MKU Launches Customer Service Delivery Charter to Strengthen Service Excellence
Mount Kenya University (MKU) has taken a significant step in reinforcing its commitment to service excellence with the official launch of its Customer Service Delivery Charter at Lake Naivasha Simba Lodge, Naivasha, on 23rd April 2026.
The launch marks a major milestone in the university’s journey toward enhancing accountability, professionalism, and stakeholder satisfaction. Speaking during the event, Vice-Chancellor Prof. Deogratius Jaganyi emphasized that the Charter is more than just a formal document—it is a declaration of MKU’s dedication to placing people at the center of its operations.
Prof. Jaganyi noted that as one of the region’s leading institutions of higher learning, MKU’s success is measured not only by academic excellence but also by the quality of service it offers to students, parents, staff, and stakeholders.
“The MKU Customer Service Charter clearly defines our promise. It outlines the standards our clients should expect from us, founded on professionalism, integrity, responsiveness, and respect,” he said.
The Charter is designed to establish clear service standards while challenging every member of the MKU community to uphold and embody the institution’s core values in their daily interactions.
In an increasingly dynamic and competitive higher education landscape, Prof. Jaganyi highlighted that service excellence is no longer optional but a strategic necessity. Institutions that succeed are those that effectively listen, adapt, and respond to the evolving needs of their stakeholders.
Through the Customer Service Charter, MKU seeks to:
- Enhance the overall experience of students and stakeholders
- Promote efficiency and accountability in service delivery
- Foster a culture of continuous improvement
- Strengthen the university’s institutional reputation and brand
The Vice-Chancellor underscored that the true success of the Charter will depend on how effectively it is embraced and integrated into the university’s culture and operations.
“A charter alone does not transform an institution people do,” Prof. Jaganyi stated, calling on all staff members, from leadership to frontline teams, to take personal responsibility for delivering exceptional service.
He further described the Charter as an open invitation to students and stakeholders to actively engage with the university, hold it accountable, and contribute toward shaping a better service experience.
As MKU embarks on this new chapter, the Customer Service Delivery Charter is expected to serve as a guiding framework for improved service culture, stronger relationships, and sustained institutional growth.
The launch signals MKU’s renewed vision of not only being a center of academic excellence but also setting the benchmark for outstanding customer service in higher education.
