The Communications Commission of Kenya is mandated to ensure provision of good quality services by licensed telecommunications network operators and service providers as stipulated in Section 23 of the Kenya Information and Communications Act, Cap 411A.
The 2010/2011 Quality of Service report analyses the performance of the four mobile service operators based on the eight Key Performance Indicators (KPIs) agreed upon between the Commission and the operators. The parameters include call completion rate, call set up success rate, call set up time, hand over success rate, dropped calls, blocked calls, speech quality and signal strength.

According to the report, Airtel Kenya Ltd, Essar Telecom and Safaricom Ltd met six (6) out of the eight (8) Quality of Service parameters for compliance, while Telkom Kenya met four (4).

CCK has provided the mobile operators with the measurement results and issued them with appropriate notices to remedy any non-conformity with the QoS standards in line with the terms and conditions of their licences.

Based on the above mentioned KPIs the Commission continues to carry out independent quality of service measurement throughout the country to confirm operators' compliance with this requirement and in accordance with section 8 of the Kenya Information And Communications (compliance Monitoring, Inspections And Enforcement) Regulations, 2010. The full report is available here http://www.cck.go.ke/consumers/other_info/downloads/Cellular_Mobile_QoS_assessment_report_2010-2011.pdf