Agricultural Development Bank (ADB) PLC has been named Best Bank in Service Quality in the Business Banking category at the Chartered Institute of Marketing, Ghana (CIMG) Annual National Marketing Performance Awards.
The award was presented at a ceremony held at the Labadi Beach Hotel in Accra on Friday, October 16, 2026, where the bank also secured two other recognitions for its performance in customer relations.
ADB emerged as First Runner-up in Customer Loyalty for Business Banking and Second Runner-up in Customer Satisfaction for Business Banking.
The recognitions followed the fifth wave of the Ghana Customer Satisfaction Index Report, which assessed customer experiences across 22 participating banks in Ghana.
The study, launched on July 30, 2026, with support from the Bank of Ghana and the Ghana Association of Banks, examined service quality, customer satisfaction and customer loyalty, alongside customers’ willingness to recommend their banks to others.
Speaking on the achievement, ADB’s General Manager for Retail Banking, Frank Okyere-Adarkwa, said the recognition would motivate the bank to improve its services.
“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,” he said.
He said the bank would continue strengthening its retail and business banking operations through improved service channels, customer engagement and financial solutions tailored to the changing needs of individuals and businesses.
ADB’s Head of Marketing and Communications, Mohammed Ali, said the awards reflected the bank’s commitment to building lasting relationships 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,” he said.
He added that the awards were significant because they were based on customer assessments rather than solely on the bank’s internal performance measures.
The bank’s Head of Service Experience, Obaapa Yeboah Addo, said delivering quality service required a collective effort across the institution.
“Customer experience is not a department; it is a responsibility shared by every employee of the Bank. Every interaction presents an opportunity to build trust, demonstrate 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,” she said.
She noted that the bank would continue to use customer feedback to improve service delivery, resolve complaints and strengthen its engagement with clients.
ADB has dedicated the awards to its customers and employees, crediting their confidence, loyalty, professionalism and teamwork for the achievement.
