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Customer service very poor in Ghana—Report

The survey conducted by the Institute of Customer Service Professionals was carried out across various sectors including Financial, utilities, Telecommunications, Hospitality, Healthcare, Retail malls, Public Institutions and online businesses.

It revealed that public Institutions especially utility providers were the worse when it comes to   good customer service delivery while retail malls came top of the table as the leaders in good customer service.

Hospitality companies come second followed by online businesses.

Of all the 35 public Institutions surveyed including Passport office, the Driver and Vehicle Licensing Authority, Ghana Police Service, National Health Insurance Authority and the Social Security and National Insurance Trust, had a score of satisfaction which is 54.02 percent representing grade D.

Also it was revealed that a lot of the customer interactions in these institutions largely remain traditional with a small fraction being digital.

The Institute has therefore recommended that service providers commit resources to train their staff on excellent customer service.

It has also recommended for the development of mechanisms and systems that can check poor customer service in Ghana.

Again, it wants regulatory bodies to improve the monitoring and evaluation system they use to check the customer service performance of organizations.

Furthermore, the Institute wants the PURC and the Consumer Protection Agency intensify their campaign against poor customer service.

And lastly, the Institute wants laws and punitive control measures that will check poor customer service instituted and implemented to curb the trend.

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