Voice of Customer Programme Qorus Banking Innovation Awards 2023

At UBA Ghana, our journey towards becoming the best bank in customer experience has been nothing short of remarkable. We recognize that in today's dynamic business landscape, customer experience is the key to success, and it's a journey we've embarked on with unwavering passion and commitment. As we proudly uphold the 'Voice of Business' philosophy, where the voices of our esteemed customers, our dedicated employees, and our streamlined processes converge, we create an exceptional customer experience. In a world where customer expectations are continually rising, our commitment to understanding and responding to these voices sets us apart as a bank that genuinely cares. Launching our 'Voice of Customer Programme' in February 2022 was a significant milestone in this journey. It empowers our customers to provide real-time feedback with ease. Through an online portal seamlessly integrated into our website and transactional emails, we offer our customers a platform to share their experiences, concerns, and suggestions. But at UBA Ghana, we take it further. Those who grant permission to be contacted receive immediate support, and every issue raised becomes an opportunity for improvement. As the saying goes, 'Our customers are the heartbeat of our business,' and we take every word to heart. This program has already received over 5,324 feedback entries since its inception, with an average of 380 received each month. These numbers reflect our unwavering dedication to keeping the customer at the center of everything we do. But our commitment doesn't end with data collection; it begins there. Our customers' feedback is a precious resource that shapes the way we serve them. This program exemplifies our belief in the power of listening and acting. It's a testament to our dedication to delivering excellence. Our journey doesn't stop at feedback collection; it extends to action and innovation. We recognize that our employees are the driving force behind any customer-centric organization. Thus, we extended the 'Voice of Employee' platform, creating a proactive way to address potential customer sentiments before they escalate. It's a tool that fosters accountability, ensuring that every staff member plays a pivotal role in our collective mission to redefine CX. It's also a platform to identify and reward our CX unsung heroes, those who go above and beyond. The impact of these initiatives resonates across every customer interaction. Our recognition by KPMG as the best bank in customer experience (Retail) in 2022 is not just an accolade; it's a testament to the tangible transformation in customer metrics that we've achieved. It's clear evidence that our commitment to reimagining CX is not just rhetoric; it's a fundamental aspect of how we conduct our business. These initiatives have also paved the way for delightful customer-focused initiatives, such as our customer birthday celebrations, account milestone commemorations, and the 'Connect with a Customer' program. These efforts are all about forging emotional connections, acknowledging loyalty, and celebrating the human side of banking. Our journey towards reimagining customer experience is ongoing. Our 'Digital Platform User Experience Testing' initiative is a testament to our commitment to constant improvement. With over 90 enhancements already implemented and more in progress, we are revolutionizing the digital customer journey, making it more user-centric and seamless. In the grand tapestry of our initiatives, this project shines as a beacon. It showcases our unwavering dedication to reimagining customer experience, and it's only the beginning. As UBA Ghana continues to innovate and strive for excellence, we are excited about the extraordinary customer experiences that lie ahead.