ADB wins big at CIMG Customer Satisfaction event

The Agricultural Development Bank (ADB) PLC has received several five-star ratings at the Chartered Institute of Marketing Ghana (CIMG) Customer Satisfaction Survey Index Report launch.

The event which was held last Friday night in Accra saw the listed bank being recognised for Customer Satisfaction - Consumer Banking; Customer Satisfaction - Business Banking; Service Quality - Consumer Banking; and Service Quality - Business Banking.

ADB PLC was also adjudged the First Runner-Up in Business Banking Service Quality.

In all, ADB performed exceptionally well, achieving a 94 per cent 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 per cent satisfaction score, placing it among the leading banks in this highly competitive banking sector.

The recognitions are direct consequence of the development and implementation of a customer care and service quality strategic pillar of the bank as part of a two-year corporate strategy introduced in 2023.

The Managing Director (MD) of ADB PLC, Alhaji Alhassan Yakubu-Tali, welcomed the awards, and expressed deep appreciation to the bank's customers to whom he dedicated the awards, for their continuous support and loyalty to the ADB brand.

He 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,” Mr Yakubu-Tali stated.

He added that the bank remained committed to innovative service delivery across all channels, particularly in the areas of digital banking, to ensure that customers constantly received the best banking experience.

“ADB’s sterling performance at the GH-CSI awards serves as a testament to the commitment of the board, management and staff to changing the narrative.

The bank’s strategic focus on customer-centric service prioritises 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,” Mr Yakubu-Tali added.

The ADB PLC MD said with an increasing investment in digital banking and service efficiency, the bank continued 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,” he stated.

Background

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.