March 15. 2025
Kenya Power
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In 2024, Kenya Power served approximately 7 million customers through a prepaid metering system. These
meters operated under the Standard Transfer Specification (STS), which used Token Identifiers (TID) to validate
purchased electricity tokens.
By November 2024, all STS meters required a mandatory software update to continue accepting tokens.
Without the update, meters would have stopped recognizing new tokens, disrupting electricity access for
millions of customers.
How to effectively drive awareness, urgency, and action among prepaid customers to ensure a seamless
update process before the deadline.
To ensure a seamless meter update process, Kenya Power leveraged customer insights for effective
communication:
● Language & Engagement: Research showed that “Swanglish” resonated best, making messages clear
and relatable (e.g., hatuanuangi stima).
● Trust & Authority: Featuring the Kenya Power CEO reduced skepticism and boosted confidence in the
update’s necessity.
● Messaging Tone: A Did You Know? approach proved more engaging than alarmist tones, encouraging
positive action.
● Digital Accessibility: Open social media channels allowed real-time feedback, enhancing transparency
and support.
The “Update Token Meter Yako” campaign effectively integrated various multimedia elements to enhance
engagement and communication. These were shared across different digital and traditional media
platforms such as Facebook, Instagram, X, LinkedIn, YouTube, TikTok, TV, radio, print, and Vox Pops.
The campaign achieved notable successes:
● 50% Target Achieved in First Month: 3 million meters were upgraded.
● Conversion Success: 5.5 million households successfully updated in 3 months.
● Social Media Impact:
○ 954 Mentions
○ 29.85M Impressions
○ 160.87K Interactions
● Positive Sentiment: A 32% increase in Net Sentiment Ratio (positive and neutral), reaching
83.2%.
