Ghana Customer Service Index

If the look on my face could say anything at all, it should be GRATITUDE. I am grateful for everything that I have encountered in my career, the opportunities lost and enjoyed, the people who have helped and hurt me, I am just grateful for it all.

Today is a milestone achievement for me as I make my way to Nigeria to report to them tomorrow, the results and interpretation of the Nigerian Customer Service Index. It is a task and responsibility I take seriously. This opportunity is a vital one as it aligns with my vision for customer service in Africa. The Ghana Customer Service Index has proven to be a brand of integrity and resilience. This is what made it attractive to Nigeria and the WAACSP team and today the NCSI is a reality.

14 years setting up the Institute of Customer Service Professionals and starting a customer service career in Ghana, 4 years of being board chair for the West African Association of Customer Service Professionals, 3 years of being the board chair of the University of Ghana Medical Center Client Service Committee, 6 years of running a successful Ghana Customer Service Index and now the beginning of a new journey stares me right in the face.

My goal is to have the index emulated in different parts of the sub region and that goal is achievable. I’m grateful for your encouraging words and trust in my abilities. Tomorrow I shall engage with Nigeria and set the ball rolling.
Wish me luck and remember your vision, dreams and goals are valid!

www.ghanacsi.org
www.nigeriacsi.org
www.thewaacsp.com
www.yvonneomaccarthy.com

The 6th Ghana Customer Service Index was successfully revealed on Tuesday, 30th of January at the British Council. The results after data analysis was interesting. There is clearly a shift in the ranking and scores of both sectors and organizations. The "underdogs" are gradually influencing their customers and clients positively. The GCSI report is a 116 paged document that provides you with verified demographical, perceptional and factual data with recommendations and identified trends that can help any organization make DATA DRIVEN DECISIONS. Data is the new oil and making decisions in the absence of data is just saying your customer’s opinion don't matter.

After 6 years of running the GCSI we are happy to make the reports available each year. You can purchase a generic report and also request for a customized report which pulls out data for your sector and specific organization. Attached are a few pictures and graphs from the 2024 report. If you're in one of the 11 Ghanaian sectors , you should get a report.

Thanks to Emmanuel Djaba of Apercu our data analysis partner, Fiifi Pappie A. Aggrey of AggreyButtons our IT solutions partner, our team of dedicated volunteers. Thank you TV3, Angel, Onua, TVAfrica, JoyNews and ATV.
DM me if you need a generic or customized report.

It’s yet another week to celebrate customer service all over the world. May we be focused on the most important things and not the most fun and attention grabbing things throughout this week. Remember your customers are still expecting and deserve to be treated with respect, professionalism, competence and quality engagement. This week should trigger the desire to do our best as customer service representatives in order to give our customers world class experiences.

Almost six years ago, the Ghana Customer Service Index was launched at the British Council with a few media houses and stakeholders in the service industry. I can tell you today that my conviction of the success of this index was so strong that I had to be DELUSIONALLY OPTIMISTIC. I have learnt a lot and grown the GCSI brand organically. Today as the board chair of the West African Association of Customer Service Professionals (WAACSP) www.thewaacsp.com, I am happy to announce that we now have the Nigerian Customer Service Index which has been tailor made to suit the Nigerian market. Creativity and innovation is a key contributor to the solutions in all areas of our lives. I am grateful to the WAACSP team for seeing the value in the Ghana Customer Service Index and taking the steps to replicate it in Nigeria. Please visit www.nigeriacsi.org to take a survey for Nigeria and www.ghanacsi.org to take a survey for Ghana.

Get to know me better as I share my story on today’s woman with the amazing Janet Sunkwa Mills on todays woman at 3.00pm sharp.

It’s been 5 years and 5 indexes since the Ghana Customer Service Index was launched. I do not take the support and love I’ve received over the years from friends, colleagues, the media for granted. I can never take out the God factor…he is and has been with me all these year.

Dear YOU, dream as big and as often as you can. Put in the work, understand your terrain, be willing to do the time, invest in your personal development and practice OQP (Only Quality People). There is Nothing under the sun that is unattainable if you believe.

I am IT. Africa’s Customer Service Thought Leader.

You are IT, whatever you say IT is!

www.icspghana.com
www.courses.icspghana.com
www.yvonneomaccarthy.com

It’s time!

Good morning
The following organizations are participating organizations in the Ghana Customer Service Index survey. To aid in data collection this year, we have created an info poster that has a QR code and the web address to be placed at vantage points in the various branches of these organizations. Please sidebar me or send an email to [email protected] if you are linked to any of these organizations and want us to send you the info poster via mail. Alternatively, you can use the soft copy attached here.

Banking

Absa Bank Ghana Limited
Access Bank (Ghana) PIc
Agricultural Development Bank Limited
Bank of Africa Ghana Limited
CAL Bank Limited
Consolidated Bank Ghana Limited
Ecobank Ghana Limited
FBNBank (Ghana) Limited
Fidelity Bank Ghana Limited
First Atlantic Bank Limited
First National Bank (Ghana) Limited
GCB Bank Limited
GHL Bank Limited
Guaranty Trust Bank (Ghana) Limited
National Investment Bank Limited
OmniBSIC Bank Ghana Limited
Prudential Bank Limited
Republic Bank (Ghana) Limited
Societe General (Ghana) Limited
Stanbic Bank Ghana Limited
Standard Chartered Bank (Ghana) Limited
United Bank for Africa (Ghana) Limited
Universal Merchant Bank Limited
Zenith Bank (Ghana) Limited

Insurance

Enterprise Life
Activa International Insurance Company-Ghana Limited
Allianz Insurance Company Gh. Ltd.
Donewell Insurance Company Limited
Enterprise Insurance Company Limited
Ghana Life Insurance Company
GN Life Assurance Limited
Hollard Insurance Ghana Limited
Imperial General Insurance Company Ltd.
Metropolitan Life Insurance Ghana Limited
Priority Insurance Company Limited
Provident Insurance Company Limited
Prudential Life Insurance Ghana
Quality Insurance Company Limited
Regency Nem Insurance Ghana Limited
SIC Insurance Company Limited
Star Assurance Company Limited
Starlife Assurance Company Limited
Unique Insurance Company Limited
Vanguard Assurance Company Limited

Utilities

Electricity Company of Ghana
Ghana Water Company
Zoomlion Ghana Limited

Telecommunications

Busy Internet
Gateway Communications
Zipnet
Globacom
Surfline
AirtelTigo
MTN
Vodafone
Teledata ICT

Hospitality

Accra City Hotel
Accra Marriot Hotel
Best Western Premier Accra Airport Hotel
Fiesta Royale Hotel
Golden Tulip Accra
Golden Tulip Kumasi City
Ibis Styles Accra Airport City
Kempinski Hotel Gold Coast City
La Palm Royal Beach Hotel
Labadi Beach Hotel
Movenpick Ambassador Hotel Accra
Swiss Spirit Alisa Hotels North Ridge
Tang Palace Hotel
The African Regent Hotel
The Royal Senchi
Oak Plaza Hotel East Airport
Aiport West Hotel
Coconut Groove Beach Resort

Healthcare

37 Military Hospital
Accra Psychiatric Hospital
Achimota Hospital
Aiport Womens Hospital
Christian Care Center
Del International Hospital
Family Health Hospital
Impact Medical and Diagnostic Centre
Komfo Anokye Teaching Hospital
Korle-Bu Teaching Hospital
LEKMA Hospital
Lister Hospital and Fertility Centre
Greater Accra Regional Hospital (Ridge Hospital)
Vision Hospital

Retail Malls

Accra Mall
Marina Mall
A&C Mall
Junction Mall
West Hills Mall
Oxford Street Mall
Kumasi City Mall
Achimota Retail Centre
Takoradi Mall
Koala Shopping Mall
Max Mart
Melcom
Citydia
Palace Shopping Centre
Orca Deco

Public Institutions

Driver and Vehicle Licensing Authority (DVLA)
Food and Drugs Authority
Ghana Broadcasting Corporation
Ghana Civil Aviation Authority
Ghana Free Zones Board
Ghana Investment Promotion Centre
Ghana Police Service
Ghana Revenue Authority
Ghana Shippers Authority
Ghana Standards Authority
Social Security and National Insurance Trust (SSNIT)

Online Businesses

Baahe.com
Hubtel Mall
Jiji.com.gh
Jumia
Kikuu
Melcome Ghana Online Shopping
Tisu.com.gh
Tonaton.com
Zoobashop

Transportation

Accra Cab
Bolt
Dropyn
Poki Cab
Uber
Yango

ICSP | Customer Service Solutions ICSP is an independent institute solely dedicated to training and providing holistic and specialized customer services solutions and strategies for individuals and organizations.

Keep doing what you’re doing no matter how hard it might get. When you prove to people that you’re not backing down. Allow your passion to steer the wheel, the only way is up.
I am Yvonne Ohui MacCarthy. Customer Service is my LIFE!

The Ghana Customer Service Index (GCSI) is a customer satisfaction measure that enables organizations benchmark their customer satisfaction results with firms in the same and other industries, and to do so with the confidence knowing that the results are consistent, reliable, and proven over time. The Institute of Customer Service Professionals (ICSP) Ghana, , offers clients a highly reliable resource for looking outside their own industry’s box to identify and benchmark with best-practice organizations in any of the 10 sectors featured in this survey. The ten sectors featured are banking, insurance, telecommunications, online businesses, hospitality, utilities, public sector, healthcare, retail malls and transportation.

This year the press reveal is scheduled for the 27th January. Please call or text 0543019186 to reserve a place if you would like to attend. All COVID protocols would be strictly adhered to.

I have 4.7 star rated courses and I am a 4*+ instructor on Udemy. I have five customer service courses on Udemy and on my ICSP platform. I have over 3900 enrollments and over 2800 active students on Udemy. On my new ICSP online course platform, I have close to 250 students. All these people have paid for my courses fully except a few who have had discounts. The majority of my students are in the US, United Kingdom, India, and Ghana. My courses have been bought in 115 countries exactly.

I love, eat, breath and sleep customer service and I ensure that anyone who encounters me or pays for my courses can feel the passion.
I would love to have you take a customer service course today to professionalize your interactions with your customers.

What are you waiting for? Get double certification from ICSP (www.icspghana.com, www.courses.icspghana.com) and West Africa Association of Customer Service Professionals - waacsp (www.thewaacsp.com)

Call 0543233390, 0543019186
email [email protected]

Happy New Month. May your hard work and determination in the pursuit of your customer’s happiness and satisfaction get you exactly where you want to be and if you don’t get there this month, hey you can always start again. Customer Service success is a process.