Safaricom is Kenya’s biggest company in almost every metric you could care to measure: revenue, profits, tax, users; all of these and more. And yet it’s probably the most complained about company after KPLC. In my family, we’re always complaining about how the network is down, data is down or 3G not working. Complaints about the cost of calls, data, and sending money over Mpesa are voiced every few days. Despite all this we stick with them, and I’m not entirely sure why.