Rwanda’s drive to strengthen its competitiveness as a destination for tourism, investment and business requires companies and institutions to deliver quality services and better customer experiences, Karisimbi Events Chief Executive Emmanuel Mugisha has said.

He made the remarks at the 10th edition of the Karisimbi Service Excellence Awards, held in Kigali on November 6, where 40 companies and individuals were recognised for excellence in service delivery, products and brand reputation across different sectors.

The awards, now marking a decade, seek to encourage higher service standards and recognise businesses and individuals contributing to improved customer experiences in Rwanda.

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Among the competitive award winners, SteelRwa Industries Ltd received the Building Materials Manufacturing Excellence Award, La Croix du Sud Hospital, commonly known as Kwa Nyirinkwaya, won the Hospital Service Excellence Award, while China Electric Vehicle Rwanda (CEVR) was recognised in the Electric Vehicle Mobility Excellence category.

DHL Express Rwanda received the Logistics and Courier Service Excellence Award, while Prime Insurance won the Health Insurance Service Excellence Award.

Quality service key to Rwanda’s competitiveness

Mugisha said the awards, which began with a small number of partners a decade ago, were established to encourage excellence in service provision across sectors and support Rwanda’s efforts to build a reputation for quality.

He said good service was particularly important in tourism and hospitality, where visitors’ experiences and recommendations can influence the country’s attractiveness as a destination.

"All these companies support Rwanda’s vision and economic strategies. If they&039;re recognised for good service, it encourages everyone to do the same,” he said.

"Quality service in hospitality is the only way to go. Positive recommendations are all needed to grow and vice versa. Time is money, and the little delay in whatever affects plenty in our economic system,” he added.

His remarks come amid Rwanda’s continued efforts to improve service delivery. The 13th Rwanda Governance Scorecard, released by the Rwanda Governance Board (RGB) in October 2026, gave the country’s quality of service delivery a score of 68.48, down from 71.73 in the previous edition.

Meanwhile, the 2025 Citizen Report Card showed that 76.7 per cent of citizens were satisfied with governance and public service delivery. Security scored 92.1 per cent, while infrastructure and land, housing and environment scored 66.4 and 65.7 per cent, respectively.

Although these assessments focus on public services rather than private companies, they provide a broader picture of the country’s service delivery challenges and ambitions.

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Companies recognised for service excellence

Mugisha said the awards comprise competitive and special recognition categories. In the competitive categories, public participation accounts for 60 per cent of the final score, while the remaining 40 per cent is based on assessments of customer reception, public reputation, brand consistency and service quality.

Public voting for the 2026 edition ran from September 28 to October 9, covering 40 categories.

Other competitive winners included Kabisa EV House for Electric Vehicle Mobility Excellence, SUL Mobility for Electric Motorcycle Mobility Excellence, Davis & Shirtliff for Solar-Powered Agricultural Solutions Excellence and Medisell Rwanda Ltd for Distinguished Healthcare Technology Service Excellence.

Cerba Lancet received the Distinguished Diagnostic Healthcare Excellence Award, Sunshare Power won the Solar Energy Solutions Excellence Award, while Capitalist SL Rwanda was recognised as Logistics Company of the Year.

In healthcare, Viebeg Medical Rwanda received awards for Medical Equipment and Devices Supply Excellence and Healthcare Logistics and Cold Chain Excellence. Abacus Pharma won the Pharmaceutical Supply Chain and Distribution Excellence Award, Rite Pharmacy receivedPharmacy Service Excellence, while Eden Care Medical was recognised for Digital Health and Patient Experience Excellence.

In the financial sector, I&M Bank won the Banking Customer Service Excellence Award, Urwego Bank received the SME Banking Service Excellence Award, and Unguka Bank was recognised for Financial Inclusion Excellence.

Other recipients included Rwanda Energy Group (REG) for Customer Service Excellence in Public Utilities, Zaria Court Hotel for Hotel Service Excellence, Boho Restaurant for Restaurant Service Excellence and Akagera Motors for Distinguished Automotive Solutions and Mobility Excellence.

Among the recipients, China Electric Vehicle Rwanda (CEVR) was recognised in the Electric Vehicle Mobility Excellence category, reflecting its work in expanding electric mobility services in Rwanda.

The company provides electric vehicles, after-sales support, financing arrangements through banks and leasing options. It also works with international vehicle brands, including GEELY, CHERY, iCAR, ZEEKR and FARIZON.

CEVR General Manager Issa Nzeyimana said the company’s focus goes beyond selling electric vehicles to developing a wider ecosystem that makes electric mobility more accessible.

"But CEVR is not just about selling electric cars. We are building a complete electric vehicle ecosystem,” he said.

"Our goal is simple: to make electric driving easier, more affordable, and more reliable for everyone in Rwanda,” he added.

CEVR, which has 17 years of experience in Africa, also provides an eight-year warranty covering the battery and controlling unit, alongside genuine spare parts imported directly from manufacturers.

"CEVR will continue working with the government, businesses, and our partners to support green transport and build a better future for Rwanda,” Nzeyimana said.

Other recognitions

The awards also featured special recognitions across business, recreation, entertainment and individual contributions.

Gabiro Club was named Recreation Centre of the Year, Acqua Fun Rwanda Ltd received the Best Aquatic Recreation and Leisure Services Provider Award, while Sukisa Logistics was recognised as Logistics Company of the Year.

Other business recipients included Home Market Supermarket, named Supermarket of the Year; One Cup Coffee Shop, recognised as Coffee Shop of the Year; ABFR, named Architecture Designer of the Year; and Midnight Vibes, recognised as Most Entertaining Bar of the Year.

Individual recognitions went to Phiona Ninsiima as Online Financial Literacy Coach of the Year, Antoinette Uwamahoro (Intare y’Ingore) as Iconic Woman of Impact and Excellence 2026, Patrick Gakumba (Super Manager) as Social Media Influencer of All Times, and Bahati Bonheur (Bobo) as Tour Guide of the Year.

Beyond the awards, Karisimbi Events organises initiatives including Kigali International Multicultural Festival and Awards (KIMFEST), Karisimbi Farmers Festival, Ubutwari Tour and Zigama Wigire Fesival.