Only five banks scored above the threshold of 98% in the 2022 Chartered Institute of Marketing Ghana Customer Satisfaction Index.
This is an improvement over the 2021 edition where only two banks met the threshold.
The survey indicated that Universal Merchant Bank (UMB) topped the list followed by Stanbic Bank and Republic Bank scoring 99.7% and 99.5% respectively.
However, Absa Bank and First Atlantic bank followed with 97.5% and 96.2% respectively.
CBG Bank, Zenith Bank, GCB Bank Plc, Bank of Africa and SG Bank recorded the least score.
Lead Researcher and Chief Executive of the Consumer Insights Consults Limited, Dr. Ireneus Gundona said banks should improve on customer service to enhance the financial sector.
“Banks have been doing well and it shows in this report, but we need to work more looking at the current problems the sector is facing the,” he said.
President of CIMG, Dr. Daniel Kasser-Tee, called for a more robust drive to ensure growth in banking.
“This is a report to help banks assess how well they are doing with customer satisfaction. We need to work on the remote banking aspect”, he stated.
Chief Executive Officer of the Ghana Association of Banks, John Awuah, urged its members to be heavy on improving customer service.
“We have seen the report and this will help us in shaping customer service going forward. We will look at the good and improve on it as well as correcting the bad, he opined.
The overall customer satisfaction for remote banking was 88%, while that of total customer loyalty was 81%.
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