TSM invests time and effort to conduct an annual cross-sector customer satisfaction survey.

2. Tonight’s Programme
6.00 – Arrival of Guests
6.30 – Welcome address MCs Eugene Anangwue and
Carol Rugege
Entertainment
6.45 – Presentation by Simon Corden from ServiceMag
7.00 – Awards Ceremony (round 1)
Entertainment
7.30 – Awards Ceremony (round 2)
Guest of Honor
8.00 – Final round with Overall Best Service provider

3. Award Categories
• Top Restaurants, Supermarkets and Health Services
• Government Departments and Districts
• Internet Service Providers
• Telephone Service Providers
• Pay TV
• Star-rated Hotels
• Road Transport Companies
• Airline Operators
• Insurance Brokers
• Banks
• Overall Winner across all service sectors

4. Customer Surveys – why bother?
Simon Corden
ServiceMag Online Editor

6. Most things are
difficult before
they are easy...

14. “We asked”
BUT!
“You said”
“We did”

15. You said...
We have concerns over alcohol related anti-social
behaviour in Longbenton, North Tyneside.
We did...
We have increased patrols and resources in the
area to identify and target offenders.
Arrests have been made and referrals made to
support agencies.

16. The ServiceMag Survey 2012
• TSM wanted opinions on levels of customer
satisfaction across all sectors and to recognise
the best in class
• TSM YES we had difficulties
• TSM YES we found it took a lot of time
• TSM YES we have learned and will act

17. Tonight’s Programme
6.00 – Arrival of Guests
6.30 – Welcome address MCs Eugene Anangwue and
Entertainment
6.45 – Presentation by Simon Corden from ServiceMag
7.00 – Awards Ceremony (round 1)
Entertainment
7.30 – Awards Ceremony (round 2)
Guest of Honor
8.00 – Final round with Overall Best Service provider

18. Award Categories
• Top Restaurants, Supermarkets and Health Services
• Government Departments and Districts
• Internet and Telephone Service Providers
• Telephone Service Providers
• Pay TV
• Star-rated Hotels
• Road Transport Companies
• Airline Operators
• Insurance Brokers
• Banks
• Overall Winner across all service sectors

19. Nominees - Supermarkets
Ndoli’s
Simba Supermarket
Nakumatt Supermarket
La Gallette
T2000

20. Nominees - Restaurants
Bourbon
Heaven
Fantastic Restaurant
Camellia Tea House
Chez Robert

21. Nominees – Health Institutes
King Faisal Hospital
La Croix de Sud
Polyclinic Plateau
Centre Hospitalier Universaire de Kigali
Dr Kanimba

22. Nominees – Government Agencies
RDB
RRA
ORINFOR
BNR
RURA
RBS
RSSB
PSF
MAGERWA
Immigration & Emigration
Public Service Commission
Electoral Commission
National Land Centre
National ID Project
Student Financing
Rwanda National Police

23. Nominees – District Administration

24. Nominees – Internet Services
Altechstream
Airtel
MTN
ISPA
Tigo
Rwandatel
Broadband Systems Corporation New Artel

25. Nominees – Telephone Services
Airtel
MTN
Tigo
Rwandatel

26. Nominees – Pay TV
StarTimes
DSTV
CANAL+

27. Nominees – Star-Rated Hotels
Serena Hotel - Kigali City
Nyungwe Forest Lodge - Nyamasheke
Lake Kivu Serena –Rubavu
Mille Collines Hotel - Kigali City
Lemigo Hotel -Kigali City
The Manor Hotel -Kigali City
Top Tower - Kigali
Virunga -Musanze
Golden Hill - Kigali
La Palisse Hotel - Kigali
Beau Sejour - Kigali
Sport View - Kigali
La Palme Hotel -Musanze
Alpha Palasse Hotel - Kigali
Sabyinyo Silver Back Lodge - Musanze
Peace Land - Rubavu
L E Belvedere - Rubavu
Home Inn -Musanze
Credo - Huye
Aberdeen - Kigali
Ninzi Hill Hotel - Kigali
Okapi Hotel - Kigali
Impala Hotel - KIGALI CITY
Saint Anne Hotel Kigali
Relay’s Gorilla Hotel - Kigali
Michae’sl Den -Kigali
STIPP Rubavu -Rubavu
STIPP Kigali - Kigali
Dream Inn - Kigali
Mostej - Rubavu

28. Nominees – Road Transport
Virunga Ponctuel
Sotra Tours&travel
Agency
Volcano Express
Horizon Express
Rugali Travel Agency
Kigali Safaris
Impala Travel Services
Urumuli Travel Services
Omega Sarl
Belvedere Lines
Kigali Development Parterners
Kigali Bus Services
Confort Express
Stella Express
Intashya Express
Capital
Royal Express
Yahoo Car Express
Muhabura
Coache
Kampala Coache
Onatracom
Jaguar

29. Nominees – Airlines
Rwandair
Kenya Airways
Ethiopian
Airways
Air Uganda
SN Brussels
Turkish Airline
KLM
Qatar Airways
South African
Airways

30. Nominees – Insurance
MMI
SONARWA
SORAS
CORAR
COGEAR
PHOENIX
RAMA

31. Nominees – Banking
BK
BRD
FINA
COGEBANQUE
BCR
ECOBANK
UOB
ACCESS BANK
BPR
KCB
ZIGAMA CSS
AGASEKE BANK
EQUITY BANK
UNGUKA BANK

32. Guest of Honour

33. Overall Best Service
Provider
2012