Safaricom’s dropped calls refund policy has been moved to a weekly cumulative basis from the earlier instant model after a 3-month pilot, the firm announced.
Dubbed the Safaricom Network Guarantee, the service aims to compensate customers should they encounter call drops on the network, which according to users happens a lot and becomes cumbersome for the firm to refund users instantly.
”Under the new changes, customers will continue to be compensated for all of their dropped calls under the existing terms of service,” Safaricom said. ”However, refunds will now be provided cumulatively on a weekly basis.”
The firm added that customers will also benefit from a real time network-reporting tool that will allow them to instantly alert the company of any coverage issues by sending an SMS to 5555.
Launched three months ago, the Safaricom Network Guarantee aim to empower customers and provide the company with the responsibility of paying customers refunds when services disconnect on the network. Safaricom says the number of dropped calls on the network has registered at less than 1 percent of total calls since the launch of the service.
According to its CEO ob Collymore, in a statement, “We are on a journey to build the best network for our customers. So far, the Safaricom Network Guarantee has given us valuable insights that we are using to fine tune our network to meet the needs of our customers more effectively – even as we prioritise our investment to where it matters to them the most.”
Safaricom intends to use dynamic feedback from its network, continuous customer feedback and proactive network monitoring to dictate the roll out of new sites in areas where services may not be optimal and eliminate the possibility of site interference, existing towers serving broad areas will be replaced with multiple sites closer to customers.
This year, the firm said it had put aside Ksh 30 billion as investment in the network. With cash, the firm has put up more than 170 new base stations in the last 90 days, many of them in areas where customers were experiencing call drops, bringing the total number of base stations to more than 4,000 with a population coverage exceeding 95 percent.