UBA Ghana ranked No. 1 in customer satisfaction, 2nd in consumer service quality

UBA Ghana has been named the top-performing bank in customer satisfaction and the second-best in consumer banking service quality in the 2025 Ghana Customer Satisfaction Index (GH-CSI) report, commissioned by the Chartered Institute of Marketing, Ghana (CIMG). The bank achieved an impressive customer satisfaction score of 98.7%, surpassing the industry average of 91.7% and marking a significant improvement from the 94.4% recorded in 2024.

In the consumer service quality category, UBA placed second with a score of 93.4%, trailing only the leading score of 94.4% and outperforming the industry average of 88.2%.

UBA's service quality score rose from 88.7% in 2024 to 93.4% in 2025, reflecting the bank's ongoing commitment to enhancing the customer experience. Bernard Gyebi, Managing Director and CEO of UBA Ghana, expressed satisfaction with the rankings, noting that they "reflect the dedication of our people and the investments we make in our branches, digital platforms, processes and customer-support channels."

He added that the bank remains dedicated to continuous improvement, stating that customer expectations are evolving and UBA will strive to make every interaction simple, reliable, responsive, and rewarding.

The GH-CSI evaluated consumer banking service quality across six dimensions: tangibles, reliability, responsiveness, assurance, empathy, and ease of use. Scores between 91% and 100% were categorized as "excellent" and "praiseworthy." UBA's performance in these areas further solidified its position as a leader in customer-centric banking.

The bank also saw a notable increase in customer loyalty, with the loyalty score rising from 72.9% in 2024 to 81.5% in 2025, placing it among the leading institutions. UBA's Net Promoter Score, which gauges customers' willingness to recommend the brand, increased from 42.2% in 2024 to 48.1% in 2025.

Gyebi emphasized that these results are a testament to both customers' loyalty and perseverance and the professionalism of UBA's employees. He expressed gratitude to customers for their trust, honest feedback, and confidence in the bank, and he commended the team for their unwavering commitment to delivering exceptional service.

Looking ahead, UBA aims to maintain and elevate these standards, continuing to listen to customers, address service gaps, and develop solutions that meet the diverse needs of individuals, families, and businesses across Ghana.