Stanbic Bank Ghana has ranked the overall best local bank in terms of service quality for both personal and business clients.
Nana Serwaah Bossman, Head of Voice Branch and Customer Experience at Stanbic Bank Ghana, attributed this achievement to the bank’s commitment to innovation and its omni-channel strategy, which entirely constitutes digital banking services, integrated with the traditional banking channels, online and mobile banking experiences.
“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 relationship; to leverage engagements and interactions to our mutually beneficial advantage.”
Ms. Bossman
According to Ms. Bossman, this was a major step targeted at transforming the bank into becoming a client-based 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.
“Our significant investment in technology and the use of our data capabilities to build deeper, better and more enduring relationships with our clients is evidently 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.”
Ms. Bossman
Ensuing, Ms. Bossman commended the Customer Experience team and the entire Stanbic workforce for living the bank’s Service Charter principles.
“Congratulations to the entire team at Stanbic Bank for making this achievement possible. This recognition is a testament of the hard work and effort that we put into work, and the evidence of your dedication to excellence.”
Ms. Bossman
Additionally, Nana Serwaah, during her speech expressed confidence in this accomplishment for the bank, propelling them to do more in terms of their commitment towards service delivery.
This, she said they will achieve, by putting in extra work to ensure the bank remains on top of the game.
Earlier this year, 2023, Stanbic Bank Ghana was noted for customer loyalty, ranking among the top three Ghanaian banks with the most loyal customers in the banking sector by research firm, Global InfoAnalytics.
The Bank was also appraised in 2020 and for the second consecutive year, 2021 as the Best Bond House and Best Local Investment Bank in Ghana by EMEA Finance during the thirteenth edition of its international awards.
Again in 2021, Stanbic Bank Ghana was adjudged by EMEA Finance as the Best Foreign Investment Bank.
These are just a few notable feats of Stanbic Bank Ghana – one of the highly esteemed banks in Ghana.
About Ghana’s Customer Service Index
Ghana’s Customer Service Index (GCSI) is a national indicator of customer evaluations of the quality of goods and services patronized by both Ghanaians and non-Ghanaians living in Ghana.
GCSI is produced by the Institute of Customer Service Professionals through a partnership with Hegemony Consulting Limited, a market research consulting firm.
Stanbic Bank Ghana’s rating is contained in the fifth Ghana Customer Service Index (GCSI), a survey conducted by the Institute of Customer Service Professionals (ICSP).
The survey, which was conducted among 188 companies from 11 different sectors, showed Stanbic Bank Ghana as best among 16 banks – with an overall score of 81.4 per cent.
The GCSI 2022 assessment constituted: customer satisfaction, its causes and effects as well as implications, for 11 economic sectors – banking, healthcare, hospitality, insurance, online businesses, public institutions, retail malls, telecommunications, transportation, e-commerce and utilities.
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