CIMG launches Customer Satisfaction Index report, research projects

A report to enable banks to make conscious efforts at improving service quality and functioning as world-class businesses was on Friday launched in Accra.

Dubbed the Chartered Institute of Management, Ghana-Customer Satisfaction Index (CIMG-CSI) coffee table publication report, 2021, the report was to establish a standard CSI for the country.

Alongside was the commissioning of two research projects including the CIMG-CSI, 2022 and the CIMG-Regional Brand Index (CIMG-RBI, 2022).

Speaking at the event, Dr Daniel Kasser Tee, National President of CIMG, stated that the Institute embarked on the journey of establishing a standard CSI for the country last year with a focus on the banking sector.

He noted that report was for banks to study seriously and tighten up on areas where their performances fell short of the expectations of their customers.

Dr Tee said the CIMG was available to provide the needed support to enable the banks improve the quality of services rendered to customers.

Regarding the two research projects for the year, he said CIMG-CSI 2022 covered four other sectors including Insurance, Private Healthcare, Hotels, and Business Schools.

The CIMG National President said CIMG-RBI 2022 sought to unearth and highlight the business and tourism potentials of all the16 regions in the country.

The main areas, he said, included the culture of the people, tourism and trade potentials, governance, peace and security, investment and migration issues.

Dr Tee underscored that it was expected that the final report from the CIMG-RBI study would serve as a huge marketing resource for each of the 16 regions, “as visitors and Tourists will use it as a guide to patronise the various services available”.

“This report will, therefore, be of immense benefit to the Local Government Ministry, Tourism Ministry and the Foreign Affairs Ministry, as well as mother Ghanaat large,” he added.

Dr Tee used the opportunity to urge all to subscribe to the reports including future studies to help mould businesses and industries for the provision of stellar services to our most important guests, our customers.

Dr Daniel McKorley, Chief Executive Officer (CEO) of the McDan Group and chairman of the event, stressed that customers were very vital in the running of every business.

He indicated that post COVID-19 had even highlighted the essentiality of customers as they were the pivot on which businesses operated.

Dr Mckorley revealed that he managed his businesses for over 10 years in a way that made his customers his sales persons, and as such never lost any of them.

He, therefore, stressed the need for us to embrace the initiative of the CIMG and work towards achieving better results across the country.

The CEO of the McDan Group lauded the institute and pledged GHC250,000 towards its research projects.


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