Safaricom has provided a clear method for customers to permanently stop receiving repeated survey messages related to its My OneApp platform, following public complaints from subscribers.
The issue gained attention after a Safaricom user on X, @ilanakariukii, expressed frustration over persistent SMS prompts asking for feedback despite having declined to participate. The messages invited users to rate their experience with My OneApp, offering options to respond with 'Yes', 'No', or 'Never'.
How to Block Survey Messages
In response, Safaricom’s customer care team advised affected users to use their phone’s messaging features to block and report these texts as spam. The company instructed users to open the unwanted message, select More > Details > Block and report spam to prevent further notifications.
Context: My OneApp Feedback Drive
These survey messages are part of Safaricom’s efforts to gather user feedback following the launch of My OneApp, which merges the former M-PESA and MySafaricom apps into a single platform. Since its rollout, the app has sparked mixed reactions, with users praising new features but also reporting challenges such as login issues and slower performance.
To address these, Safaricom has encouraged structured feedback through online forms and increased its digital customer support presence, particularly on social media platforms like X.
Ongoing Customer Engagement
- Safaricom continues to respond to user concerns on issues ranging from app login to device settings.
- The company relies heavily on digital channels for troubleshooting and fraud prevention guidance.
- While survey participation is voluntary, some subscribers prefer not to receive repeated requests after opting out.
Safaricom has not announced changes to the frequency of survey invitations but recommends users block unwanted messages via their device settings.
