The executive director of Energy Bank, Mr Isaac Shedowo, has called on banks to ensure that customer satisfaction remains the prime focus of the banking industry.
He said although much was being done in the industry, customers in the contemporary business environment had become highly sophisticated and constantly looking for value addition that had been the main focus of Energy Bank in Ghana.
Speaking to the Daily Graphic during the bank’s customer week celebration in Takoradi, Mr Shedowo said “to us, customer satisfaction is when we are able to provide solution to the needs of customers. Every customer may have a specific need that may be different from what we offer. Therefore, we need to ensure continued improvement of our products so that we can be a step ahead,” he said.
Traditional banking, he said, always developed products and forced them on customers, but “when you look at the needs as expressed by the customer, then we can design appropriate products with their input.”
Mr Shedowo explained that the top management moved to the branches across the country to interact directly with the workers and worked in positions that had direct link to the customer.
“Our staff are on the frontline on daily basis, interacting with the customers. Our initiative to replace them in the cage as tellers, at the front desks, relationship and marketing desks will not only give us feedback on the part of the customer, but afford us the opportunity to appreciate what our staff go through on daily basis,” he said.
He said going forward, Energy Bank would ensure that it led the market through innovation and technology.
Since the bank was incorporated in 2009 and commenced operation in 2011, he said, it had been able to establish 11 operational branches.
The bank’s location in Takoradi, he said, had proved to be good and that the management was contemplating on opening more branches in the twin city.
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