Hassan,

"Safaricom can afford not offer better service sometimes because they lack solid competition" is the reason why I said we are not making them feel the pressure to do so.

Its valid their service is not as good on business fronts. But we are not talking about business solutions when it comes to market dominance, but by traffic made through calls and data. Both of which Airtel offer better products.

Ahmed

On Sat, Jan 28, 2017 at 9:42 PM, hassan abi via kictanet <kictanet@lists.kictanet.or.ke> wrote:
Ahmed,

The long queues at Safaricom, shows their dominance and for Airtel lack of customers. I frequently use Safaricom call support and they have been excellent.

I have worked with Airtel on bulk payments service and most of there strategies are based on what Safaricom is doing. Offering cheaper prices does not give you dominance but better customer experience and easily accessible services.

Airtel money failed to catch up with Mpesa not because of affordable rates but lack of enough agents across the country. Telco's success is defined by it's mobile money services. 

Safaricom can afford not offer better service sometimes because they lack solid competition. Until then they will keep dominating comfortably.

On 28 Jan 2017 10:30 a.m., "Ali Hussein via kictanet" <kictanet@lists.kictanet.or.ke> wrote:
Ahmed

In the land of the blind the one eyed man is king..


Ali Hussein
Principal
Hussein & Associates

Twitter: @AliHKassim

Skype: abu-jomo

LinkedIn: http://ke.linkedin.com/in/alihkassim


"We are what we repeatedly do. Excellence, therefore, is not an act but a habit."  ~ Aristotle


Sent from my iPad

On 28 Jan 2017, at 9:57 AM, Ahmed Mohamed Maawy via kictanet <kictanet@lists.kictanet.or.ke> wrote:

I was a dual sim person. I have visited both Safaricom and Airtel offices severally. I would:
  1. Take at least an hour on Safaricom queues.
  2. Take at most 15 minutes on an Airtel queue. And at the end of it I would say I get a more personal feeling from the customer service.

But that is just me. Maybe someone else has a bad experience.


On Sat, Jan 28, 2017 at 9:43 AM, Tony White via kictanet <kictanet@lists.kictanet.or.ke> wrote:
Companies in general are favoured (or not) by their customer service.
While Safaricom's customer service is nothing to write home about,
Airtel's is appalling (this is a personal view, having had issues with
both!). I no longer have an Airtel line.

If a new company takes over from [ kencell | celtel | zain | airtel ]
then if they can offer first-class customer service, they may succeed
(where the others have failed).

Cheers,
Tony


On 28/01/2017, Job Muriuki via kictanet <kictanet@lists.kictanet.or.ke> wrote:
> This is really sad news. Looking at Kenya's telecommunication market,
> safaricom holds all the cards from coverage to favourable government backed
> policies. This leaves competition with almost no lifeline.
> Having worked with a company that builds telco's infrastructure I can
> confirm 80% of the job is from safaricom while others just struggle with
> the other 20%.
>
> Am no economist but having one company domineering in any given sector is
> bad for the sector and the economy as the main focus is make money. To do
> this they cut back on employment and squeeze the supplies dry trying to cut
> on expenditure but if multiple companies operate we get higher employment
> level meaning more revenue to the government and healthy competition. The
> government's technocrats need get ahead of this and correct it otherwise we
> are not growing as a country or even as continent.
>
> On 28 Jan 2017 08:40, "Ali Hussein via kictanet" <
> kictanet@lists.kictanet.or.ke> wrote:
>
> Listers
>
> Another one bites the dust?
>
> I'm really curious as to whats going on in the Telco sector.
>
> Bharti Airtel has announced that it will be exiting 14 African countries
> within a year. The affected countries include: Chad, Congo, Gabon, Ghana,
> Kenya, Madagascar, Malawi, Niger, Nigeria, Rwanda, Seychelles, Tanzania,
> Uganda and Zambia.
>
> The telecom operator is faced with poor performance across those markets.
> Two years ago, when Airtel began talks to sell off its operations in
> Burkina Faso, Chad, Congo Brazzaville and Sierra Leone to Orange
> <http://mobilityarena.com/airtel-not-exiting-africa-despite-talks-to-sell-4-networks-to-orange/>,
> the company had stated that it wouldn’t be exiting Africa.
> Airtel plans Africa exit
> <http://mobilityarena.com/airtel-exit-nigeria-13-african-countries/>
>
> Is the African market too competitive or is the regulatory environment
> skewed towards a few players?
>
> *Ali Hussein*
>
> *Principal*
>
> *Hussein & Associates*
>
>
>
> Tel: +254 713 601113
>
> Twitter: @AliHKassim
>
> Skype: abu-jomo
>
> LinkedIn: http://ke.linkedin.com/in/alihkassim
> <http://ke.linkedin.com/in/alihkassim>
>
>
> 13th Floor , Delta Towers, Oracle Wing,
>
> Chiromo Road, Westlands,
>
> Nairobi, Kenya.
>
> Any information of a personal nature expressed in this email are purely
> mine and do not necessarily reflect the official positions of the
> organizations that I work with.
>
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>
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Principal Product Management Specialist - Al Jazeera Media Network
Skype: ultimateprogramer