The Second Deputy Governor of the Bank of Ghana, Mrs. Matilda Asante-Asiedu, has called on commercial banks to strengthen collaboration and deepen their commitment to excellence, innovation, and security in delivering services to customers.
She made the call while delivering the keynote address at the Consumer Reporting Officers and Stakeholders Engagement Programme, held under the theme “Excellence in Service, Innovation in Delivery, and Security in Practice.”
Mrs. Asante-Asiedu emphasized that customer expectations in the banking industry have evolved significantly, with consumers now demanding not only efficiency but also fairness, professionalism, and empathy in how their concerns are addressed.
“Consumers expect excellence; that’s the minimum,” she stated. “They want to walk into a banking hall and transact without hindrances. But beyond that, they desire fairness, speed, and professionalism in how we handle their complaints.”
She further noted that customer service goes beyond resolving issues on the spot, highlighting that how financial institutions respond to customer concerns greatly influences trust and satisfaction.
“Even when you cannot provide an instant solution, how you respond matters. It makes the customer believe that you genuinely care and are interested in helping,” she added.
Providing data to illustrate the trend, Mrs. Asante-Asiedu revealed that customer complaints lodged with the Bank of Ghana increased from 695 in 2023 to 743 in 2024, representing a 7 percent rise. She expressed concern that many of these complaints could have been resolved internally by the banks if greater attention and collaboration had been exercised at the institutional level.
She therefore urged banks to prioritize customer feedback mechanisms, strengthen internal dispute resolution systems, and adopt innovative technologies that enhance efficiency and transparency.
