What I like most about Safaricom is its unmatched network coverage—they genuinely reach every corner of Kenya, and moves like tokenised Wi-Fi and prepaid fibre show they're trying to innovate for customer flexibility. What I dislike is how often profit seems to trump fairness: customer support is frustratingly opaque, data policies change without clear notice, and M-Pesa fraud disputes often leave victims feeling blamed rather than protected. The Fuliza issue where money sent by mistake is automatically swallowed to pay someone else's loan feels fundamentally wrong and is rightly being challenged in court. To improve, Safaricom needs to match its world-class infrastructure with equally world-class transparency and empathy—clearer communication on policy changes, actual human support during fraud cases, and fixing unfair systems like the automatic Fuliza deduction. They're doing well on technology and expansion, but they're failing on trust and fairness.
Claim your business profile now and gain access to all features and respond to customer reviews.
