Banks urged to act on customer feedback

The Chairman of the Planning Board of Ghana Banking Awards (GBA), Nana Otuo Acheampong, has called on banks in the country to act on the feedback they get from their customers to enable them to improve the quality of their services.

“Customer feedback is key to the survival of every institution, particularly the competitive banking sector in the country”, he said.

Nana Acheampong gave the advice at the first technical committee meeting to kick-start preparations towards the 15th Ghana Banking Awards scheduled for later this year.

The meeting, which attracted a large number of representatives from the banks, Enrst and Young (EY), the GBA event statisticians and Rim Consult, a research company as well as top executives of Corporate Initiative Ghana (CIG), organisers of the awards, also provided the platform for CIG to formally disclose details of how the various scores for each of the 14 award categories were arrived at.

Nana Acheampong said customers through the survey gave what he described as interesting feedbacks about their experiences with their banks and noted that until such feedbacks were taken seriously, they would not be able to meet the aspirations of their customers.

He also urged the banks to offer frequent advisory services to their clients to improve not just their savings and spending patterns, but to guide their businesses and other endeavours.

Nana Acheampong said the Ghana Banking Awards had impacted positively on the performance of the players in the industry, a feat he said was evident from the level of competition in the sector over the last 15 years.

On the methodology for the awards, he gave the assurance that “we will, as the case every year, improve the quality of the awards and we will always rely on the event statisticians, EY, to determine the winners based on the approved methodology.”

He gave the assurance that the methodology document would be given out to the technical committee members for study and advice as to the way forward.

“We do this every year to ensure that the methodology addresses the concerns raised at the meetings”, he said.

According to Nana Otuo, this was done to enable the methodology to be abreast of modern trends.

The Executive Secretary of CIG, Ms Matilda Ohene, for her part, urged the members of the committee to release all information required of the banks to the organisers in time to help facilitate the speedy completion of the processes leading to the awards.