The Agricultural Development Bank (ADB) PLC has received several 5-Star ratings at the Chartered Institute of Marketing Ghana (CIMG) Customer Satisfaction Survey Index Report Launch and Awards Night.
The event took place on Friday, 27th September, 2024 at the Coconut Groove Hotel, Accra. The recognition is a direct consequence of the development and implementation of a customer care and service quality strategic pillar as part of a two-year corporate strategy introduced by the Bank in 2023.
The bank garnered 5-Star Ratings in: Customer Satisfaction – Consumer Banking; Customer Satisfaction – Business Banking; Service Quality – Consumer Banking; and Service Quality -Business Banking. The Bank was also adjudged the First Runner-Up position in Business Banking Service Quality.
The Bank performed exceptionally well, achieving a 94.0% score in Business Banking Service Quality, a clear testament to the bank’s strategic commitment to placing service experience at the heart of its operation. In the Consumer Banking category, ADB also excelled with a 91.8% satisfaction score, placing it among the leading banks in this highly competitive banking sector.
Receiving the awards, the Managing Director (MD), Alhaji Alhassan Yakubu-Tali expressed deep appreciation to the bank’s customers and dedicated the awards to them for their continuous support and loyalty to the ADB brand. He also reaffirmed ADB’s commitment to enhancing service delivery and customer experience. “These accolades underscore our relentless efforts in deepening service experience culture in order to constantly meet and exceed customer expectations across our channels,” the MD stated. We remain committed to innovative service delivery across all channels and particularly in the areas of digital banking, to ensure that our customers constantly receive the best banking experience,” he added.
ADB’s sterling performance at the GH-CSI awards serves as a testament to the commitment of Board, Management and Staff to changing the narrative.
The Bank’s strategic focus on customer-centric service prioritizes not only accessibility and reliability but also the continual improvement of banking services to cater to the dynamic needs of its customers and the general public.
With an increasing investment in digital banking and service efficiency, ADB continues to be among the leading banks, setting benchmarks for innovation and excellence in Ghana’s banking industry. As customer expectations rise, ADB’s ability to adapt and improve makes it a trusted and reliable choice for both individual and business clients alike.
The GH-CSI report, spearheaded by the Chartered Institute of Marketing, Ghana (CIMG), is a comprehensive analysis that measures service quality, customer satisfaction, and loyalty among Ghana’s universal banks. The report, which spans consumer and business banking, offers valuable insights into the performance of banks, providing benchmarks for best practices.
