In a move underscoring its dual focus on internal culture and service, Safaricom has announced the temporary closure of several of its retail shops across the country for a staff event, even as it celebrates a monumental achievement of surpassing 50 million customers in Kenya.
The telecom giant confirmed that its shops in the Nairobi Metropolitan Area, Mombasa, Malindi, Diani, Machakos, Kitui, Thika, Nyeri, Nanyuki, Embu, Maua, Meru, and Garissa will be closed all day on Thursday, 9th October 2025. Furthermore, locations in the Mount Kenya, Coast, Eastern, and North Eastern regions will begin closing early, from 11:30 AM on Wednesday, 8th October, to allow staff to prepare for the internal event. Operations are expected to return to normal on Friday, 10th October.
Despite the temporary physical closures, the company has moved to assure customers that its services remain accessible. In an official statement, Safaricom encouraged users to leverage alternative channels, including the Zuri Chatbot on its digital platforms, the Safaricom Contact Centre, and Authorized Safaricom Dealer Outlets near its retail shops.
This announcement comes on the heels of a major corporate milestone. Just months ago, Safaricom revealed it had crossed the 50-million-customer mark on its Kenyan mobile network. This achievement was shortly followed by news of another significant triumph in its Ethiopian operations, where it surpassed 10 million customers as of July 2025.
Reflecting on the 50-million milestone in Kenya, Safaricom CEO Peter Ndegwa expressed profound gratitude. “We are honoured by the trust that over 50 million Kenyans have placed in us. This milestone reflects the deep connection we have built with Kenyans over the past two and a half decades,” Ndegwa stated. “As we approach our silver jubilee, we recommit ourselves to always being a force for good and creating what’s next for our customers.”
Ndegwa attributed this growth partly to the company’s intensified customer engagement drive, which began in 2024 and will culminate in its 25th-anniversary celebrations in October 2025. Initiatives like Sambaza Furaha and M-PESA Sokoni have been central to this strategy.
The rapid ascent in Ethiopia, a relatively new market, underscores the company’s ambitious vision. “Our journey has always been about putting customers first, and this achievement is a direct reflection of that dedication,” Ndegwa added. “Looking ahead, our next chapter will be about deepening the impact, personalizing customer experiences, and driving Kenya’s digital transformation agenda.”
The company aims to solidify its position as Africa’s leading purpose-led technology company by 2030. The temporary shop closure, while a minor inconvenience, is a testament to the company’s investment in its staff, even as it continues to expand its digital and physical footprint across the continent. Customers are advised to plan accordingly and utilize the available digital customer service options during the brief closure period.
