Customer Service Scores Feature Prominently as OmniBSIC Wins Four CIMG Awards

 

Banks are being judged on how customers rate their service as well as how they market themselves. Three of the four honours OmniBSIC Bank won at the 37th Chartered Institute of Marketing, Ghana (CIMG) National Marketing Performance Awards were for service quality, customer recommendation and customer satisfaction.

The ceremony, held  in Accra covered marketing performance in the 2025 assessment year.

Marketing and service measured together

OmniBSIC was named Marketing-Oriented Bank of the Year. It also won Best Bank in Service Quality and Best Performance in Net Promoter Score (Consumer Banking), and finished as Second Runner-Up in Customer Satisfaction.

Net Promoter Score is a survey measure of how likely customers are to recommend a company to others. It is one of the standard ways banks track loyalty, alongside satisfaction ratings. The bank did not release its score or the survey results behind the awards.

How the bank links marketing to service

Group Head of Corporate Banking Anne Marie Appiah said the awards reflect a strategy of putting customers at the centre of operations and using service quality to build long-term relationships. She said the bank pairs marketing with measurable customer experience outcomes.

“These awards affirm our commitment to putting customers first and ensuring that our promise of being ‘Not Just Another Bank’ is reflected in the quality of service we deliver every day,” she said.

She said the service quality and Net Promoter Score awards matter most to the bank “because they reflect the importance of earning customers’ trust, meeting their expectations and giving them reasons to recommend us to others”.

She said management would continue to improve service delivery, deepen customer engagement and keep its marketing strategy aligned with customers’ needs.