Screen Reader Mode Icon

Welcome!


At Blu Flamingo, we are committed to understanding and enhancing the evolving landscape of services in Rwanda for our clients. We are currently conducting a comprehensive study on the Banking Sector to evaluate performance, customer satisfaction, and the overall direction of financial services.

Why your voice matters

The banking industry is a cornerstone of our economy. Your feedback—as a customer and citizen—provides the real-world insights needed to assess how well financial institutions are meeting your needs. By sharing your honest experience, you are helping to shape a clearer, more customer-informed future for banking in Rwanda.

What to expect

  • Approximately 5–7 minutes

  • Your responses are 100% anonymous. We do not collect identifying details, and all data is analyzed in aggregate form only.

  • As a token of appreciation, three (3) lucky participants will be randomly selected to win RWF 20,000 each. To enter the prize draw, you may voluntarily provide your phone number or email at the end of the survey. This information will be used only for prize notification and will not be linked to your responses.

Thank you for contributing your perspective and helping us build a deeper understanding of banking in Rwanda.

Ready to begin?

Click OK below to proceed.
Section 1: Respondent Profile

Question Title

* 1. Age Group:

Question Title

* 2. Gender:

Question Title

* 3. Area of Residence:

Question Title

* 4. What is your highest level of education completed?

Question Title

* 5. Employment Status:

Question Title

* 6. Monthly Income Range:

Question Title

* 7. Which financial services do you currently use? Select all that apply.

Section 2: Top-of-Mind Awareness (TOMA)

Question Title

* 8. When you think of banks in Rwanda, what is the FIRST name that comes to mind?

Question Title

* 9. When you think of digital financial services or FinTech apps, what is the FIRST name that comes to mind?

Question Title

* 10. When you specifically think of mobile money services, what is the FIRST provider that comes to mind?

Question Title

* 11. When you think of digital payments for transport, bills or shopping, what is the FIRST service that comes to mind?

Question Title

* 12. Which of these banks have you heard of?

Question Title

* 13. Which of these digital financial services have you heard of?

Question Title

* 14. Which of these banks have you EVER used?

Question Title

* 15. Which are you CURRENTLY using?

Question Title

* 16. Which ONE do you use MOST frequently?

Section 3: Brand Perception

Question Title

* 17. How much do you agree with these statements

  Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree
It understands and meets the needs of people like me (Meaningful)
It offers something unique that other banks don't (Different)
It comes to mind quickly when thinking about banking (Salient)
It is trustworthy and financially stable
It has high-quality customer service
It offers affordable loans and credit
It has strong digital/mobile banking
It is an international/pan-African bank

Question Title

* 18. How likely are you to consider Your bank for your next banking product

Section 4: Customer Service & Experience

Question Title

* 19. Overall, how would you rate the customer service at your MAIN bank?"

Question Title

* 20. For your main bank, please rate these aspects:

  Very Poor Poor Average Good Excellent
Staff professionalism and friendliness
Speed of service and queue management
Effectiveness of problem resolution
Quality of digital/online support
Branch accessibility and convenience

Question Title

* 21. Compared to other banks, your main bank's customer service is:

Section 5: Brand Image & Differentiation

Question Title

* 22. Which ONE bank do you feel stands out the MOST from others?

Question Title

* 23. What is the MAIN reason it stands out?

Question Title

* 24. Which banks do you associate with these attributes?

  Most innovative in digital banking Best for business banking Most customer-friendly Most trustworthy Best for personal loans
Bank of Kigali (BK)
Equity Bank Rwanda
BPR Bank Rwanda
I&M Bank Rwanda
NCBA Bank Rwanda
Ecobank Rwanda
Access Bank Rwanda
GT Bank Rwanda
Bank of Africa Rwanda
Section 6: Competitive Context & Market Dynamics

Question Title

* 25. For everyday transactions, which type of service works better for you?

Question Title

* 26. Do you think traditional banks in Rwanda are keeping up with FinTech innovation?

Question Title

* 27. What are the THREE most important factors when choosing a bank?

Section 7: Loyalty, Advocacy & Switching

Question Title

* 28. How likely is it that you would recommend your main bank to others?

NOT AT ALL LIKELY
EXTREMELY LIKELY

Question Title

* 29. How likely are you to switch your main bank in the next 12 months?"

Question Title

* 30. What would MOST likely make you switch banks?

Section 8: Marketing & Communication

Question Title

* 31. In the past 3 months, which banks have you seen or heard advertising from?

Question Title

* 32. Where do you typically notice bank advertising or get information?

Section 9: Final Assessment & Ranking

Question Title

* 33. Overall, which bank do you consider the BEST in Rwanda? (Please rank them by dragging and dropping into your preferred order.)

Question Title

* 34. Which banks are leading in these areas?

  Overall market leadership Digital innovation leadership Customer service leadership BusinesS banking leadership
Bank of Kigali (BK)
Equity Bank Rwanda
BPR Bank Rwanda
I&M Bank Rwanda
NCBA Bank Rwanda
Ecobank Rwanda
Access Bank Rwanda
GT Bank Rwanda
Bank of Africa Rwanda
This information will be used only for prize notification and will NOT be linked to your responses.

Question Title

* 35. Email or Phone Number (optional)

0 of 35 answered
 

T