Safaricom Case Study

Interview with a Safaricom Customer
Which network provider do you prefer? And why?
I prefer Safaricom over the others because for one, the company has a very efficient network coverage. Even if you are in a pit or the remotest part of this country, you will be able to make calls or send text messages. Two, it has many mobile phone services like M-PESA, M-BANKING, M-SHWARI and many others. You know before M-pesa came into plaace it was very difficult to transact business with someone far from you. But look at the situation now, billions of shillings are transacted through M-pesa which makes business very easy.
Another service I really like is M-banking. All those hours I used to spend at banking halls so I can deposit money are no more. I
Comparing with the regional service providers, Safaricom is much ahead of them. I don’t think it would be wise for me to quit Safaricom for another service provider. Low call rates, free texts, internet bundles..everything I need comes in a package. But one thing they need to improve on is their customer call center. Sometimes you can call like ten times when inquiring about something and they just keep you on hold without anyone to assist you. They must work on that. What factors do you consider before you purchase any item or service from the network service provider
One thing about me is that I don’t compromise when it comes to quality. If you offer me something that you expect me to buy, then it better be good quality. After all am paying you. So why should I pay for something substandard when I can get quality. Not unless I understand your situation like the upcoming companies. For those I can buy from them just to support them. Every big company was once a scrap and we have to support each other. And by quality I mean, I can be able to make calls when I want, access internet anywhere, text someone when am in trouble, you see, something like that. Another thing very important is when the company’s systems are down, at least you should have the courtesy of sending me a short text notifying me on the issue. I should not be realizing the matter by myself when am in the middle of something trying to make some calls and
Very many indeed. One of them is high call rates. Comparing with other service providers, it has the highest calling rates. Actually, it is cheaper to call someone outside Kenya with some network providers than to call someone using Safaricom. The irony is that big. Calling rates are only low at times when most are asleep and therefore very few benefits of the offers.
Another one is the switching cost. Safaricom SIM cards are the most expensive of all the network providers in the region. Some providers even give out SIM cards for free with already recharged with airtime. But for Safaricom you have to pay much to get it.
Another annoying issue is that of the customer care. Someone can call for hours trying to get assistance, but no one helps. A friend once sent money to a wrong number so he decided to call customer for help. He called for more than two days and no one picked up to help. I even wonder if the customer care really exists.
Given a chance to change to another network provider, which one would you prefer and why?
I would prefer Airtel for a number of reasons. One they have better calling rates as compared to Safaricom. Switching cost is low and at times it is free. And lastly, it has good promotions that can attract almost