CalBank and Zenith Bank have been ranked first by customers in a joint report by Global Info Analytics and Stratcomm Africa, based on a Customer Satisfaction and Banking Brands survey.
The two banks emerged as the top performers in customer satisfaction, each scoring 81%. Fidelity Bank followed in second place with a score of 73%, while the average score across all surveyed banks was 72%.
The survey sampled 300 customers from all 16 regions of Ghana, covering various account types including savings accounts, current accounts, corporate/business accounts, foreign accounts, student accounts, and other.
The objective of the survey was to measure customer satisfaction and assess the performance of various banks using the SERVPERF model, which focuses on service quality.
The evaluation was based on five key dimensions: the Tangibles dimension looked at the physical aspects of service delivery, including facilities, equipment, personnel appearance, and communication materials.
The Assurance dimension assessed employee competence, knowledge, courtesy, and credibility, as well as their ability to inspire trust and confidence in customers. The Reliability dimension measured the ability of banks to deliver promised services dependably and accurately.
The Empathy dimension evaluated the level of personalized attention and care provided to customers, ensuring that individual needs and concerns were understood and addressed. Lastly, the Responsiveness dimension examined the willingness and ability of staff to assist customers and provide prompt service.