Banking: 45% of customers satisfied with level of service provided by banks – Survey
Less than 50% of banking clients are satisfied with the level of service provided by their banks, says a recent survey by Ghanaian research firm, Global InfoAnalytics.
Per the new survey by Global InfoAnalytics, almost half (49%) of banking customers are neutral about the level of service provided them by their respective banks.
Six percent (6%) of banking customers are however, dissatisfied with the level of service meted out to them by their banks.
Despite almost half (49%) of banking clients being neutral about services provided by their banks, the survey further noted that 22% of bank customers are likely to promote or recommend their banks to friends and family.
Thirty-three percent (33%) of bank customers are also unlikely to recommend their banks to friends and family.
Regarding loyalty to their banks, the survey revealed that 74% of bank clients remain loyal to their banks as against 7% of bank clients that are not loyal to their banks.
Nineteen percent (19%) of customers are however, neutral on their loyalty to their banks.
On brand visibility, more than 45% of bank customers quipped they saw their banks on television (TV) compared to the 43% of bank customers that said they saw their banks on social media.
Thirty-six percent (36%) of bank customers remarked that they saw their banks on billboards with 27% mentioning radio.
Newspaper accounts for 15% with 18% stating that their banks were not visible on any of the aforementioned mediums.
The survey by Global InfoAnalytics with a sample size of 1,619 was conducted in all 16 regions of the country.
The survey covered personal banking only.
According to Global InfoAnalytics, thirty-five percent (35%) of the respondents have been with their banks for more than 5 years, 31% have been with their banks between 3-5 years whilst 27% have been with their banks between 1-2 years.
Only 8% have been with their banks for less than one year.
