ADB to do more to improve on service quality

ADB to do more to improve on service quality

The Agricultural Development Bank has indicated it will continue to work hard to improve on its service delivery to customers.

A recently published Chartered Institute of Marketing (CIMG) 2021 Customer Satisfaction Index Report indicated that the bank’s customers were not happy with the service delivery of the bank, but ADB has pledged to improve on its customer services.

“The results of the survey and in particular the open feedback is well acknowledged and will help us improve our operations and provide a more customer-centric banking services,” it said in a statement.

The statement added “the survey will further improve on the bank’s feedback policy and further improve on the development of its products and services”.

The bank has since 2020 initiated and implemented an Integrated Management System – which includes Quality, Information Security, Business Continuity and Service Management Systems, aimed at enhancing its service quality delivery.

In addition, ADB has established the Security Operations Centre (SOC) in line with the Regulators Cyber Security Directive, targeted at ensuring security and timely response to threats involving customers, among others.

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