14 February 2013

Rwanda: Tigo Hits the Streets to Understand Customers

Photo: Leonard Magomba
A mobile phone user (file photo).

A team of almost 100 Tigo collaborators took to the streets of Ruvabu to ask people what they like about the telecoms company and what new things they want. The survey is part of a program designed to bring Tigo employees closer to the customer and increasing the fidelity of the feedback from customers.

Tigo employees were divided in different teams covering the busiest parts surrounding Rubavu town, city centre and public beach.

Among them were Tigo senior managers, including CEO Diego Camberos. "Both our colleagues and customers were glad with this opportunity to interact," he said. "It reassures us to know that customers maintain their preference for Vuga Packs and Tira Tigo and that our new tariff to call other networks has been well accepted. Yet we recognize we also have things to improve."

Camberos explained that these visit had already given valuable information and the program would become a periodical exercise countrywide during the rest of the year.

Tigo subscribers also appreciate the exercise. "When a Tigo person came into my shop and asked me how Tigo could serve me better, I felt appreciated," said a Rubavu shop owner.

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