Housing Finance Bank 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 in the financial services sector.
The forum, held at La Confidential Hotel, provided a platform for participants to share experiences, raise service-related concerns, and provide feedback on the Bank’s products and delivery channels. It forms part of a broader industry shift towards customer-centric banking, where financial institutions are increasingly relying on structured engagement platforms to inform service improvement and product development.
The Arua engagement also reflects a growing emphasis within Uganda’s banking sector on regional inclusion, as banks expand beyond transactional relationships to more participatory models of customer engagement at branch level.
Speaking at the forum, Carolyne Agudo, Head of Customer Experience at Housing Finance Bank, said direct engagement remains essential in shaping relevant and responsive banking 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 inclusion of customers and local leaders adds depth to the feedback received.
“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 note that 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 customer feedback loops and improve service delivery across its branch network.
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