Ghana records marginal drop on Customer Service Index

The Institute of Customer Service Professionals (ICSP) has scored Ghana 62.61 percent in its 2019 Customer Service Index.

This represents a 1.38 percent drop from the 63.99 percent recorded in 2018.

The 62.61 percent score puts Ghana in grade C, denoting an average performance in the area of customer service relations.

The ICSP’s 2019 ranking focused on nine sectors of the economy. They include financial institutions (bank/insurance), Utilities, telecommunications, hospitality, healthcare, retail malls (Food and non-food), public institutions, and online businesses.

The retail sector came top as the sector with best customer care service in Ghana.

Speaking at the launch of the 2019 Customer Service Index, chief executive officer of the Institute of Customer Service Professionals, Yvonne Ohui McCarthy, told Ghanaweb the drop does not create an impressive outlook of Ghana to investors.

“With the increasing awareness of customers’ rights and demands, it has become important now more than ever to pay particular attention to our customer service culture as a nation with the aim of attracting foreign investments and also to help make the Ghana Beyond Aid agenda a possibility.”

Customer Service Index

The Ghana Customer Service Index (GCSI) is a yearly report which provides an insight into the state of customer service in Ghana.

GCSI would use a 3-component approach; research, traditional surveys (face to face, telephone and written questionnaires) and online surveys as a basis to measure the performance of businesses vis-à-vis their customer relations.

The Index determines the “degree of satisfaction” of customers who patronize the services of companies – both private and public.

Customers were asked to rate their experience of dealing with the selected sectors and each customer can rate only one organization per sector. Each customer completed the survey for up to 8 different sectors.

The metrics and indicative areas reflected the priorities customers identified as the most important attribute of customer experience.

Below is the 2020 customer service report