RZ Manna, a bread and pastry house in Nyarutarama, has been voted the Best Service Provider for 2013. The Korean-run bread and pastry house, which has been in operations for barely a year, was announced during the awards night at Kigali Serena Hotel on Tuesday. 

While releasing the 2013 annual customer satisfaction survey results, Sandra Idossou, the organiser of the awards, said Rwandans were now more aware of their right to receive the best customer service.

The awards aim at promoting good customer service in the country.

Idossou, who is also the publisher of the ServiceMag magazine, said last year’s edition involved 2,000 participants compared to 2012 when only 500 respondents participated. The study was conducted online and also involved face-to-face interviews countrywide late last year. 

"Overall, the survey showed that supermarkets provided the highest customer satisfaction levels, while local governments trailed despite last year’s government drives to improve customer service in public offices.” 

In the transport industry, Horizon buses took the crown, while Corar was the best insurer and Polyclinic du Plateau took the best health care service provider accolade. Sakae Restaurant in Nyarutarama emerged winners in the restaurants category followed by L’epicurien and Zaafran restaurants, which were first and second runners-up, respectively.

RZ Manna also won the coffee shops category followed by Magda and Camellia cafes.

Tigo was voted best telecom and internet service provider followed by Airtel and MTN, respectively.

The directorate of immigration and emigration, which was last year’s overall winner, emerged the best service provider among the government institutions, beating the Rwanda Development Board and National ID project to the prize.

Kicukiro District beat other districts to the Best District service provider accolade.

Isango Star was the best media house, Engen took the best gas station; KLM was voted the best airline, while Access Bank emerged the best bank. Hotel des Milles Collines was voted the best among hotels category and Nakumatt took supermarkets’ category accolade.

"These results show that the customer care trainings and campaigns we have conducted are beginning to have some impact. However, we still need to do more to further improve the situation,” Clare Akamanzi, the Rwanda Development Board chief operating officer, said while presiding over the awards ceremony.