Equity Bank Uganda has recognised 80 customers for their loyalty, business growth and contributions to their communities as the bank marked Customer Service Week 2026 under the theme “Going the Extra Mile”.
The customers were honoured at an appreciation breakfast held at Protea Hotel Kampala. Similar events were held in the bank’s northern, eastern and western regions.
The awards recognised customers from different sectors, including long-serving account holders, business owners who have grown their enterprises, repeat borrowers and major depositors. Others were recognised for their contributions to community development.
The event highlighted how long-term relationships between a bank and its customers can extend beyond saving and borrowing to supporting businesses, creating opportunities and improving livelihoods.
For some of the award recipients, the relationship with Equity Bank has grown alongside their personal and professional journeys.
For Alfred Anyoti, managing director of Ana Investments Uganda Ltd, what began as a personal banking relationship in 2011 has developed into a partnership that has supported the growth of his agricultural engineering business.
Anyoti said the bank helped him strengthen his financial position and access funding when he needed to expand his business and pursue larger contracts.
He recalled that when he approached the bank for financing, his relationship manager, Hillary Andrews, guided him on how to improve his financial standing.
With limited assets available to offer as security, Anyoti said he invested about Shs500 million in developing property. The investment later strengthened his ability to access financing.
He subsequently secured a government contract worth about Shs1 billion, which he said he was able to execute with financing from 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.
His experience illustrates the role that timely financing and financial guidance can play in helping businesses take on larger assignments.
Another customer, Solomon Serwanjja, said his relationship with Equity Bank began when he was a university student. His organisation now maintains about five accounts with the bank.
Serwanjja, who is chairman of Bamutakudde Village and chief executive officer of the African Institute for Investigative Journalism, is also pursuing a five-year development plan aimed at improving the welfare of residents in his community.
The plan focuses on access to clean water, accountability and improved household incomes.
As part of the initiative, the community plans to sink three boreholes after geological studies identified suitable locations.
Serwanjja is also promoting a poultry project that would bring households together to produce, brand and market eggs.
The initiative aims to help participating households work towards earning at least Shs20,000 a day.
“We want to work together to improve the communities in which we live,” he said.
The two stories were among those highlighted during the customer appreciation event, which sought to demonstrate how banking relationships can support business development and community initiatives.
Speaking at the breakfast, Equity Bank Uganda head of customer experience Jael Christine Wawulira said Customer Service Week offered an opportunity to appreciate customers and reflect on the quality of service they receive.
She said going the extra mile meant listening to customers, responding to their needs with empathy and making them feel valued.
Equity Bank Uganda executive director Claver Serumaga said the experiences shared by customers demonstrated the impact of long-standing relationships that often receive little public attention.
However, Serumaga acknowledged that the bank had faced service delivery challenges, including system failures that had frustrated some customers.
He said the bank was investing in technology, systems and staff to improve the customer experience.
The investments include a dedicated technology team, a new data centre that was opened earlier this year, upgrades to internet and mobile banking platforms, and improvements to the technology used by Equity agents.
The bank is also reviewing its branch network and strengthening its contact centre to make customer support more accessible.
Serumaga added that about 90 per cent of the bank’s staff had received artificial intelligence certification, which he said would equip them with skills to help customers explore how technology could improve their businesses.
The recognition of the 80 customers highlighted different aspects of the relationship between the bank and its customers, from savings and borrowing to enterprise expansion and community development.
For Anyoti, access to financing helped him execute a government contract worth about Shs1 billion. For Serwanjja, a relationship that began with a university account has continued as he pursues projects intended to improve livelihoods in his community.
The bank used Customer Service Week to emphasise that customer service goes beyond processing transactions. It also involves understanding customers’ needs, supporting their ambitions and building relationships that can contribute to growth.
