Known for its commitment to delivering services that put its customers first, Access Bank Ghana, the 2016 Euromoney’s “Africa’s Best Bank Transformation”, has rolled out new initiatives to enhance its customers experience across all its branches.
In an industry-first move, the Bank has installed proprietary customer feedback systems across its branches to further facilitate real-time dialogue with customers in improving customer satisfaction. The Customer Feedback System (CFS) is in the form of a booth housing an Internet Protocol (IP) Phone which auto-dials directly to the Bank’s 24 Hour Contact Centre. It serves as an alternate channel for customers at the Branch to make enquiries and also receive prompt feedback without calling the Contact Centre from their mobile phone, especially during non-working hours. The addition of this service is in recognition of the Bank’s appreciation of customer feedback as a critical success factor for strengthening customer relationships and becoming a dominant player in retail banking.
The Bank has also introduced the ‘slip-free banking’ service which allows customers to make cash deposits and withdrawals on their accounts without filling withdrawals or deposit slips when they enter the banking halls. Slip-Free ensures that customers are served promptly without having to go through the cumbersome process of completing forms. The “slip free” initiative, which is available across all branches also forms part of the Bank’s “Going green’ campaign in protecting the environment.
Announcing these new service additions, the Group Head of Personal Banking, Mr. Stephen Abban, highlighted that this is part of the Bank’s transformational strategy to improve its capabilities, enhance process flow and operational efficiency.
He added, “We have over the past few years consistently focused on developing convenient banking solutions for our customers in a bid to make banking services more accessible and flexible. Access Bank places a priority on customer satisfaction and we believe these two additions will contribute in achieving our objective of becoming a Bank of Choice.”
Since beginning its operations in the country, Access Bank has built an acknowledged reputation for service excellence in the Ghanaian banking sector. The Bank recently launched its robust mobile application and other digitally friendly products that allow users to perform key banking transactions from the comfort of any location.
The Bank continues to invest in its digital banking infrastructure to ensure an excellent customer experience and highly efficient operations, thus helping to reduce banking cost for customers and provide them value for money.
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