BANK OF AFRICA was awarded "Elected Customer Service of the Year Morocco 2021", in the Bank category for the fourth consecutive year, during a small ceremony, considering the current health safety measures, organized on December 14, 2020 in Casablanca. This new distinction highlights the excellence of Customer Service and reflects the bank's strong commitment to its customers and prospects.
As a reminder, the "Elected Customer Service of the Year" contest was held for the fourth time in our country, after seeing success in France and Europe for about 15 years.
As in previous years, the idea consisted of organizing a competition between the most important companies in the country, from September 1 to November 15, 2020, in order to elect the company offering the best customer service in each sector. The sectors selected were those for which customer service is essential, in particular, the banking sector, telecom, and distribution. This competition was based on mystery shopper surveys with a multi-channel approach: all customer-oriented channels were audited through physical visits to the Private and Professional network in the national territory, as well as telephone calls, emails/forms and use of the bank's website. This year was marked by a new element in terms of customer service evaluation, namely the addition of contacts via Facebook.
This distinction is all the more striking because it reflects the strong commitment of all components of the bank to constantly improve the quality of service provided to its customers and maintain its position as ‘Customer Service of the Year’ in the banking sector.
