Kenya Power recorded growth in customer requests on its self-service platforms during the last financial year, in tandem with a growing customer base.
Total customer interactions on the MyPower App increased by 22.12% during the financial year ended June 30, 2025, to 2.02 million, compared to 1.65 million interactions 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.
Bill query stood out as the most sought service on the self-service platforms, registering 304,198 new requests and bringing the total number of bill query requests to 1.7 million.
The bill simulator attracted 21,967 new requests, with the total number of requests standing at 99,709 by the end of the financial year.
Managing Director and CEO of Kenya Power, Engr. Dr. Joseph Biror, said, “One of our strategic growth pillars is customer satisfaction. We’ve identified ways to enhance service delivery through technology. Our self-service platforms offer customers convenience and are a step toward seamless service delivery.”
“The bill simulator empowers customers to understand their power bill and plan accordingly. Our business focuses on powering livelihoods to prosperity, so it’s essential for customers to understand and plan for their electricity consumption,” Dr. Biror added.
He also highlighted other important services on the self-service platforms, including the self-reading option for accurate billing and the Jua for Sure service to authenticate Kenya Power staff.
New registrations for the self-service platforms increased by 10,440 to 41,265, while requests to confirm the identity of Kenya Power staff rose by 6,887 to 33,422.
Using the self-service platforms, Kenya Power customers can access various services, including reporting power outages, purchasing electricity tokens, tracking application status for new connections, and more.
Source: https://energynewsafrica.com
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