Millions of Kenyans are increasingly relying on internet-based platforms to communicate, leaving behind a mobile phone service that was once central to everyday conversations.
New figures released by Safaricom on Thursday, November 5, 2026, have revealed a sharp decline in traditional text messaging as customers embrace alternatives such as WhatsApp and Telegram.
In its half-year financial results for the six months ended September 30, the telecommunications company reported that the average number of SMS messages sent per subscriber dropped by 22.9 per cent to 98.94.
Safaricom attributed the decline to changing customer behaviour, with more people shifting to internet-based messaging platforms to communicate.
The company stated that its messaging revenue also declined by 8.6 per cent to KSh5.01 billion during the period.
“Messaging revenue declined 8.6% YoY to KShs 5.01Bn, driven by the continued migration of customer communications to IP-based and over-the-top (OTT) messaging platforms, a trend observed across the global telecommunications industry,” the company said in its financial report.
Despite the decline in traditional texting, Safaricom recorded an 8.8 per cent increase in active messaging customers, bringing the number to 25.86 million.
The figures indicate that although more customers continue to use the company’s messaging services, they are sending fewer conventional text messages.
WhatsApp, Telegram and Facebook Messenger have become popular alternatives, allowing users to send messages, pictures, videos and voice notes through internet connections.
The platforms also offer voice and video calling services, making them convenient for personal conversations, workplace communication and business interactions.
However, traditional SMS remains important in Kenya, particularly for M-Pesa transaction alerts, banking notifications, one-time passwords and verification messages.
The latest results highlight the changing communication habits of mobile phone users as internet-based services continue to reshape Kenya’s telecommunications industry.
For Safaricom, the challenge will be adapting its messaging services to changing customer preferences as more communication moves from traditional text messages to internet-based platforms.
