Safaricom Customer Care

Conspiracy Theory Time. I think Safaricom gives some sort of score to every subscriber based on their spend(Mpesa, Airtime etc). They then use this score to determine how fast you get connected to an agent when you dial their customer care line( & maybe, a very strong maybe, that score determines how well you get served once you’re connected). I know for a fact this happens with banks but I have a feeling Saf might be doing the same.

You not the first person to state so. Someone said the same to me many years ago. Could be true. Personally, I prefer doing my customer care queries via Twitter.

this is true. Big spenders get connected instantly.

This is actually a common thing. In the mobile gaming industry, games with in-app purchases prioritize high spenders.

Some banks have a separate customer care unit for VIP customers.

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I saw the same at Airtel shop Koinange street, there’s a customer care for VIPs

Wanyama wote ni sawa… lakini wanyama wengine ni sawa kuliko wengine


This has been happening for long. It’s not just on how much you spend on their network but who you are. A good example, if @martingicheru has a problem with Safaricom, the service he will get is totally different from what a random person would get. They know Martin and what he does, thus he is given priority.

This is what data has enabled companies to do.

On the other hand, high profile people kama kina Martin can never win in promos. So it cuts both ways, I guess.


Juzi juzi nilishinda airtime worth 20 in the Shinda Ma-mili na Tunukiwa promo.

Take that @martingicheru


Way to make me feel that I’m not missing out.

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:joy::joy::joy: wow! Congratulations on your win

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I left Karibu postpay sometime back, do they still give postpay customers priority when calling 200?

I don’t think it’s true. Used to spend 1k per month post paid and dialling 200 before iitane hukua imeshikwa. Dropped post paid nikarudi kawaida and I use nearly 3 times that per month and nikitwanga 100 ni shida tupu. I think last simu ya 100 ilishikwa vile nilipiga was in 2012 huko.

However, I find this true juu shida zote za Safaricom before it affects the majority of customers huanza na line yangu :joy::joy::joy::joy:

I remember kitambo I could complain of something today and 3 days later it’s a major glitch to all customers. So that’s how they got wind of it. Nikisema ngwee, tech team pap hata si CC.

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The only thing I think that works is if you request them to call you via 100 prompt. Though on emergency cases is a dead end option

Hio ni kurogwa :rofl::rofl::rofl::rofl:

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Well,i have noticed my safcom customer service calls go through so fast especially to customer reps,it got me thinking maybe i got some rating that helps prioritize my calls over others.

Serious my line hukua unique :joy::joy::joy::joy::joy::joy::joy:

Labda we ni beta tester na hujui :grinning::grinning:


As someone with E-Commerce operating experience this has some truth to it. Customers are ranked based on:

  1. Spend
  2. Frequency of Spend
  3. Social Influence
  4. Relation to the Business - First Name Basis/Personal Relationship with the owner

This then determines the level of (de)prioritization one receives. Custoemrs who don’t spend but are always complaining have their social score audited and if your potential reach is within acceptable risk margins, you are deprioritized.

E. G. @martingicheru may not have high spend or even frequent spending but his auditable social reach might be in the 10% of all internet users in Kenya so he is prioritized either way.

I say auditable because there are users whose reach is shadow based - untrackable - like via personal recommendations, Private Facebook or whatsapp groups and if word gets bad there then your business starts seeing negative sentiment followed by reduced revenue - Buyer Beware on Facebook is one example

The issue comes in when users aren’t responded to at all.


Had a reliable source confirm this is actually what they do.

I remember some guy who had complained about his insurer rejecting to foot the bill for the engine replacement of his Mercedes. He had been a loyal client for over 8 years. Changed cars like thrice and never had an incident that required the insurance to pay.

He was bitter why his insurer would reject to have his car’s engine replaced after it knocked. Kwa hiyo post akasema atanunua gari mpya and he’s looking for suggestions of a new and reliable insurer.

People posted multiple comments vile insurance so and so is good or bad e.t.c. It was on a Saturday. The guy’s insurer called him on Sunday (off day) and sorted out the issue. They offered to replace the engine and apologized.

Buyer Beware issue hufika huko kama iko sorted the same day.