Equity Bank Uganda has recognised 80 customers for their loyalty, business growth, community contributions and long-standing relationships with the bank as part of Customer Service Week 2026.
The customers were recognised during a customer appreciation breakfast at Protea Kampala on Thursday, with similar events held across the bank’s Northern, Eastern and Western regions under the theme “Going the Extra Mile”.
Those recognised included some of the bank’s longest-serving active customers, top depositors, repeat borrowers and customers whose businesses and community initiatives have had a wider impact.
For some of the customers, their relationship with Equity Bank has developed from basic banking services into partnerships that have supported business expansion and community projects.
One of them is Alfred Anyoti, Managing Director of Ana Investments Uganda Limited, whose relationship with the bank began with a personal account in 2011.
Anyoti said the relationship became particularly important as he sought to expand his agricultural engineering business. With guidance from his relationship manager, Hillary Andrews, he invested about Shs500 million in developing property after initially having limited assets that could be used as security.
The investment later strengthened his ability to access financing, helping him secure a government contract worth about Shs1 billion.
He said Equity Bank provided financing that enabled his company to execute the contract within the required timelines.
“Business opportunities often come with strict timelines, and having access to financing at the right time can make a significant difference,” Anyoti said.
Another customer recognised was Solomon Serwanjja, whose relationship with Equity Bank began when he was still a university student. His organisation now operates about five accounts with the bank.
Serwanjja, who is Chairman of Bamutakudde Village and CEO of the African Institute for Investigative Journalism, is also working on a five-year development plan for his community.
The plan focuses on improving access to clean water, strengthening accountability and increasing household incomes. The community plans to construct three boreholes after geological studies identified suitable sites.
Serwanjja is also promoting a poultry project that will bring households together to produce, brand and market eggs, with a target of helping families work towards earning at least Shs20,000 a day.
“We want to work together to improve the communities in which we live,” he said.
Speaking at the event, Equity Bank Uganda Head of Customer Experience Jael Christine Wawulira said Customer Service Week was an opportunity to appreciate customers while reflecting on how the bank serves them.
She said going the extra mile means listening to customers, responding with empathy and making them feel valued.
Equity Bank Uganda Executive Director Claver Serumaga said the stories of the recognised customers showed how long-term relationships between the bank and its customers can support business and community development.
He also acknowledged that the bank has experienced service challenges, including system failures that have affected some customers.
Serumaga said the bank has invested in technology, infrastructure and staff to improve its services. These investments include a dedicated technology team, a new data centre opened earlier this year, upgraded internet and mobile banking platforms and improved systems for Equity agents.
The bank is also reviewing its branch network and strengthening its contact centre to make it easier for customers to access support.
Serumaga added that about 90 per cent of Equity Bank Uganda staff have received artificial intelligence certification, giving them skills to help customers explore how technology can improve their businesses.
The recognition of the 80 customers highlighted the different ways in which customers interact with the bank, from saving and borrowing to expanding businesses and supporting community development.
Equity Bank said the Customer Service Week celebrations are intended to recognise these long-term relationships and reinforce its focus on supporting customers beyond everyday banking transactions.
