BTA Admin 
Agricultural Development Bank (ADB) PLC has been named the Best Bank in Service Quality in the Business Banking Category at the Chartered Institute of Marketing, Ghana (CIMG) Annual National Marketing Performance Awards.
The recognition, announced at the awards ceremony on Friday, October 16, 2026, at the Labadi Beach Hotel in Accra, was accompanied by two other distinctions for the bank in customer loyalty and satisfaction.
ADB was named first runner-up in Customer Loyalty for Business Banking and second runner-up in Customer Satisfaction for Business Banking.
The awards highlight the bank’s performance in customer experience, service delivery and relationship management within Ghana’s competitive banking industry.
ADB recognised in three customer experience categories
The awards followed the fifth wave of the Ghana Customer Satisfaction Index Report, launched on July 30, 2026, with support from the Bank of Ghana and the Ghana Association of Banks.
The study assessed customer experiences across 22 participating banks, examining three main areas: service quality, customer satisfaction and customer loyalty. It also measured each participating bank’s Net Promoter Score, which provides an indication of customers’ willingness to recommend their financial institution to others.
According to ADB, the recognition reflects its efforts to understand customer expectations, improve service delivery and strengthen trust through consistent engagement.
ADB says customer experience remains central to its strategy
ADB’s General Manager for Retail Banking, Frank Okyere-Adarkwa, described the awards as an endorsement of the bank’s customer-focused approach and its efforts to provide financial solutions that meet the needs of individuals and businesses.
He said the bank’s strategy prioritises accessibility, responsiveness, relationship management and service excellence.
“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,” he said.
Mr Okyere-Adarkwa added that banking should go beyond processing financial transactions to understanding customers’ needs and supporting their ambitions.
He said ADB would continue to improve its service channels, strengthen customer engagement and develop solutions that respond to changing financial needs.
He also commended employees across the bank’s branches, business units and support functions, crediting their teamwork and professionalism for contributing to the recognition.
Bank says awards strengthen its ‘Beyond Banking’ brand
ADB’s Head of Marketing and Communications, Mohammed Ali, said the awards reinforced the bank’s brand promise, “Beyond Banking”, and its commitment to building lasting customer relationships.
He argued that a bank’s reputation depends not only on its products and advertising but also on the experiences customers receive when interacting with the institution.
“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,” he said.
Mr Ali added that recognition based on customer assessments was particularly meaningful because it reflected customers’ experiences rather than relying solely on the bank’s internal performance measures.
He said ADB would continue to strengthen customer engagement, improve brand visibility and support financial education initiatives.
He also praised employees for their role in shaping the bank’s reputation, describing them as ambassadors of the ADB brand.
ADB says service quality is every employee’s responsibility
The bank’s Head of Service Experience, Obaapa Yeboah Addo, said the awards highlighted the importance of making customer experience part of the institution’s everyday operations.
“Customer experience is not a department; it is a responsibility shared by every employee of the Bank,” she said.
Mrs Yeboah Addo explained that delivering quality service requires more than courtesy. It also involves understanding customer expectations, resolving complaints effectively, providing reliable services and continuously improving operational processes.
She said ADB remained committed to using customer feedback to guide improvements across its service channels.
The bank has dedicated the awards to its customers and employees, acknowledging their contributions to its efforts to improve service delivery.
What the recognition means for ADB
The three awards provide ADB with external recognition for its reported performance in business banking service quality, customer loyalty and customer satisfaction.
However, the distinctions do not by themselves establish that ADB is the best-performing bank across every banking category or that all its customers have had positive experiences.
For customers and businesses, the longer-term measure will be whether the bank continues to deliver reliable services, resolve complaints promptly and provide financial products that meet their needs.
ADB says it intends to build on the recognition by strengthening customer relationships and making service excellence a central part of its operations.
