The new device, which forms part of the bank’s commemoration of the World Customer Service Day, will also serve as instant feedback mechanism to management.

The feedback system is expected to give valuable insight into customer satisfaction from the point of experience where it counts the most, as well provide the bank with informed data for branch service quality.

Launching the device in Accra, the Managing Director of the bank, Mr Robert Le Hunte, emphasised the bank’s commitment to excellent customer service and delivery.

According to him, in an era where business growth is directly linked to customer satisfaction, being able to meet and exceed the needs of a company’s clients is crucial to the survival of the business.

However, meeting and exceeding the customer’s expectation requires that the company in question identifies and familiarises itself with the basic desires of the customer whose interest fuels the growth of the business.

“It is for this reason the bank has launched the digital Customer Feedback System at this branch at Adjringanor as part of its commemoration of the World Customer Service Day,” he said.

“This area is given high priority as we recognise that if we do not get this area right, we cannot and would not achieve our strategy of becoming one of the top tiered bank in Ghana by 2018,” he highlighted.

Focusing on the customer

Mr Le Hunte indicated that customer focus was one of the core values of the bank and it would continue to introduce different products onto the market to serve the customer well.  

He added that it had now placed a scientific base instrument that allowed customers to rate the services of the bank from all the focal points of its operations.

According to him, customers of the bank now have the capabilities of influencing the needed changes to improve its service delivery.

The devices, which are currently available in 20 branches nationwide, provide an opportunity for customers to rate the services of the bank from six possible responses, ranging from poor to excellent.

The reports will then be properly assessed and analysed daily by management  and will be the source tool for making the necessary changes to the bank’s customer service delivery.

Responses given by customers are anonymous.