Vodafone Ghana, Telecommunication Company, has been named the ‘Best Telecom Company’ in customer service for the second year running by the Ghana Customer Service Index (GCSI) report 2020.
In the GCSI Telecom sector rankings, Vodafone obtained the highest satisfaction score to emerge as the best customer service provider for the second year in a row.
The Telco had been consistent in introducing innovative channels to interact and engage with its customers, hence the honour.
Reacting to the outcome of the recent GCSI survey, Madam Angela Mensah-Poku, Director, Digital Transformation and Commercial Operations, Vodafone Ghana, said the report affirmed Vodafone’s wholehearted commitment to the goal of proffering a seamless and enjoyable service experience for its customers.
“Vodafone Ghana is proud to be acknowledged once again as the most customer service oriented telecom operator in Ghana.
For us, this affirmation goes to show that our continual customer experience innovations and digital interventions are hitting the right spots and largely fulfilling our objective to deliver an unmatched service experience for our cherished customers.
“We seize this opportunity to say a resounding thank you to our customers. We continue to excel because of their frank feedback, patience and cooperation.
We want to assure our customers that we are not resting on our oars, especially considering the unusual circumstances we find ourselves in due to the COVID-19 pandemic.
“We are, therefore, continuing to fine-tune and update our customer-centric digital assets; My Vodafone App (MVA) and our virtual customer assistant, TOBi with improved functionalities to serve our customers even better while adjusting our retail shop operations to be maximally adherent to Coronavirus protocols and hence ultra-safe,” he said.
Vodafone had empowered customers to digitally access its products and services from the safety of their homes whilst enjoying convenience, ease of use and speed.
Its plethora of customer-engaging digital channels including My Vodafone App and TOBi are helping to reduce customers’ risk of exposure to the virus.
Additionally, Vodafone continued to enhance its traditional customer service touch points such as the call centres and retail shops to deliver optimal customer service.
The Ghana Customer Service Index (GCSI) is a yearly report, which provides insights into the state of customer service in Ghana.
The 2020 research and survey collected data from over 3,000 respondents in Accra, Kumasi and Takoradi on key metrics such as Trust, Look & Feel, Competence, Professionalism, Ease of Doing Business, Processes, and Procedures, and Customer-Focused Innovations.
The rest are Engagement with Customers, Complaints and Feedback, and Coronavirus Preparedness.