United Bank for Africa (UBA) Ghana has been ranked number 1 for Customer Experience in the third edition of KPMG’s Ghana Banking Industry Customer Experience (BICX) Survey. UBA topped the list of banks in Ghana with the highest score of 81.40%.
The survey aimed at understanding customers’ banking experiences and their expectations from banks was conducted in 2022, surveying all 23 banks in Ghana covering Retail, SME and Corporate Banking customers.
The survey used the six pillars of Customer Experience: which are Integrity, Empathy, Resolution, Personalisation, Time and Effort as well as Expectations.
Last year, Global Finance – an international financial magazine – named United Bank for Africa (UBA) Ghana as among 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.
Commenting on this recognition by KPMG, Chris Ofikulu – CEO & Managing Director of UBA Ghana said: “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, expressed his immense gratitude to the entire team at UBA Ghana for living up to their mandate of putting the Customer first.
He emphasised that this prestigious recognition is a clear indication of 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 added that UBA Ghana will not relent but strengthen its commitment to improving and delivering the highest level of customer experience and satisfaction that meets the customers’ expectations and banking needs.