Kenya Power recorded growth in the number of customer requests on its self-service platforms during the last financial year, in tandem with a growing customer base.
The total customer interactions on MyPower App increased by 22.12% during the financial year ended June 30. 2025 to 2.02 million compared to 1.65 million interactions on the same platform that were recorded during the previous financial year.
Similarly, customer requests on the Company’s USSD Code *977# increased by 13.58% from 1.62 million to 1.84 million during the period under review.
“One of our strategic growth pillars is customer satisfaction.
We have identified various ways through which we intend to enhance service delivery, riding on technology.
Our self-service platforms offer our customers the convenience to access our services at their comfort, which is a step forward in our journey towards seamless service delivery” said
Kenya Power’s Managing Director Dr. Joseph Siror.
Bill query stood out as the most sought service on the self-service platforms during the year, registering an additional 304,198 new requests and bringing the total number of bill query requests to 1.7 million.
Similarly, the bill simulator attracted 21,967 new requests during the period as more customers sought to understand their electricity bills.
The total number of requests for bill simulator stood at 99,709 at the end of the financial year.
“The bill simulator is a very important component of our self-service platforms as it
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