In a bid to improve service delivery, Bank of Kigali (BK) has unveiled ‘Ikaze’, a platform that will be used by its customers to submit feedback concerning the services they are given.

The platform was officially launched on Friday, October 7 at Nyagatare, Gicumbi and Bugesera branches of the bank.

BK customers believe that the platform will help in bettering the services they are given and provide them with an opportunity to play a role in what is done for them.

Dan Ngamije, a customer of BK, said the platform is different from the existing way of writing notes on paper and putting them in suggestion boxes.

"With a suggestion box, it is possible that the papers can get lost, preventing our suggestions from reaching those in charge of considering them. Thanks to this new technology, our suggestions will be safe. We will be heard and be able to receive better services,” he said.

A client can use ‘Ikaze’ service to communicate what works with BK services and what doesn’t, depending on how they were received by the bank.

According to Diane Karusisi, Chief Executive Officer of BK, that will help the bank to get a clear picture of how its branches operate, given that those that work well and those that don’t will be spotlighted.

"Customers will tell us if they are satisfied with our services or not by using Ikaze. They will also be able to inform us on where we need to put more effort. All that information will reach us and we will be able to know the branches that work well, those that do not work well as well as the services our customers are not happy with so that we can make decisions,” she said.

During the official launch of Ikaze in Gicumbi and Bugesera branches of BK, Désiré Rumanyika, Chief Operations Officer of the bank, said the technology comes at the right time and will help the bank to deliver better services.

"In this Customer Service Week where we celebrate customers and the services they are given, we found it important to think of clients and help them to play part in what is done for them. That is why we officially launched Ikaze which will help us to continue collecting information from our clients hence keeping up our goal of bettering financial services we offer,” he said.

Ikaze will be available in all branches of BK. It is expected that soon, the bank’s customers will be able to access it by using their mobile phones without having to go to any BK branch.