Page 43 - ACCESS ANNUAL REPORT 2019

SERVICE & INNOVATION
In 2019, the Bank focused on building strong and lasting customer relationships anchored on shared rowth, mutual enefit and value or money. e emer ed success ul in si nificantly improvin customer satisfaction and loyalty because the views o our esteemed customers re ected in the various initiatives rolled out in the last one year.
From process improvement and automation to continuous di iti ation o our an in services and deployment of customer driven feedback mechanisms, we ensured our service interventions were driven by customer expectations. The strides we have made over time earned the Bank a No. 1 ranking position in the 2019 Ghana Customer Service Satisfaction Index (GCSSI).
Improving Digital Solutions
he Ban continued its di iti ation a enda in line with our brand promise of providing service experience that is more than traditional banking. Close monitoring of our digital channels improved uptime, thus supporting seamless customer transactions across all channels. To increase efficiency and speed o handlin customer complaints, the Bank adopted an enhanced complaint/request handling system with capability of tracking complaint resolution process.
With our vision to become the world’s most respected African Bank, we will continue to embrace emerging technology to deliver banking services to our customers at their convenience, while optimising internal controls to guarantee security of their deposits.
Voice of the Customer
Our passion for customers includes creating valued partnership underpinned by the objective of uildin a sustaina le uture or mutual enefit. As a result, we continue to leverage on the views of customers as the foundation for this partnership. In 2019, we extended the scope of our existing Voice of Customer (VoC) programme to allow our customers share their experience and insights with the Bank.
The VoC randomly samples customers who have performed transactions in our retail branches and solicits their feedback on in-branch service experience.
Through this program, the Bank received over 20,000 customer feedbacks, highlighting our strength and weaknesses in varied operational areas. Useful information relating to process automation, performance of our digital banking channels, complaint resolution and suggestions for
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driving sustainable
Annual Report
growth through innovation