Prudential Bank ranked five-star in service quality

Prudential Bank’s (PBL’s) quest to become the country’s leading indigenous bank has been given a boost after the bank was awarded a five-star rating in the recent Chartered Institute of Marketing Ghana (CIMG) Customer Satisfaction Index report.
The bank earned its rightful place as a five-star bank for outstanding service quality after it was adjudged second in the overall CIMG-CSI Best Bank for service quality. The bank also enviably emerged as Best Bank, Customer Satisfaction and Best Bank on Net Promoter Score, an indication of strong customer loyalty.

Survey Result

Commenting on the survey results, the Managing Director of the bank, Mr John K. Addo, thanked the bank’s customers for their continued confidence and trust in the bank.

“We dedicate this recognition to our customers across the country without who we would not be in business. In as much as this gives us a sense of pride, it also places a responsibility on us to strive to do better to ensure that we always provide excellent services to leave an indelible mark in the hearts and minds of our customers and that is the purpose we embrace at PBL; to continually improve all our customer touchpoints to leave our customers satisfied,” he said.


The CIMG-CSI measures Service Quality, Customer Satisfaction and Customer Loyalty and establishes a standard Customer Satisfaction Index for traditional and remote banking services.

The survey was supported by the Bank of Ghana and the Ghana Association of Bankers.

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