Customers are the fuel that feed the engine of banks – from balance sheet stability to profitable growth and long term sustainability. More than ever before, getting customer experience right creates an enduring competitive advantage not just for banks but all service providers whether in private or public sector.
For financial services providers, it is a critical success factor, especially in this new reality and going forward.
COVID-19 has disrupted businesses and their operating models. However, customers’ expectations regarding service experience remains undisrupted. Banks must do more to meet the heightened customer experience expectations.
It is in this light that the KPMG 2020 Retail Banking Customer Experience Survey for Ghana was conducted to provide insights for banks.
– Anthony Sarpong, Senior Partner, KPMG in Ghana.