A recently published KPMG Banking Industry Customer Experience Survey 2022 ranked Absa Bank among the top three in customer service in Ghana.
Absa has consistently moved up in the KPMG rankings, starting in 10th position in the first rollout of the survey in 2016 and maintaining a top three position since 2020.
The survey highlighted several key areas of strength for Absa, including empathy, personalisation, time and effort, exceeding expectations, integrity and resolution.
The bank was also highly rated for the ease of transferring money between accounts and mobile wallets, with special mention given to its ATM QR code functionality for withdrawing money.
“We are thrilled to see that our efforts to become the most customer-obsessed bank in Ghana are paying off,” said Evelyn Acquah, Chief Customer Officer at the bank.
“Our colleagues have worked hard to provide excellent customer service and we are proud to see that reflected in this survey. Our target is to be a consistent number one in the industry.”
Absa plans to roll out new and innovative ways to take its customer commitment to the next level this year.
“We are constantly asking the most critical questions about our operating model and how we can increasingly stand beside our customers and offer them ease and convenience. It is an ethos and approach to work that define the Absa way of doing things, Evelyn said.
The bank has been an ever-present financial institution in Ghana’s banking industry over the last century, playing a crucial role in the country’s socioeconomic growth and transformation.
The bank aims to continue improving the experience of its customers through the provision of innovative products, digital channels and excellent service delivery.
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