Service quality is a high priority material topic
Service quality
Reliable and high-quality network connectivity is essential for digital inclusion and economic growth
As one of Africa’s leading telecommunications providers, we’re committed to enhancing service quality to transform lives. We invest in infrastructure, technology and resilient systems to expand coverage, improve network performance and ensure seamless connectivity for individuals and businesses across our 14 markets.
Our focus areas
Accessibility
Rolling out new sites and modernising existing sites in our markets to increase the percentage of the population to at least 88% who have seamless access to our services by 2030.
Delivery
Extending our latest technology services and products to all customers, improving the quality of the network services and enhancing customer experience.
Reliability
Increasing fibre connections to sites and establishing disaster recovery plans to guarantee reliable connectivity and high bandwidth capacity for our customers.
Our approach to managing service quality
In 2024/25, we continued to strengthen our network infrastructure and maintain consistent service quality across our markets. We’re investing in network modernisation, predictive maintenance and customer feedback mechanisms to enhance reliability and performance.
During this financial year, we made significant investments in technology, including proactive network monitoring and expansion of fibre connectivity. We also upskilled our workforce in service quality and sustainability. We responded to severe weather events, such as heavy rains, flooding and earthquakes in some regions, with resilience strategies, reinforcing sites in high-risk areas and implementing disaster recovery measures to sustain connectivity.
We've established a robust service quality assurance framework to monitor and enhance network performance. Routine internal assessments evaluate the effectiveness of our processes, ensuring any deviations from quality standards are promptly addressed. Our network operations centre also provides 24/7 oversight, proactively addressing service disruptions.
A key element of our service quality management is engagement with customers. They play a crucial role in shaping our network improvements through call centre feedback, digital surveys and sentiment analysis from social media channels. Using predictive and data-driven analytics, market research and customer feedback, we're able to assess service quality risks and plan accordingly.
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We’re actively enhancing service quality, deploying innovative solutions and expanding our network coverage to better serve our customers. Every step we take today is designed to build a more connected and empowered tomorrow.
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Razvan Ungureanu
Chief technology officer
Partnerships
In June 2024, we established a strategic partnership with Alcatel Submarine Networks to switch on the 2Africa underwater cable, greatly improving internet connectivity across the continent. This partnership is designed to enhance network performance and ensure faster and more reliable services for customers in Kenya, Tanzania and beyond.
In November 2024, we also extended our tower lease agreement with American Tower Corporation (ATC) across Kenya, Niger, Nigeria and Uganda for a further 12 years. This reinforces our commitment to enhanced network capacity and reliability, enabling our ambition to offer best-in-class network experience.
Governance
Our chief technology officer (CTO) oversees service quality and network performance, supported by network directors across our 14 OpCos. Our governance structure ensures clear accountability and strategic alignment:
- Executive leadership sets service quality targets and aligns them with the Group's business objectives
- Group information network team covers network rollout, planning and optimisation, quality assurance, core services, enterprise connectivity and security
- Network Monitoring Committee reviews KPIs monthly, quarterly and annually, assessing risks and recommending improvements
- Operational teams conduct continuous real-time monitoring using advanced analytics to predict and resolve network issues
- Structured reporting and reviews take place to review service quality performance internally and externally to maintain transparency and drive improvements
- Independent audits and customer feedback reinforce our commitment to high service quality and regulatory compliance via independent audits and stakeholder consultations.
This governance model ensures we remain agile, customer-focused and responsive to evolving industry developments.
Key performance indicators (KPIs)
81.2%
total population covered by network
(+0.8% vs 2023/24)
74.4%
4G coverage
(+3.7% vs 2023/24)
37,117
infrastructure sites
(+2,583 sites since 2023/24)
25.0%
sites connected to fibre network
(+2.7% vs 2023/24)
79.8%
data centres connected to fibre network
(80% in 2023/24)
Progress update against our targets in 2024/25
Over the past year, we've made significant progress in enhancing our network infrastructure and expanding our coverage to bring reliable connectivity to more people. By 31 March 2025, more than 81.2% of the population in our markets had access to our network, with 74.4% enjoying 4G connectivity. Our total number of infrastructure sites grew to 37,117, ensuring broader reach, particularly in underserved areas.
We continued to introduce cutting-edge innovations designed to elevate the customer experience and improve network efficiency. One of the most notable developments has been our 5G rollout. By securing 5G spectrum in five markets, we laid the groundwork for faster speeds and greater data capacity. As of 31 March 2025, we've deployed 1,466 5G sites, an increase of 432 on the previous year, enhancing network resilience and reducing service disruptions. 80% of our data centres are now connected to our fibre network.
Customer experience is important to us. Last year, we achieved voice call setup success rates of 99.1%. Through monitoring and preventive maintenance, we've reduced network downtime and improved service reliability, reinforcing our commitment to consistent, high-quality connectivity.
Network expansion and futureproofing
Our investment in improving network capacity and reliability ensures we stay ahead of customer needs. Maximising network capacity, we can meet current demand and anticipate future growth and technological advancements. Our 2G>3G>4G>5G rollout roadmap remains on track.
Service reliability enhancements and innovative service offerings
We strengthened our infrastructure resilience through more advanced backup power solutions and redundant transmission links, improving disaster recovery mechanisms and reducing service disruptions due to natural calamities or network failures.
Our work to improve service quality also included the application of innovative solutions that enhance both security and customer trust. We introduced a SPAM detection service across all OpCos to protect customers from fraudulent communications, ensuring a safer user experience.
Additionally, we continued to enhance our VoLTE (voice over LTE) services, expanding them in the DRC, Rwanda, Uganda and Zambia. This has significantly improved voice call quality and efficiency across these markets.
We remain committed to advancing our technology, expanding our coverage and improving service reliability to connect more people across Africa.
Expansion of coverage
Population coverage
Target timeline
Rollout of fibre connectivity to our sites
Target timeline
Percentage of 4G coverage
Target timeline
Rollout of dual-path fibre connectivity to our data centers
Target timeline
Service quality in action
Expanding our network to increase digital inclusion in Zambia
Digital connectivity has become an integral part of everyday life across Africa. This calls for an affordable, reliable and accessible network that keeps people connected to each other and to opportunities, wherever they are.
In March 2025, Airtel Zambia took a significant step towards bridging the digital divide by partnering with IHS Towers to roll out 152 new telecom towers across the country. With a $14m investment, this infrastructure project is part of a wider effort to improve network quality and expand population coverage from 91.6% to 93% by 2026 – and to 96% within two years.
This is more than just a connectivity upgrade. For remote and underserved communities, each tower represents access to education, markets, health information and financial services.
As of 2023, internet penetration in Zambia stood at just 31.2%, according to ITU. We are committed to increasing connectivity, improving digital literacy, and supporting the Zambian government's ambition to increase internet usage to 80% by 2026.