Agricultural Development Bank (ADB) PLC has reinforced its reputation as a customer-focused financial institution, emerging as the Best Bank in Service Quality, Business Banking Category, at the Chartered Institute of Marketing, Ghana (CIMG) Annual National Marketing Performance Awards night on Friday, October 16, at the Labadi Beach Hotel in Accra.
The Bank was also adjudged First Runner-up in Customer Loyalty for Business Banking, and Second Runner-up in Customer Satisfaction for Business Banking, marking a significant milestone in its commitment to delivering exceptional banking experiences and building enduring customer relationships.
The recognitions, announced following the fifth wave of the Ghana Customer Satisfaction Index Report, underscore ADB’s growing emphasis on service excellence, customer engagement, and relationship-driven banking.
The study, launched on July 30, 2026, with support from the Bank of Ghana and the Ghana Association of Banks, assessed customer experiences across 22 participating banks in Ghana.
The findings examined three critical dimensions of banking performance: service quality, customer satisfaction, and customer loyalty. The assessment also measured participating banks’ Net Promoter Score, providing insights into customers’ willingness to recommend their respective financial institutions.
ADB’s performance across these indicators reflects the Bank’s commitment to understanding customer expectations, strengthening service delivery, and building trust through consistent customer engagement.
Excellent Service Experience at the Heart of ADB’s Transformation
In receiving the awards, the General Manager, Retail Banking (GM Retail Banking), ADB PLC, Frank Okyere-Adarkwa, described the recognitions as an important endorsement of the Bank’s customer-focused approach and its determination to deliver meaningful value through innovative financial solutions.
He noted that the Bank’s strategic direction places customers at the centre of its operations, with an emphasis on accessibility, responsiveness, relationship management, and excellent service experience.
“Being recognised as the Best Bank in Service Quality in Business Banking is a significant achievement for ADB PLC and a strong motivation to continue raising the standards of banking services.
“For us, banking goes beyond financial transactions. It is about understanding our customers, anticipating their needs, supporting their aspirations, and consistently delivering experiences that inspire confidence and trust,” the GM Retail Banking said.
Mr Okyere-Adarkwa said the Bank would continue to strengthen its retail and business banking operations by enhancing service delivery channels, improving customer engagement, and developing solutions that meet the evolving financial needs of individuals and businesses.
He emphasised that customer loyalty is earned through consistent performance, reliability and a genuine commitment to creating value.
He further commended employees across the Bank’s branch network, business units, and support functions for their contribution to the achievement.
He said the recognition demonstrates the value of teamwork, professionalism, and a shared commitment to customer satisfaction.
Beyond Banking: Building Relationships That Last
ADB PLC’s Head of Marketing and Communications, Mohammed Ali, described the awards as a powerful validation of the Bank’s brand promise, Beyond Banking, and its continued efforts to place customers at the centre of its corporate identity.
He explained that modern banking brands are increasingly defined not merely by their products and services but by the quality of the experiences they deliver and the emotional connections they establish with customers.
“A strong banking brand is not built by advertising alone. It is built through trust, consistency, and the experiences customers have with the institution every day. These recognitions demonstrate that ADB’s brand promise of ‘Beyond Banking’ is more than a corporate statement. It represents our commitment to building meaningful relationships, delivering value, and making every customer interaction count,” Mohammed Ali said.
He emphasised that recognition for service quality, customer satisfaction, and loyalty provides a strong platform to reinforce ADB’s brand positioning in Ghana’s competitive banking industry.
He noted that the awards are particularly significant because they are linked to customer assessments rather than solely to internal performance measures.
“The most powerful endorsement any bank can receive is the confidence of its customers. When customers recognise your service quality, express satisfaction with their experiences and demonstrate loyalty to your brand, it speaks directly to the strength of the relationships you have built.
“For ADB, these recognitions are not simply awards; they are a reflection of the trust our customers continue to place in us,” Mohammed Ali stated.
He added that the Bank would continue to deepen customer engagement, strengthen brand visibility and support initiatives that promote financial education and a consistent brand experience.
Mohammed Ali also paid tribute to ADB’s employees, describing them as the true ambassadors of the Bank’s brand.
“Our people bring the ADB brand to life. Every warm welcome, every resolved customer concern, every timely response and every extra effort to support a customer contributes to the reputation we celebrate today. This recognition belongs to every employee whose dedication makes ADB’s promise of ‘Beyond Banking’ a reality,” he noted.
He reaffirmed the Bank’s commitment to strengthening relationships with customers and stakeholders while promoting a culture where service excellence remains central to brand growth.
Customer Experience Is Everyone’s Responsibility
The Head of Service Experience of ADB PLC, Mrs Obaapa Yeboah Addo, described the recognition as an encouraging reflection of the Bank’s commitment to improving customer experiences across its service channels.
She emphasised that service quality must be embedded in the culture, processes and daily operations of every institution that seeks to earn long-term customer confidence.
“Customer experience is not a department; it is a responsibility shared by every employee of the Bank. Every interaction offers an opportunity to build trust, show care, and strengthen the customer’s relationship with ADB. Being recognised as the Best Bank in Service Quality in Business Banking affirms the importance of putting customers first in everything we do,” Mrs Yeboah Addo said.
She noted that excellent customer experience requires more than courtesy and responsiveness. It demands a deeper understanding of customer expectations, effective complaint resolution, reliable service delivery and continuous improvement.
According to her, the Bank remains committed to promoting a service culture in which customer feedback informs operational improvements and service delivery decisions.
“Our customers must feel valued, heard and supported at every stage of their banking journey. We want every customer to leave an interaction with ADB feeling confident that their needs matter and that the Bank is genuinely committed to their success. This recognition motivates us to do even more,” she added.
Celebrating the People Behind the Achievement
The Bank has dedicated the recognition to its customers and employees, acknowledging their central role in its continued progress. Customers remain at the heart of ADB’s operations, and their feedback, loyalty, and confidence underpin the Bank’s efforts to improve service delivery.
Equally important is the dedication of employees whose professionalism, commitment and teamwork shape the customer experience across the institution.
From frontline staff who engage directly with customers to operational teams working behind the scenes, every contribution helps build a dependable and responsive financial institution.
ADB believes that sustainable service excellence requires a strong internal culture where employees are empowered, supported and motivated to deliver their best.
The Bank, therefore, views recognition as an opportunity to celebrate its workforce while renewing its commitment to employee development, customer engagement, and operational excellence.