United Bank for Africa (UBA) Ghana is the leader in Customer Experience in banking.
This is according to the third edition of KPMG’s Ghana Banking Industry Customer Experience (BICX) Survey. UBA is number one in Ghana with the highest score of 81.40%.
The objective of the survey which was conducted in 2022, is to understand customers’ banking experiences and their expectations from banks. All 23 banks in Ghana covering Retail, SME and Corporate Banking customers were involved in this survey.
The survey used the six pillars of Customer Experience: which are Integrity, Empathy, Resolution, Personalisation, Time and Effort as well as Expectations.
This is not the only recognition UBA Ghana has earned in recent times. Last year, Global Finance – an international financial magazine – named UBA Ghana one of the world’s safest banks in its 2022 rankings.
UBA placed 4th position in Africa and was the only bank in Ghana to make it into the prestigious list of banks selected by three rating Agencies – Moody’s, Standard & Poor’s and Fitch.
The CEO and Managing Director of UBA Ghana Chris Ofikulu said the recognition by KPMG tells that the bank has been doing something right.
“This recognition is a great honour for the bank and a validation of our Customer First Philosophy. We are humbled, and at the same time take tremendous pride to have been the only bank to score above 80% in the Retail customer experience survey”.
Mr Ofikulu said he was grateful to the staff for always putting the customer first. Adding that this important recognition shows the hard work and dedication of UBA’s customer service representatives across all the branches, who consistently go the extra mile and beyond to provide outstanding customer service.
He said that UBA Ghana will be complacent but rather commit to improving and delivering the highest standards of customer experience and satisfaction that meets the customers’ expectations and banking needs.