CCK releases operators’ report card

Kenya’s regulator has released its 2012-13 Quality of Service Report, giving Telkom Kenya the highest overall quality of service score for the year.

In its review of the 2012-2013 assessment period, the Communications Commission of Kenya (CCK) said Telkom Kenya Limited had the highest QoS score of 62.5%, while the three other operators (i.e. Airtel Kenya Limited, Essar Kenya Limited and Safaricom Kenya Limited) were rated at 50% out of the set minimum score of 80%. Overall, all four mobile operators failed to meet the compliance target of 80%. The quality of service assessment framework is based on eight Key Performance Indicators (KPIs) and a well-defined assessment methodology that were adopted in 2008/09.

Overall, all the operators met the KPI targets in respect to RX Level, Call set up time, Handover Success Rate and Call drop rate in the current assessment period. The KPIs that have not been met by any of the operators in the current assessment period included call block rate, completed calls and call set up success rate (CSSR).

The CCK said it would continue to engage the operators with a view to ensuring quality services are provided to the consumer. In addition, the CCK said it was working on a number of regulatory measures to improve mobile cellular quality of services and it is hoped this would be reflected in the next report. 

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