Eight banks earn top marks for service quality in 2024
Eight banks operating in the country have achieved five-star ratings for overall service quality in consumer banking for 2024, according to the latest Ghana Customer Satisfaction Index (GCSI) released by the Chartered Institute of Marketing, Ghana (CIMG).
First Atlantic Bank emerged as the top performer in the consumer banking category with an impressive 95.3 per cent score, edging out First National Bank and Stanbic Bank, which followed closely.
The recognition reflects a year of aggressive customer-centric initiatives, including digital innovation and enhanced branch experience, which have raised the benchmark for service delivery.
In the business banking segment, Consolidated Bank Ghana (CBG) claimed the number-one spot with a remarkable 99.6 per cent score, surpassing CAL Bank and OmniBSIC Bank.
At the report’s launch, Michael Abbiw, National President of CIMG, underscored the need for banks to prioritise customer satisfaction as a key driver of long-term growth.
“The dynamic demands of bank customers require financial institutions to be resilient and innovative in addressing challenges. Banks can no longer ignore service excellence,” Mr Abbiw emphasised.
John Awuah, President of the Ghana Association of Banks, who chaired the event, urged institutions to use the report as a blueprint for improvement, not just a ceremonial ranking.
“The report provides useful insights that should not be shelved. It must be used to improve customer satisfaction in the financial sector,” he advised.
The Ghana Customer Satisfaction Index is an annual independent assessment of service quality across the banking sector and other industries, ranking institutions based on customer experiences and perceptions.
According to analysts, CBG’s strong showing highlights the increasing competition among banks to serve small and medium-scale enterprises (SMEs) and corporate clients with tailored solutions and responsive service.
