Safaricom must improve or lose to a better option By Andrew Odete Dear Mr Michael Joseph, I tried calling you for a chat, but the network was down, so I fell back to the old ink and pen. It never lets you down, which is more than I can say for the postal service. That is why I have taken the liberty to write to you through the media, for which I beg your understanding and forgiveness. It is not because I am a cheapskate. Greetings from many readers who have asked me to relay their heartfelt congratulations to you for dragging Safaricom, biting and kicking, into the Sh12 billion-profit mark. The readers are also your subscribers and they have exhorted me to relay their concerns relating on your service to your doorstep. You are top in business First, your customers appreciate that achieving such an unprecedented subscription as you have in the proverbial blink of an eye is worthy of accolades. Many say, and rightly so, that you have come top of the business stakes in the region for listening to and understanding your customers. What is more impressive is that you achieved this in the hitherto unexplored terrain of mobile telephony in Kenya. However, your customers hope that this year, the company will outdo itself and improve on last year's performance. Oh yes, sir, they seem to believe that there is room for improvement on your part. Some even reckon that it is pretty easy to be the "Better Option" in a field where there are not too many service providers to challenge you on the quality of the product. Cheap but clogged While they appreciate that you have increased coverage in the country, they wish you could also increase the quality of telephone service. Clarity of phone calls and reliability of the service is all they want. For instance, when you so very kindly offered cheap calling rates during the festive season, the relentless crush of callers ensured that nobody could get through the network at various times of the day. Your network crashed, as happened increasingly often in the course of last year. Moreover, sir, you know we have such diverse accents and dialects that it helps to have a clear line; otherwise, we could as well be insulting one another over the phone. That would be uncivilised and, if I may say so, unChristmas! When Kananu calls from Imenti, Muli from Masinga or Jaoko from Mbita next to the lake, I want to hear the phonetic innocence of their respective dialects and interpret them accordingly. No reason to toast And when Akinyi jets back to Kenya, and tries out her full-on Texan- cum-Siaya drawl on my ears, it would help to, at least, hear some of her words. This year, Safaricom may need to ratchet it up a notch higher if your subscribers are to see the sense of continuing to top up so that you, in turn, may continue to top the profit league. I am sure you have the savoir-faire to remain the toast of East Africa. Already, your subscribers cannot stop thanking you for the reduced call charges. But I fear that unless you give your customers a new year present in the way of better quality services, an even better option might come along and make toast of you. And now that I cannot get through to you on the phone, sir, I take this opportunity to wish you a happy New Year and to request that you please call me back when the network is back to normal. Thank you. [email protected] http://www.eastandard.net/hm_news/news.php?articleid=1143963704 ___________________________________________________________ To help you stay safe and secure online, we've developed the all new Yahoo! Security Centre. http://uk.security.yahoo.com