Vuba Vuba to some is merely a delivery app, but for many people in Rwanda, it has become a regular part of life, helping them get food when they’re too busy to cook, send parcels within the city, or shop for groceries without having to leave home. Now active in both Rwanda and Uganda, the platform works with over 1,000 operators and serves more than 150,000 customers. Its growth hasn’t come from flashy ads or big claims. Instead, it has been built on steady service, solving everyday problems, and a customer-focused approach that runs through the company, from the app’s design to the people delivering the orders. As it marks Customer Service Week with its users and workers, The New Times spoke to team leaders, long-time customers, and loyal clients to find out what keeps things running and what still needs work. ALSO READ: Vuba Vuba takes food delivery service to Musanze The chief operating officer at Vuba Vuba, Leandre Cyiza, explained that the growth has been driven by a strong focus on customer satisfaction, adding that every order, no matter the size, is treated with care and problems are resolved quickly to keep customers happy. “Our secret has always been putting the customer first. From day one, every order, big or small, is treated as special. Our job isn’t done until the customer receives their order and is happy with it. Of course, not every order goes perfectly, but we make sure to fix any issues quickly and turn it into a positive experience. That’s how we’ve built trust and loyalty, one customer at a time,” he said. He also added that Vuba Vuba is expanding to Uganda, mentioning that it was a natural move after their success in Rwanda. To him, the Ugandan market is active, full of tech-savvy people, and ready for faster, more reliable service. He noted that the team wants to bring their delivery experience and customer-first approach to more parts of East Africa. “After seeing success in Rwanda, expanding to Uganda was the natural next step. The market is dynamic, the people are tech-savvy, and the demand for convenience is growing fast. We wanted to take what we have learned here (reliable delivery, customer-centric model) and bring it to a neighbouring country with more potential. It’s also a step toward building a stronger East African delivery network under the Vuba Vuba brand,” he added. ALSO READ:Vuba Vuba celebrates third anniversary Providence Tuyishime, Customer Satisfactory Manager, highlighted that the job isn’t just about responding to complaints, but rather it's about actively listening to customers and using their inputs to shape the service. She noted that her team focuses on identifying patterns in customer behaviour and making small adjustments that have big impacts, “Every question, every piece of feedback is valuable,” she says. We don’t just take it in and file it away. We use it to grow. When we say customers are at the heart of what we do, it’s not just a slogan. It’s how we operate, we adjust based on what they tell us,” she said. This week, Tuyishime added that it is about showing appreciation for the people who use the service every day, not just in perfect conditions but when things get messy. “Their feedback, both positive and critical, is what helps us improve.” ALSO READ:How can e-commerce scale beyond Kigali? Diane Keza, a Vuba Vuba user, appreciates how the service has significantly improved over the years, especially in delivery speed and reliability. “The way it used to be in 2020 or 2021 isn’t the way it is now. Service delivery has really improved. When I don’t have time to prepare or go out for lunch, I just place an order on the app and food is delivered,” she said. She highlighted how Vuba Vuba helps her during busy work days, but also suggested areas for improvement. “We no longer need to go to the market—almost everything we need is on Vuba Vuba; however, communication, especially from some riders and customer service, could be better.” Paul Mugabo, a Vuba Vuba client, shared how the service has consistently been reliable for him, recalling a memorable moment when the app helped him impress his visiting cousins. “Vuba Vuba has always been at my disposal since the first time I used it. I remember there was a time my cousins arrived late, tired, and starving. I ordered food for them, and despite my doubts, Vuba Vuba delivered on time and fresh. My cousins were really impressed,” he said.
