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Insurance sector ranked last in 2023 ICSP Customer Service Report



Insurance, NIC

The Insurance Sector has been ranked last in customer service according to the 2023 Institute of Customer Service Professionals (ICSP) Ghana Report.

The sector scored 61.45%, while the Telecommunication came 1st with a score of 88.12%.

The Hospitality Industry and Public Institutions were ranked 2nd and 3rd scoring 83.13% and 81% respectively.

President of the Institute of Customer Service Professionals Ghana, Yvvone Ohui MacCarthy, said poor customer service experience in Ghana continues to affect foreign investments into the country, hence the need to pay attention to it.

Customer service is key to the growth of every sector or business. We need to know the importance of customer service. The insurance sector struggled with certain areas and that’s what affected them this time”.

“People expect more from service providers because customers are now understanding their rights. They are demanding organisations to do more than just serve them; we need to work on it as a country”, she explained.

She urged organisations to also look after employees by conducting rapid training needs analysis, creating community and collaboration, amongst others.

Let’s start looking at the physical and mental health of our employees. Organisations should also invest in the right type of training for them”, she added.

Meanwhile, the overall satisfaction score for Ghana improved to 73.94% in 2023 which represent a 7.68% increase from 66.26% in 2022.

The Ghana Customer Service Index (GCSI) is a national indicator of customer evaluations of the quality of goods and services patronised by both Ghanaians and non-Ghanaians living in Ghana.

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