The innovative feedback program, officially launched on Monday, June 31, 2025, at Engen 250 Service Station in Kicukiro, is designed to foster seamless customer interaction. It allows customers to easily share their opinions using QR codes displayed at Engen locations or by visiting www.talktoengen.com.
This "Voice That Counts" initiative underscores Vivo Energy Rwanda’s dedication to exceptional service and customer care. Customers can contribute feedback effortlessly, playing a vital role in improving service standards.
All customer input will be carefully reviewed to refine operations, identify service excellence, and address gaps, ensuring an unmatched customer experience at Engen. This aligns with Engen’s core values: “What matters to you matters to us,” and their promise: “With you, you’re number one,” emphasizing the importance of customer contributions in driving service improvements.
Originally launched to provide Engen users a platform for sharing their experiences, "Voice That Counts" has evolved as VTC 2.0 in 2025, introducing a more streamlined and engaging experience to encourage wider participation.
Strategically positioned QR codes at each Engen station enable customers to instantly access surveys via their smartphones. Alternatively, feedback can be provided anytime through the website www.talktoengen.com, offering convenience and inclusivity.
Djiby Diene, Managing Director of Vivo Energy Rwanda, stated, "Customer feedback is the cornerstone of everything we do. The 'Voice That Counts' initiative showcases our commitment to listening, improving, and building relationships. Every opinion matters because, to us, our customers are number one."
Linda Black Muhirwa, Head of Marketing at Vivo Energy Rwanda, explained the second phase focuses on understanding customer preferences and enhancing service quality further.
“This program evaluates customer satisfaction levels and identifies areas needing extra effort or improvement. It creates a clear picture of what customers desire and allows us to adapt accordingly,” shared Muhirwa.
"'Voice That Counts 2.0' marks a new era in customer empowerment. We’ve taken an established program and enhanced its accessibility and appeal, enabling better engagement with our customers,” she added.
Engen owes much of its progress to invaluable customer feedback highlighting satisfaction points and actionable suggestions. Muhirwa noted, "Daily interactions with customers make them our ultimate priority. Their satisfaction directly impacts product sales and company growth."
Deborah Umuhoza, Operations Lead at Engen stations, elaborated on the simplicity of QR-based feedback collection. Available in Kinyarwanda, English, and French, the process ensures inclusivity.
“All Engen stations have ‘Customer Champions’ equipped with badges featuring QR codes. Customers can easily scan these codes to submit feedback. We value every insight and aim to make each customer feel their voice matters,” Umuhoza emphasized.
Live feedback demonstrations during the launch at Engen 250 in Kicukiro highlighted how QR technology simplifies the interaction, allowing instant engagement.
Engen employees specializing in customer engagement, known as 'Customer Champions,' underwent training to encourage feedback and assure its critical role in service refinement.
Creating a culture of meaningful feedback is the program's ultimate goal—it inspires frontline staff to strive for excellence and transition "from good to better."
Vivo Energy Rwanda urges Engen customers to provide feedback each time they visit a station, using the QR code or visiting www.talktoengen.com. They reiterated, “Your voice matters—because with Engen, you’re number one.”
The Vivo Energy Group spans 28 African countries across North, West, East, and Southern regions, operating over 3,900 stations under Engen and Shell brands. Services range from fuel and lubricants to card service, retail shops, and restaurants, catering to customers beyond typical fuel sales.
Additionally, Vivo Energy supplies petroleum products, lubricants, LPG gas, and chemical materials to diverse sectors like maritime transport, aviation, mining, construction, energy, agriculture, and manufacturing, all while prioritizing sustainable energy solutions.
Linda Black Muhirwa, Head of Marketing at Vivo Energy Rwanda, detailed how the program intends to empower customers by elevating service operations and reception quality.
Engen’s streamlined feedback process, highlighted during the launch, enables quicker customer interactions through mobile QR code scanning.
Olivier Nkurunziza, responsible for small-scale commerce at Vivo Energy Rwanda, reaffirmed the importance of feedback-driven service improvement strategies through trained staff.
The official launch saw collaborative efforts between Vivo Energy Rwanda leaders and Engen 250 employees, celebrating the “Voice That Counts 2.0” initiative.
Engen demonstrated efforts to simplify feedback submission through QR codes, strengthening the company’s commitment to customer opinions.
Customer participation is encouraged with prominently displayed QR codes across Engen stations to seamlessly collect service insights.
Engen’s staff illustrates QR code functionality designed to streamline customer feedback entry via www.talktoengen.com.
The innovative VTC 2.0 program places a strong spotlight on customer priority, reinforcing the notion: “Your voice matters.”
Share feedback at Engen stations by scanning QR codes or visiting www.talktoengen.com. Because with Engen, “You’re number one.”
The official launch showcased Vivo Energy Rwanda’s dedication to working closely with customers to achieve excellent service quality through feedback.
The award-winning Emcee Natete Brian gracefully led the launch ceremony for “Voice That Counts 2.0.”