The Ghana Customer Service Index (GCSI) has released its latest report on Customer Service in Ghana. According to the report, Vodafone Ghana was adjudged best company in customer service in Ghana’s telecommunication industry.
The GCSI is a National indicator of customer evaluation of the quality of goods and services patronized by both Ghanaians and non-Ghanaians living in Ghana.
Yvonne Ohui MacCarthy Head of Institute of Customer Service Professionals- ICSP, Ghana speaking with the press at the Ghana Customer Service index event
The 2018 GCSI report, measured satisfaction, its causes and effects as well as the implication of eight economic sectors, namely the financial (bank /non-bank), utilities, telecommunications, hospitality, healthcare, retail malls, public sector and online businesses. Data were collected by using intercepts of customers of various sectors in Accra, Kumasi and Takoradi.
Zenith Bank was ranked first in the financial sector ahead of Access Bank, Fidelity Bank, GCB Bank, Agricultural Development Bank, Ecobank and Barclays Bank.
In the hospitality industry, the Swiss Spirit Alisa was ranked first ahead of Kempinski, Labadi Beach, Holiday Inn and Movenpick Ambassador Hotels.
The GCSI also ranked the Greater Accra Regional Hospital (Ridge Hospital) ahead of Adabraka Polyclinic, Korle-Bu Teaching Hospital, 37 Military Hospitals and La General Hospital. Game, Shoprite and Melcom Ghana were scored ‘A-‘while Woodin scored ‘B’ in the retail mall sector. In the public sector, Ghana Water Company Limited and the Electricity Company of Ghana were both graded ‘D’.
In the online category, OLX and Jumia scored ‘A’, thus, were both ranked the best online shops while Zoobashop and Tonaton came third and fourth, respectively.
“Being the first year of measurement, the index would provide sound customer experience and benchmarking capabilities that come from the index‘s one-of-a-kind cross-industry structure,” Mr Albert Cofie, Manager, Market Research, at Firmus Advisory said at the launch of the 2018 Ghana Customer Service Index Survey Report at the British Council in Accra on Thursday, 22 November 2018.
The GCSI Survey Report is produced by the Institute of Customer Service Professionals (ICSP) in partnership with Firmus Advisory Limited, a consulting firm that specializes in Marketing Research, Regulatory Compliance and Trade Development.