Stanbic Bank leads Customer Service index ratings

Stanbic Bank Ghana has been rated overall best local bank in terms of service quality for its customers.

A survey conducted by the Institute of Customer Service Professionals (ICSP) in their fifth Ghana Customer Service Index (GCSI) contained the rating.

GCSI 2022 focused on customer satisfaction, the causes, effects, and implications.

Stanbic bank came first among 188 companies from 11 different sectors with an overall of 81.4%.

The Head of Voice and Customer Experience of Stanbic Bank Ghana, Nana Serwaah Bossman indicated that the Bank’s achievements were a result of its commitment to innovation and its omnichannel strategy integrated with the traditional banking channels, online and mobile banking experience.

“Stanbic Bank Ghana is passionate about building a single source of truth across the entire customer journey and being able to respond quickly to changing customer needs. That is why we partnered with and adopted Salesforce as the key mechanism for client relationships to leverage engagements and interactions to our mutually beneficial advantage,”

“This was a major step towards transforming the bank into a client-centered platform business that delivers a range of individualized, instantly available solutions, services, and opportunities enabled by modern digital technologies and delivered in whatever way a client prefers” she indicated.

“Our significant investment in technology and the use of our data capabilities to build deeper, better, and more enduring relationships with our clients is paying off. The customer relationship management platform, among other things, has made it easy for us to cross-serve our customers with tailored and targeted financial services, reduced manual work, and there’s advanced cooperation between groups and teams. It is refreshing to know that customers are noticing the difference,” she added.

Ms. Bossman congratulates the Customer Experience Team and the entire staff of Stanbic Bank for portraying the bank’s principles.

“Congratulations to the entire team at Stanbic Bank for making this achievement possible. This recognition is a testament to the hard work and effort that we put into work and the evidence of your dedication to excellence.

“I am certain that this award will spur us to do even more and put in extra effort to make sure that we remain on top of our game,” she asserted

The GCSI is produced by the Institute of Customer Service Professionals through a partnership with Hegemony Consulting Limited, a market research consulting firm.

The GCSI 2022 measured customer satisfaction, its causes, and effects as well as implications, for 11 economic sectors, namely banking, healthcare, hospitality, insurance, online businesses, public institutions, retail malls, telecommunications, transportation, e-commerce, and utilities.

Earlier this year, Stanbic Bank stood among the odds by being ranked among the top three as the top three Ghanaian Banks with the most loyal customers. A research conducted by Global Info Analytics.