In the third edition of the KPMG Ghana Banking Industry Customer Experience (BICX) Survey, United Bank for Africa (UBA) Ghana has been rated as number one in having the best customer experience.
All 23 banks in the country were surveyed as part of the survey, which sought to assess customers’ banking experiences and expectations from banks, which was carried out in 2022.
It covered customers in retail, SME, and corporate banking. The six pillars of customer experience—integrity, empathy, resolution, personalization, time and effort, and expectations—were used in the poll.
According to the report released in January 2023, UBA topped the list of banks in Ghana with the highest score of 81.40 percent.
Last year, the international financial magazine, Global Finance also named United Bank for Africa (UBA) Ghana 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 and Fitch.
Commenting on the recognition by KPMG, the Managing Director & CEO of UBA Ghana, Chris Ofikulu, 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 take tremendous pride to have been the only bank to score above 80% in the Retail customer experience survey”.
He expressed his pleasure to the entire team at UBA Ghana for living up to their mandate of putting the customers first.
“This number one ranking is a clear indication of the hard work and dedication of our customer service representatives across our offices, who consistently go the extra mile and beyond to provide outstanding customer service.” He added.
Chris Ofikulu added that UBA Ghana will not relent but will strengthen its commitment to improving and delivering the highest level of customer experience and satisfaction that would meet the customers’ expectations and banking needs.