The 2024 PricewaterhouseCoopers (PwC) Banking Survey has revealed that most bank customers in Ghana prefer using WhatsApp for communication with their financial institutions. The survey, released on July 16, 2024, found that approximately 42 % of bank customers chose WhatsApp as their primary means of everyday communication and social media interaction.<\/p>\n\n\n\n
Au cours des 15 derni\u00e8res ann\u00e9es, WhatsApp est devenu l'une des trois principales plateformes de r\u00e9seaux sociaux, offrant des fonctionnalit\u00e9s innovantes qui facilitent l'engagement et l'ex\u00e9cution des transactions entre les banques et les clients.<\/p>\n\n\n\n
R\u00e9partition des canaux virtuels utilis\u00e9s par les clients des banques<\/strong><\/p>\n\n\n\n L'analyse des chiffres montre que 42 % des clients des banques ont choisi WhatsApp comme canal de communication quotidien et de m\u00e9dias sociaux pr\u00e9f\u00e9r\u00e9. \u00a0<\/p>\n\n\n\n Un pourcentage nettement plus faible de clients (11,2 %) a choisi Facebook comme deuxi\u00e8me choix d'interaction.<\/p>\n\n\n\n Youtube avait 8,1 %, tandis que LinkedIn avait 7,71 %, et Instagram 6,9 %.<\/p>\n\n\n\n \u201c Parmi les r\u00e9seaux sociaux les plus courants, WhatsApp se distingue comme la plateforme d'interaction pr\u00e9f\u00e9r\u00e9e des clients \u2019, indique l'enqu\u00eate.<\/p>\n\n\n\n \u00c9valuation du service \u00e0 la client\u00e8le<\/strong><\/p>\n\n\n\n Le rapport montre que les clients des banques appr\u00e9cient la rapidit\u00e9 du service en agence, 64% pr\u00e9conisant des temps d'attente courts pour que l'exp\u00e9rience bancaire soit agr\u00e9able.<\/p>\n\n\n\n Certains clients ont \u00e9galement r\u00e9v\u00e9l\u00e9 que \u201cles agences bancaires peuvent \u00eatre intimidantes en raison des mesures de s\u00e9curit\u00e9 et des restrictions concernant l'utilisation des appareils mobiles\u201d.<\/p>\n\n\n\n \u201cLorsque les clients se rendent dans leurs agences bancaires, ils veulent y entrer et en sortir rapidement et pr\u00e8s des deux tiers (64 %) des clients des banques d\u00e9clarent que des temps d'attente courts en agence contribuent le plus \u00e0 rendre leurs exp\u00e9riences bancaires agr\u00e9ables\u201d.<\/p>\n\n\n\n PwC a expliqu\u00e9 que les pr\u00e9occupations ont occup\u00e9 la premi\u00e8re place dans les deux enqu\u00eates successives men\u00e9es dans le secteur bancaire au Ghana.<\/p>\n\n\n\n En ce qui concerne l'engagement des employ\u00e9s, 24% des personnes interrog\u00e9es ont d\u00e9clar\u00e9 s'attendre \u00e0 ce que le personnel bancaire manifeste un int\u00e9r\u00eat sinc\u00e8re pour leur activit\u00e9 et fasse preuve d'efficacit\u00e9 lorsqu'il s'agit de leur apporter son aide.<\/p>\n\n\n\n M\u00e9thodologie <\/strong><\/p>\n\n\n\n L'enqu\u00eate de PwC a \u00e9t\u00e9 men\u00e9e aupr\u00e8s des clients des 23 banques du Ghana, en collaboration avec l'Association des banques du Ghana.<\/p>\n\n\n\n The views were collected through an online questionnaire, developed using Google Forms, and emailed to all 23 banks with a request to forward it to all their customers.<\/p>\n\n\n\n Cet outil a \u00e9t\u00e9 soigneusement con\u00e7u pour recueillir l'avis des clients des banques sur la qualit\u00e9 de l'exp\u00e9rience client (CX) offerte par leur banque principale.<\/p>\n\n\n\n D'autres informations ont \u00e9t\u00e9 recueillies \u00e0 partir des points de vue des dirigeants bancaires sur l'exp\u00e9rience client actuellement propos\u00e9e par le secteur, ainsi que sur les projets de leurs banques respectives visant \u00e0 maintenir, voire \u00e0 am\u00e9liorer, l'exp\u00e9rience client \u00e0 l'avenir.<\/p>\n\n\n\n Selon PwC, les r\u00e9ponses \u00e0 l'enqu\u00eate des clients des banques ont \u00e9t\u00e9 tr\u00e8s perspicaces, r\u00e9v\u00e9lant comment leurs banques offrent des exp\u00e9riences \u00e0 diff\u00e9rents points d'interaction. En outre, ils ont fait des suggestions sur la mani\u00e8re dont les banques pourraient am\u00e9liorer la coh\u00e9rence, la pr\u00e9visibilit\u00e9 et la qualit\u00e9 de leurs services, en rendant les interactions plus transparentes, plus pratiques et plus agr\u00e9ables pour le public des banques.<\/p>\n\n\n\n Cette ann\u00e9e, l'enqu\u00eate \u00e9tait principalement ax\u00e9e sur l'exp\u00e9rience client (\u201cCX\u201d).<\/p>\n\n\n\n PwC a tent\u00e9 d'obtenir un retour d'information direct de la part des clients des banques sur leurs pr\u00e9f\u00e9rences et leurs observations concernant les services auxquels ils ont acc\u00e8s ou cherchent \u00e0 avoir acc\u00e8s aupr\u00e8s de leurs banques.<\/p>\n\n\n\n L'enqu\u00eate a fourni des informations int\u00e9ressantes sur l'\u00e9volution des tendances, les pr\u00e9f\u00e9rences d\u00e9mographiques et les nuances que les clients recherchent pour rendre leur exp\u00e9rience bancaire m\u00e9morable.<\/p>","protected":false},"excerpt":{"rendered":" L'enqu\u00eate bancaire 2024 de PricewaterhouseCoopers (PwC) a r\u00e9v\u00e9l\u00e9 que la plupart des clients des banques au Ghana pr\u00e9f\u00e8rent utiliser WhatsApp pour communiquer avec\u2026<\/p>","protected":false},"author":1,"featured_media":233463,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"categories":[599],"tags":[663,521],"class_list":["post-233462","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-ghana","tag-social-media"],"acf":[],"taxonomy_info":{"category":[{"value":599,"label":"News"}],"post_tag":[{"value":663,"label":"Ghana"},{"value":521,"label":"Social Media"}]},"featured_image_src_large":["https:\/\/enspirefx.com\/wp-content\/uploads\/2024\/07\/PwC-Survey-WhatsApp-preferred-by-majority-of-bank-customers-in-Ghana.webp",1000,562,false],"author_info":{"display_name":"Dennis Gyamfi","author_link":"#"},"comment_info":0,"category_info":[{"term_id":599,"name":"News","slug":"news","term_group":0,"term_taxonomy_id":421,"taxonomy":"category","description":"Helpful technology articles, news and updates of interest to business owners. EnspireFX is the leading Web Design Company in Ghana, we are experts in Website Design, Web Development, E-Commerce, and SEO. Work with us: +233 55 091 9202.<\/a>","parent":0,"count":42,"filter":"raw","cat_ID":599,"category_count":42,"category_description":"Helpful technology articles, news and updates of interest to business owners. EnspireFX is the leading Web Design Company in Ghana, we are experts in Website Design, Web Development, E-Commerce, and SEO. Work with us: +233 55 091 9202.<\/a>","cat_name":"News","category_nicename":"news","category_parent":0}],"tag_info":[{"term_id":663,"name":"Ghana","slug":"ghana","term_group":0,"term_taxonomy_id":485,"taxonomy":"post_tag","description":"","parent":0,"count":30,"filter":"raw"},{"term_id":521,"name":"Social Media","slug":"social-media","term_group":0,"term_taxonomy_id":343,"taxonomy":"post_tag","description":"","parent":0,"count":17,"filter":"raw"}],"_links":{"self":[{"href":"https:\/\/enspirefx.com\/fr\/wp-json\/wp\/v2\/posts\/233462","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enspirefx.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/enspirefx.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/enspirefx.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/enspirefx.com\/fr\/wp-json\/wp\/v2\/comments?post=233462"}],"version-history":[{"count":0,"href":"https:\/\/enspirefx.com\/fr\/wp-json\/wp\/v2\/posts\/233462\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enspirefx.com\/fr\/wp-json\/wp\/v2\/media\/233463"}],"wp:attachment":[{"href":"https:\/\/enspirefx.com\/fr\/wp-json\/wp\/v2\/media?parent=233462"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enspirefx.com\/fr\/wp-json\/wp\/v2\/categories?post=233462"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enspirefx.com\/fr\/wp-json\/wp\/v2\/tags?post=233462"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}