Eight banks in Ghana have earned five-star ratings for overall service quality in consumer banking in 2024, according to the Ghana Customer Satisfaction Index released by the Chartered Institute of Marketing, Ghana (CIMG).

First Atlantic Bank topped the consumer banking category with a score of 95.3 percent, followed closely by First National Bank and Stanbic Bank.

In the business banking category, Consolidated Bank Ghana (CBG) emerged as the leader with an impressive score of 99.6 percent, ahead of CAL Bank and OmniBSIC Bank.

Speaking at the launch of the 2024 Customer Satisfaction Index Report for the banking sector, the National President of the CIMG, Michael Abbiw, stressed the importance of putting customers at the center of banking operations.

He urged financial institutions to listen carefully to the concerns and challenges of customers and adopt scientific approaches in developing solutions.

“The dynamic demands of bank customers require financial institutions to be resilient and innovative in addressing challenges. Banks can no longer ignore service excellence,” Mr. Abbiw said.

On his part, the Chairman of the event and President of the Ghana Association of Banks, John Awuah, called on banks to take the findings of the report seriously and use them as a guide to enhance service delivery across the sector.

“The report provides useful insights that should not be shelved. It must be used to improve customer satisfaction in the financial sector,” Mr. Awuah advised.

The Ghana Customer Satisfaction Index is an annual report that assesses the quality of services provided by banks and other key sectors, ranking institutions based on customer experiences and perceptions.