Black customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 25 | African American/Black | 25 |
Safaricom NPS by Age
Safaricom's NPS was rated 0 points by customers ages 18-25 on Comparably.
Safaricom Customer Reviews
Out of the 2 Safaricom customer reviews 2 were positive and 0 were constructive. Safaricom customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Safaricom Customer Loyalty
85%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
85% of Safaricom users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Safaricom Customer Loyalty Score by Gender
Safaricom's Customer Loyalty score was rated 70 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Safaricom.
Male
70%
Yes
Female
N/A
Yes
Safaricom Customer Loyalty Score by Ethnicity
Safaricom's Customer Loyalty score was rated 78% by African American/Black customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Safaricom.
78
out of 100
African American/Black
Safaricom Customer Loyalty Score by Age
Safaricom's Customer Loyalty score was rated 70% by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Safaricom.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 70% | 18-25 | 70% |
Safaricom Product Quality
4.2/5
Safaricom has an overall Product Quality score of 4.2 out of 5 stars rated by its users and customers.
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Safaricom Product Information
Safaricom’s product quality score is a 4.2 out of 5 as rated by its users and customers.
- Website
- www.safaricom.co.ke
- Company Size
- 1,001-5,000 Employees
Quick Insights into Safaricom Product Quality
Safaricom's Product Quality score was rated highest by customers ages 18-25.
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Ranked Safaricom Product Quality the Highest
Safaricom Product Quality Score by Gender
Safaricom's Product Quality score was rated 4.3 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Safaricom.
Male
4.3/5
Female
N/A
Safaricom Product Quality Score by Ethnicity
Safaricom's Product Quality score was rated 4 stars by African American/Black customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Safaricom.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 4 | African American/Black | 4 |
Safaricom Product Quality Score by Age
Safaricom's Product Quality score was rated 4.3 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Safaricom.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
Safaricom Pricing
Safaricom ROI & Value For Money
3.7/5
Safaricom has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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Quick Insights into Safaricom ROI
Safaricom's ROI score was rated highest by customers ages 18-25.
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Ranked Safaricom ROI the Highest
Safaricom ROI Score by Gender
Safaricom's ROI score was rated 3.3 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Safaricom.
Male
3.3/5
Female
N/A
Safaricom ROI Score by Ethnicity
Safaricom's ROI score was rated 3 stars by African American/Black customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Safaricom.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 3 | African American/Black | 3 |
Safaricom ROI Score by Age
Safaricom's ROI score was rated 3.3 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Safaricom.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.3 | 18-25 | 3.3 |
Safaricom Customer Satisfaction (CSAT)
Safaricom Customer Satisfaction (CSAT) Score
83 / 100
Safaricom has an overall Customer Satisfaction score of 83 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
25%
Satisfied
58%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
0%
Very Dissatisfied
8%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Safaricom Customer Satisfaction
Safaricom's Customer Satisfaction score was rated highest by African American/Black customers.
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Ranked Safaricom Customer Satisfaction the Highest
Safaricom Customer Satisfaction Score by Gender
Safaricom's Customer Satisfaction score was rated 67 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Safaricom.
67 / 100
MaleVery Satisfied | 67% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 33% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Safaricom Customer Satisfaction Score by Ethnicity
CSAT according to African American/Black
Safaricom's Customer Satisfaction (CSAT) score was rated 75% according to African American/Black users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Safaricom.
75 / 100
Very Satisfied
25%
Satisfied
50%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
0%
Safaricom Customer Satisfaction Score by Age
Safaricom's Customer Satisfaction score was rated 66 points by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Safaricom.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 66% |
Safaricom Customer Service
3.9/5
Safaricom has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
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About Safaricom's Customer Service
Address
P.O Box 66827, Nairobi, 800 French Guiana
Website
www.safaricom.co.ke
Phone Number
7
Quick Insights into Safaricom Customer Service
Safaricom's Customer Service score was rated highest by customers ages 18-25.
Sign Up to unlock insights into how customers have ranked Safaricom's Customer Service score.
Ranked Safaricom Customer Service the Highest
Safaricom Customer Service Score by Gender
Safaricom's Customer Service score was rated 3.3 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Safaricom.
Male
3.3/5
Female
N/A
Safaricom Customer Service Score by Ethnicity
Safaricom's Customer Service score was rated 3.6 stars by African American/Black customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Safaricom.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
African American/Black 3.6 | African American/Black | 3.6 |
Safaricom Customer Service Score by Age
Safaricom's Customer Service score was rated 3.8 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Safaricom.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
Consumer vs. Employees
Safaricom scored a 54 for Net Promoter Score and a 25 for Employee Net Promoter Score. NPS gauges how likely a customer of Safaricom would recommend the brand to a friend. ENPS measures how likely Safaricom employees would recommend working at Safaricom to a friend.
Net Promoter Score
54
NPS Score
| 69% | Promoters |
|---|---|
| 16% | Passive |
| 15% | Detractors |
Employee Net Promoter Score
25
eNPS Score
| 50% | Promoters |
|---|---|
| 25% | Passive |
| 25% | Detractors |
