By Our Reporter
Housing Finance Bank has held its first Customer Forum in Arua District, bringing together customers, local leaders and bank staff in a structured engagement aimed at strengthening service delivery and deepening customer responsiveness.
The forum, held at La Confidential Hotel on April 13, provided a platform for participants to share experiences, raise concerns and give feedback on the bank’s products and service channels. It reflects a broader shift in the financial sector towards more customer-centric banking, where institutions are increasingly using direct engagement to guide service improvement and product development.
The Arua engagement also underscores a growing focus on regional inclusion within Uganda’s banking industry, as institutions expand beyond transactional relationships to more participatory models of engagement at branch level.
Carolyne Agudo, Head of Customer Experience at Housing Finance Bank, said direct interaction with customers remains critical in shaping relevant services. “Engaging directly with customers and stakeholders helps us understand lived experiences and identify areas where we need to improve to remain relevant and responsive,” she said.
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By Our Reporter
Housing Finance Bank has held its first Customer Forum in Arua District, bringing together customers, local leaders and bank staff in a structured engagement aimed at strengthening service delivery and deepening customer responsiveness.
The forum, held at La Confidential Hotel on April 13, provided a platform for participants to share experiences, raise concerns and give feedback on the bank’s products and service channels. It reflects a broader shift in the financial sector towards more customer-centric banking, where institutions are increasingly using direct engagement to guide service improvement and product development.
The Arua engagement also underscores a growing focus on regional inclusion within Uganda’s banking industry, as institutions expand beyond transactional relationships to more participatory models of engagement at branch level.
Carolyne Agudo, Head of Customer Experience at Housing Finance Bank, said direct interaction with customers remains critical in shaping relevant services. “Engaging directly with customers and stakeholders helps us understand lived experiences and identify areas where we need to improve to remain relevant and responsive,” she said.
Phillip Emunot, Branch Distribution Manager, noted that the forums are designed to strengthen feedback mechanisms beyond routine banking interactions. “We are intentionally creating platforms that allow us to engage customers in a more structured way, so that their feedback can directly inform service improvements across our network,” he said.
Trophimus Anguzu, Branch Manager for Arua, said the involvement of customers and local leaders enhances the quality of insights gathered. “This engagement brings together different voices from the community, which helps us better understand expectations and improve how we serve the region,” he said.
Industry analysts say such forums are becoming increasingly important in Uganda’s financial sector, as banks respond to rising customer expectations around service quality, accessibility and responsiveness, particularly in upcountry markets where direct engagement remains a key differentiator.
The Customer Forum is part of Housing Finance Bank’s ongoing initiative to strengthen feedback mechanisms and improve service delivery across its branch network
