CIMG to expand Customer Satisfaction Index Report to cover health, hospitality, others

The Chartered Institute of Marketing Ghana (CIMG) Customer Satisfaction Index Report is to be expanded to cover health, hospitality, and insurance industries.

The Chief Executive Officer/Registrar of CIMG, Kwabena Agyekum, who disclosed this in Accra yesterday during a courtesy call on the Managing Director of the New Times Corporation, Mr Martin Adu-Owusu, said the move was to measure the level of satisfaction of customers in those sectors.

Mr Agyekum was accompanied by Ama Amoah, Council Member of CIMG and Chairperson for Public Relations, Publication and Information Affairs, and Clarence Pappoe, Deputy Manager, Corporate Communications of CIMG.

The other management members of  the NTC present in the meeting were the Editor of the Ghanaian Times, Mr David Agbenu, Mr Emmanuel Amponsah, the Editor of The Spectator, the Marketing Manager, Alfred Koomson, Technical Services Manager, John Lawson, the Human Resource Manager, Felix J.K. Acheampong, and the Audit Officer, Ismaila Attaul-Lah.

Mr Agyekumin his remark, said the Customer Satisfaction Index which was last year focused on the retail sector of the banking industry would be expanded to include corporate banking.

He said CIMG was now a quasi-government institution with a Council following the passage of the Marketing Act, Act 2021, adding that CIMG was yet to develop a Legislative Instrument to implement the Act.

The CIMG CEOsaid with the passage of the Act, CIMG, among other powers, had been granted the mandate to run its own examinations, unlike the past when it had to do through CIM-UK.

Mr Agyekum disclosed that, the CIMG had planned to re-introduce the Ghana All Media Product Survey and solicited the support of the NTC to run the Survey.

He pledged CIMG’s commitment to collaborate and partner with the NTC in terms of training and advertisement to strengthen the cordial relationship between the two organisations.

Ms Amoah in her remarks, entreated NTC to take advantage of the training programmes of CIMG to build the capacity of the staff of the Corporation.

She said customers were becoming sophisticated and their needs kept changing and there was the need to build the capacity of the NTC to better serve the customers and clients of the Corporation.

Mr Adu-Owusu in his remarks, said he was excited about the visit and commitment of CIMG to partner with NTC to promote the businesses of members of the former.

He said the relationship between NTC and CIMG had been cordial and stressed the need for the relationship to be strengthened for the mutual benefit of the two.

Mr Adu-Owusu said the NTC was committed to partnering CIMG for the training of the staff of the Corporation.

He commended the management of CIMG for its hard work which culminated in the passage of the Marketing Act, adding that the formation of the CIMG Council was commendable.


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