The morning queue at Equity Bank Rwanda took on a different feel on October 1. Alongside the usual banking transactions, customers were offered breakfast and cups of coffee, served by some of the people who run the bank.
Managing Director Hannington Namara joined the service wearing a dark apron over his shirt and tie. Commercial Director Eric Rutabana and Head of Customer Experience Liliose Nyinawinkindi also welcomed customers and helped serve them.
Staff carried a tray through the banking hall, offering coffee to people waiting for service, including older customers seated in the branch.
The cups, bearing the KGL brand, were supplied by businesses that work with the bank. Their coffee gave customers a taste of local products and the businesses an opportunity to introduce what they do.
The gesture opened Equity Bank Rwanda’s customer month, held under the theme “Extra Mile”. But the focus was not only on the coffee.
Bank leaders used the informal setting to hear what customers thought of the service and what they wanted improved.
The bank says it will invite further feedback throughout October and use it to shape its services.
Equity Bank Rwanda also linked the choice of coffee to its support for the sector, saying it provides financing and training to farmers, processors, exporters and other businesses across the value chain.
The bank says it serves more than 1.7 million customers through 36 branches, nearly 6,000 agents, more than 5,000 merchant partners and 54 ATMs.
