The Ghana Customer Service Index (GCSI) has released a list of banks in the country that offer the best customer service in the banking industry.
The study conducted by the GCSI, collected data on key metrics such as professionalism, customer-focused innovations, feedback and complaints, processes and procedures as well as staff engagement among others.
The report indicated that Data was collected from over 1,200 respondents of various sectors in Accra, Kumasi and Takoradi.
At the end of the study, Access Bank Ghana was adjudged the best in the financial sector, while Stanbic Bank emerged second with Zenith Bank and Fidelity Bank being ranked third and fourth, respectively.
Ecobank was fifth while Agriculture Development Bank and GCB were announced sixth and seventh, respectively.
According to the 2019 report, Access Bank’s performance was an improvement over its 2018 ranking, where it came second.
The GCSI
The GCSI is a yearly report which looks at the state of customer service in Ghana.
The 2019 survey, which presented to stakeholders and the media by the Institute of Customer Service Professionals (ICSP), covered nine economic sectors, namely the financial sector, utilities, telecommunications, hospitality, healthcare, retail malls, public sector, online businesses and transportation.
It relied on a three-component approach of research, traditional surveys (face to face, telephone and written questionnaires) and online surveys as a basis to measure the performance of businesses with regards to their customer relations.
