Published to mark Customer Service Week 2026 | 5–9 October 2026 

Getting connected is only the beginning for many of our customers. What matters is what that connection allows them to do next: a teacher finding resources to support a lesson, a business staying connected to its customers and suppliers, a farmer checking market information, or a learner discovering something beyond the classroom. 

That is why we go further for our customers. 

For Mawingu, customer service is closely tied to the reason we exist. Our mission is Open Opportunities, built around providing reliable, affordable and meaningful connectivity to communities that have historically been underserved. As outlined in our 2025 Impact Report, the goal is not simply to connect more homes, schools and businesses, but to enable access to education, digital skills, e-commerce, health information and wider economic opportunities. 

Going further starts with understanding what customers need 

For us, going the extra mile is not about doing something extraordinary for the sake of it. It is about paying attention to the realities of the people and communities we serve and continually asking how connectivity can work better for them. 

Sometimes that means making reliable internet available in places where providing it comes with real logistical challenges. Sometimes it means improving network reliability, responding when a customer needs support, or having teams on the ground who understand the communities they serve. And sometimes it means listening closely enough to understand what a customer is trying to accomplish beyond the service they have purchased. 

Our 2025 Impact Report reflects this approach, noting that challenges such as rural terrain, high deployment costs and unpredictable power infrastructure continue to push Mawingu to innovate and develop solutions suited to the communities we serve. The report also highlights the role of local technicians in making network maintenance and troubleshooting more timely and locally managed. 

The real measure is what happens after connection 

Our customers show us why this matters. 

At Ainabkoi Farmers’ Co-operative Society, internet connectivity was previously both expensive and unreliable. According to Mawingu’s 2025 Impact Report, the co-operative had been spending about KSh 35,000 a month on internet before moving to Mawingu at KSh 3,200 a month, while gaining a faster and more stable connection. That change did more than reduce the bill. Farmers could access market prices, weather updates and financial services, while staff could manage records, communicate with stakeholders, and coordinate activities more efficiently. 

For the co-operative’s CEO, Mr. Tirop, the value became clear in the way the organisation could now work with real-time information. As he put it, “For the first time, the cost matches the value, and in fact, the value far exceeds the cost.” 

The same value can be seen in schools. At Yathrib School in Garissa, teachers and learners are using Mawingu WiFi to access online learning resources, while the school has reduced its reliance on costly data bundles. At Tumaini Boys Secondary School, reliable connectivity is helping students research their work while giving teachers easier access to platforms such as NEMIS and TPAD. 

Different customers have different needs. What connects these experiences is the value they are able to get from being connected. 

A commitment that goes beyond the connection 

According to Mawingu CEO Farouk Ramji, the purpose of the service has always been bigger than the infrastructure itself: 

“Mawingu’s aim is not to simply drop an Internet cable at someone’s doorstep. We seek to help our customers access new opportunities for work, education, entertainment, and social connections through the power of the Internet.” 

That thinking is central to why we go further. It is also reflected in Mawingu’s wider ambition to use connectivity to open opportunities for the communities we serve. According to the 2025 Impact Report, Mawingu aims to positively impact 1 million Africans by 2028 and had expanded to 31 counties in Kenya, connecting more than 35,000 homes, businesses and institutions by the end of 2025. 
 
Why we keep going further 

This year’s Customer Service Week theme, “The Extra Mile,” gives us a simple way to describe what this commitment looks like. The extra mile is different for every customer. It may be a reliable connection when a business needs it most, access to an online resource that helps a student understand a difficult concept, or the support that gets a customer back online when they need it. 

For us, going further means not stopping at the point where the service is delivered. It means paying attention to what happens afterwards and whether that service is creating the opportunity it was meant to create. 

That is why we go further for our customers. Because behind every connection is a person, a school, a business or a community with somewhere they want to go. 

Happy Customer Service Week 2026. 

To learn more about Mawingu, our connectivity solutions and the communities we serve, visit Mawingu.