Weak customer service hurts ** Safaricom**’s reputation and causes customers to flee to competitors, who are more respondent… … "Customer Service ( Safaricom)" will have a long-term negative impact on this entity, which subtracts from the entity's value. This statement will lead to a decrease in profits. "Customer Service ( Safaricom)" is an easy qualitative factor to overcome, so the investment will not have to spend much time trying to overcome this issue.