RDB Steps Up Customer Service Drive in Eastern Province Tourism Sector

33 minutes ago EDITOR

Nyagatare District hosted a key stakeholder engagement on Tuesday morning as the Rwanda Development Board intensified efforts to raise service standards across the country’s tourism and hospitality industry.

RDB Chief Tourism Officer Irène Murerwa joined district officials, representatives from the Eastern Province, and members of the Rwanda Chamber of Tourism to discuss practical ways of improving customer care under the nationwide Na Yombi campaign.

Addressing participants, Murerwa highlighted the Eastern Province’s strong tourism potential, pointing to Akagera National Park, cultural sites, natural landscapes, and community-based experiences. She stressed that attractive destinations alone are not enough to retain visitors or generate positive word-of-mouth.

“Visitors also remember how they were welcomed and the quality of service they received,” she said. She urged businesses to treat customer complaints as opportunities for improvement rather than challenges, emphasizing the need to listen carefully, resolve issues promptly, and continuously refine service delivery.

The session forms part of a series of province-by-province activations under the revived Na Yombi campaign, which carries the theme of going the extra mile in service. Similar engagements have already taken place in districts including Musanze in the north, Rusizi in the west, and Huye in the south, bringing together hotel operators, tour guides, restaurant owners, and local officials. The campaign, first introduced in 2012 and reactivated in recent weeks during International Customer Service Week, seeks to embed a customer-centered mindset across both public institutions and private businesses.

Tourism remains a central pillar of Rwanda’s economy. In 2025 the sector generated $685 million in revenue from 1.49 million visitor arrivals, supported by gorilla trekking, national park experiences, and a growing meetings and events segment. Akagera National Park, which borders Nyagatare and neighboring districts, has benefited from sustained investment in wildlife recovery and community partnerships. Revenue-sharing arrangements channel a portion of park income into local infrastructure and livelihood projects, reinforcing the link between conservation success and community support.

By focusing on frontline service in the Eastern Province, organizers aim to ensure that rising visitor numbers translate into longer stays, higher satisfaction, and stronger recommendations.

Officials and industry representatives discussed practical steps such as staff training, systematic feedback collection, and clearer processes for handling complaints. The broader ambition is to make consistent, professional service a defining characteristic of the Rwandan visitor experience, complementing the country’s investments in infrastructure, conservation, and product development.

As the campaign continues across remaining areas, stakeholders say the goal is not only to meet basic expectations but to create memorable interactions that distinguish Rwanda as a destination where service matches the quality of its attractions.