BNA now distinguishes the ‘best and worst’ banks in terms of service provision. First results come out in 2025.

With e BNA, you can distinguish the ‘best and worst’ banks in terms of service provision. First results come out in 2025.

With this test, which runs from the 1st to the 31st of this month, carried out by the regulator, the market sees the emergence of a ranking, where, depending on performance in matters related to service provision and complaints management, each bank will be evaluated.

An exercise to evaluate customer complaints about the provision of services by 23 Angolan commercial banks was launched by the National Bank of Angola (BNA) and aims, among others, to evaluate the impact of customer complaints on the banking business, which banks provide the best services and distinguish them from the worst, in addition to awakening the culture of complaints management to operators, announced this Tuesday, 2, the head of the Analysis and Monitoring of the Conduct of Financial Institutions Sector at BNA, José Andrade Moma.

With this test, which runs from the 1st to the 31st of this month, carried out by the regulator, the market sees the emergence of a ranking, where, depending on performance in matters related to service provision and complaints management, each bank will be evaluated.

To conduct this assessment, four fundamental indicators are being used, namely those of the financial institution's performance; level of complaints management and the impact that complaints management areas have on the internal processes of financial institutions; consumer and supervisor perception regarding the service provision of financial institutions and, finally, compliance with Notice 12.

The results of this assessment should be released in January next year, through a ranking prepared by the central bank, in a public session.

According to that BNA official, the National Bank of Angola intends, with this ranking, to improve the quality of service provided by banking financial institutions to consumers of products and services, as well as encourage the implementation of best practices in complaints management.

For José Moma, the BNA also intends to grant the possibility for customers of financial institutions to evaluate the quality of service provided by financial institutions and, in this way, understand where in the ranking of the quality of service provision each institution ranks. In this test, which runs from the 1st to the 31st of this month, carried out by the regulator, the market sees the emergence of a ranking, where, depending on performance in matters related to service provision and complaints management, each bank will be evaluated.

An exercise to evaluate customer complaints about the provision of services by 23 Angolan commercial banks was launched by the National Bank of Angola (BNA) and aims, among others, to evaluate the impact of customer complaints on the banking business, which banks provide the best services and distinguish them from the worst, in addition to awakening the culture of complaints management to operators, announced this Tuesday, 2, the head of the Analysis and Monitoring of the Conduct of Financial Institutions Sector at BNA, José Andrade Moma.

With this test, which runs from the 1st to the 31st of this month, carried out by the regulator, the market sees the emergence of a ranking, where, depending on performance in matters related to service provision and complaints management, each bank will be evaluated.

To conduct this assessment, four fundamental indicators are being used, namely those of the financial institution's performance; level of complaints management and the impact that complaints management areas have on the internal processes of financial institutions; consumer and supervisor perception regarding the service provision of financial institutions and, finally, compliance with Notice 12.

The results of this assessment should be released in January next year, through a ranking prepared by the central bank, in a public session.

According to that BNA official, the National Bank of Angola intends, with this ranking, to improve the quality of service provided by banking financial institutions to consumers of products and services, as well as encourage the implementation of best practices in complaints management.

For José Moma, the BNA also intends to grant the possibility for customers of financial institutions to evaluate the quality of service provided by financial institutions and, in this way, understand where in the ranking of the quality of service provision each institution ranks. finds.