adb, Barclays Top Rivals in Customer Service Survey


The latest survey by the research wing of consulting firm Nest of Ideas adjudged the agricultural development bank (adb) and Barclays Bank as the banks with the best customer service in the country.

The survey entitled- ‘Customer First’ sampled the experiences of 2000 customers of various banks in a period of one year (October 1, 2014- October 9, 2015).

adb surprisingly shot up to the 1st position with Barclays Bank after a not-so-good performance last year.

Taking 3rd spot was Cal Bank which slipped from first position last year.

It was a tie at 4th between First Capital Plus and Royal Bank. At the bottom were Prudential Bank, UBA and UMB.

UMB slipped from third spot last year to last position this year among the 27 banks ranked.

In the category of savings and loans companies, Union Savings and Loans took the 1st spot, Bonds Savings and Loans 2nd spot and Global Access at number 3.

Abii National and Best Point Savings and Loans followed. At the bottom, Express Savings and Loans, Multi Credit and Midland Savings and Loans.

In all 27 banks and 22 savings and loans companies were ranked.

The survey centred on how customer-focused banks were, timeliness of transactions and whether employees were smart, courteous and knowledgeable.

Customer service consultant Margaret Takyi-Micah tasked banks to develop a blue print for service delivery to make them more efficient in serving the needs of customers.

According to her, there still remains a gap between customer expectations and service delivered by banks.



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