The experience and perception of quality customer service has significantly improved in Ghana.

This was revealed at the latest unveiling of the Ghana Customer Service Index (GCSI), Tuesday, January 30, 2024, at the British Council, Accra.

The 2023 Ghana Customer Service Index collected data from 2598 respondents using a web-based questionnaire. Respondents were asked to rate their customer service experience in 11 economic sectors.

For 2021, Ghana scored a C-. There was a C+ improvement for 2022 and finally, the West African country, praised for its hospitable locals, has stepped up to a B (73.94%).

The announcement prompted an applause from the audience comprising professionals from all 11 sectors considered for the GCSI.

| Master of Ceremony (MC) Prince Benjamin (PB)

Telecommunications (88.12%) was the 2023 topmost customer service sector, followed by Hospitality (83.13%), Public Institutions (81.00%), Petroleum (80.29%), Banking (77.91%), Retail Malls (72.36%), Utilities (70.23%), E-Commerce (69.06%), Healthcare (67.33%), Transportation (62.48%), and Insurance (61.45%).

The GSCI, in its sixth year, is the brainchild of the president and lead consultant at the Institute of Customer Service Professionals (ICSP), Yvonne Ohui MacCarthy.

A Harvard Business School Executive Education alumnus, she emphasised customer insights are vital for organisations as they provide an understanding of the needs, wants, and behaviours of their target market. This knowledge is essential for developing products and services that will meet the needs of the target market, as well as creating effective marketing and sales strategies, adding gathering customer insights also helps organisations identify new opportunities for growth and expansion.

The Board Chair of the West African Association of Customer Service Professionals (WAACSP), she broke the thrilling and inspiring news that 2024 will soon see the debut of the Nigeria Customer Service Index in Abuja, Nigeria.

| Chris Anozie, the creator of the West African Association of Customer Service Professionals (WAACSP)

The Founder and CEO of AggreButtons, Fiifi Aggrey, during the event, assisted the audience go navigate the ghanacsi.org website which allows users to conveniently, 24/7/365, rate their customer service experience at various institutions.

Emmanuel Djaba, a data analyst, lecturer at the Ghana Institute of Management & Public Administration (GIMPA), and the lead consultant at Apercu Consulting, explained the methodology for the 2023 GSCI.

To conclude the event, an awards ceremony was held, recognising Ecobank Ghana Limited, 37 Military Hospital, Aqua Safari Resort, Activa International Insurance Company-Ghana Limited, Jumia, Ghana Free Zones Board, West Hills Mall, Teledata ICT, Uber, Star Oil, and Ghana Water Company for rising above all their respective competitions to become customer service stars.

The Ghana Customer Service Index (GCSI) is a cause-and-effect model that includes indices for drivers of satisfaction on the left side trust, look & feel, competence, professionalism, ease of doing business, processes and procedures, customer-focused innovations, engagement with customers, complaints and feedback, and coronavirus preparedness, as well as customer satisfaction index in the centre and results of satisfaction on the right side (customer loyalty).

| Yvonne MacCarthy interacts with the media