Equity Bank Uganda has reaffirmed its commitment to improving customer experience and supporting businesses and communities as it marked Customer Service Week 2026 under the theme “Going the Extra Mile.”
The celebration, held in Kampala, brought together customers whose experiences highlighted how access to financing, responsive banking services and strong customer relationships can contribute to business growth and community development.
Speaking at a customer appreciation breakfast, Equity Bank Uganda Head of Customer Experience Jael Christine Wawulira said the event was an opportunity for the Bank to appreciate its customers while reflecting on the quality of service it provides.
“Going the extra mile is not merely about meeting expectations. It is about creating meaningful experiences, building lasting relationships and demonstrating genuine care in every interaction with our customers,” Wawulira said.
Among the customers recognised was Alfred Anyoti, Managing Director of Ana Investments Uganda Limited, whose relationship with Equity Bank dates back to 2011.
Anyoti said access to financing and guidance from his relationship manager, Hillary Andrews, played a key role in helping him grow his business.
He said after investing about Shs500 million in property, he was able to strengthen his capacity to access larger financing and later secured a government contract worth approximately Shs1 billion, which was financed by Equity Bank.
“Business opportunities often come with strict timelines, and having access to financing at the right time can make a significant difference,” Anyoti said.
He credited the Bank and his relationship manager for supporting his journey from the early stages of entrepreneurship to pursuing larger business opportunities.
The event also highlighted the role of banking partnerships in supporting community development.
Solomon Serwanjja, Chairman of Bamutakudde Village, said his relationship with Equity Bank began during his university days and has since expanded to include several accounts for his organisation.
Serwanjja is now championing a five-year development plan for Bamutakudde focused on improving access to clean water, increasing household incomes and strengthening community accountability.
The community is working towards sinking three boreholes after completing geological studies. It is also exploring collective poultry farming aimed at helping households work towards earning at least Shs20,000 per day.
Serwanjja called for partnerships with Equity Bank and other stakeholders to support the community in turning its development plans into reality.
Meanwhile, Equity Bank Uganda Executive Director Claver Serumaga acknowledged that the Bank has faced challenges in delivering consistent customer service but said it is investing in technology, people and infrastructure to improve the customer experience.
“We recognise that we have not always got everything right. But our commitment remains clear: we will continue listening, responding and working to fix the things that do not work for our customers,” Serumaga said.
He said the Bank has established a dedicated technology team, developed a new data centre, upgraded its internet and mobile banking platforms and improved technology used by Equity Agents.
The Bank is also strengthening its contact centre and reviewing branch coverage to make banking services more accessible to customers.