Ghana’s Customer Service Takes a Hit with D+ Rating in 2026 Index
Ghana’s reputation for warmth and hospitality suffered a serious blow as the nation’s customer service performance plunged to a D+ in the 2026 Ghana Customer Service Index (GCSI), unveiled at the British Council in Accra on Thursday, January 29. The event, hosted by Class News’ Prince Benjamin, marked the 8th edition of the annual assessment, which is spearheaded by the Institute of Customer Service Professionals (ICSP) under the leadership of renowned service expert, Yvonne Ohui MacCarthy. The latest index underscores a dramatic decline from previous years: Ghana had earned a C- in 2021, a C+ in 2022, and then climbed to B grades in 2023 and 2024, before slipping to a D+ (59%) in 2025. This year’s results, therefore, reflect mounting challenges for a country celebrated for its friendly citizens. According to McCarthy, most of the 5,308 survey respondents in 2026 were non-Ghanaians—a sign, she said, of the vital need to protect Ghana’s image through quality service and customer care. She emphasized that as customers’ income rises, so do their expectations for professionalism and trust, which she described as the ultimate measure of service. The Ghana Customer Service Index, an innovative feedback mechanism, gathers input via in-person interviews and its online platform. It reviews customer satisfaction across 11 sectors, which in 2026 were ranked as follows: Insurance, Banking, Utilities, Retail, Petroleum, Hospitality, Healthcare, Transportation, Public Institutions, E-Commerce, and Telecommunications. Data analyst and GIMPA lecturer Emmanuel Djaba, who also serves as lead consultant at Apercu Consulting, detailed the rigorous methodology behind the index. The GCSI employs a cause-and-effect model, measuring factors such as trust, competence, professionalism, ease of doing business, and customer-focused innovation, all feeding into the central customer satisfaction score and, ultimately, customer loyalty. The night concluded with an awards ceremony recognizing sector leaders for outstanding service. Honourees included Activa International, Stanbic Bank, Ghana Water Ltd, Melcom, TOTALEnergies, Aqua Safari, Family Health Hospital, Bolt, Ghana Revenue Authority (GRA), Hubtel, and MTN. Source: Apexnewsgh.com
Banks Woo Borrowers as Bank of Ghana’s Policy Eases Lending Conditions
At the 128th Monetary Policy Committee (MPC) press briefing, Governor of the Bank of Ghana, Dr. Johnson Asiama, announced a development that is already being felt by businesses and individuals alike: commercial banks are now actively reaching out to offer loans, often at substantially lower interest rates. “Banks are beginning to call clients if they need loans,” Dr. Asiama shared, recounting a recent conversation where a customer was offered a loan at just 15 percent interest. For many, it’s an unexpected but welcome change, one that signals the banking sector’s renewed confidence and improving liquidity conditions. This lending enthusiasm comes on the heels of the Bank of Ghana’s latest move to cut the Monetary Policy Rate (MPR) by 250 basis points, from 18 percent to 15.5 percent. The decision, following the MPC’s 128th meeting in Accra, marks the central bank’s first policy action for 2026 and continues a trend set by a major rate reduction in November 2025. According to Dr. Asiama, the shift in lending dynamics is a direct result of stronger balance sheets and improved liquidity among banks. The monetary easing, prompted by easing inflation and better macroeconomic conditions, is designed to support economic growth while maintaining price stability. “GDP growth is expected to remain strong in 2026, with the output gap narrowing,” the Governor explained. He acknowledged that moderate demand-side pressures could emerge, but assured that monetary conditions remain tight enough to keep inflation in check. Dr. Asiama emphasized that sustaining Ghana’s economic progress will require disciplined fiscal management, effective policy coordination, and targeted measures to contain food inflation, while staying alert to global risks. With banks now competing for borrowers and credit becoming more accessible, there is growing optimism that the private sector will pick up pace, spurring renewed investment, higher consumption, and robust economic growth in the months ahead. Source: Apexnewsgh.com
UK seeks ‘sophisticated’ partnership with China on growth, security
British Prime Minister Keir Starmer, on Thursday, January 29, signalled a shift in UK–China relations, expressing his desire to build what he described as a “sophisticated relationship” with Beijing to support economic growth and strengthen global security. The comments came during the most significant day of Starmer’s four-day visit to China, the first by a British prime minister in eight years, marked by an 80-minute summit with Chinese President Xi Jinping at the Great Hall of the People, followed by a working lunch. Starmer is also scheduled to meet Premier Li Qiang. Starmer, whose centre-left Labour government has faced pressure to deliver on its economic growth agenda, has prioritised improving ties with the world’s second-largest economy, despite persistent concerns over espionage and human rights. “China is a vital player on the global stage, and it’s vital that we build a more sophisticated relationship where we can identify opportunities to collaborate, but of course also allow a meaningful dialogue on areas where we disagree,” Starmer told President Xi at the start of their meeting. President Xi said relations between the two countries had experienced “twists and turns” that served neither side’s interests, adding that China was ready to pursue a long-term strategic partnership with Britain. “We can deliver a result that can withstand the test of history,” Xi said, flanked by senior Chinese officials. Starmer’s engagement with Beijing comes amid renewed diplomatic activity between China and Western nations, as governments seek to hedge against uncertainty in relations with the United States under President Donald Trump. Trump’s intermittent threats of trade tariffs and remarks about asserting control over Greenland, an autonomous territory of Denmark, have unsettled long-standing allies, including Britain. The UK prime minister’s visit follows closely after Canadian Prime Minister Mark Carney’s trip to China, during which Ottawa signed an economic agreement aimed at reducing trade barriers, an outcome that drew criticism from Washington. Kerry Brown, a professor of Chinese studies at King’s College London, said several agreements between Britain and China were expected to be announced as a signal of improving relations. Starmer is accompanied by more than 50 business leaders, underlining his push for tangible economic gains from the visit. Source: Reuters
Bank of Ghana Secures Government Backing for Recapitalisation After Debt Programme Strain
In the aftermath of the Domestic Debt Exchange Programme (DDEP), the Bank of Ghana (BoG) found itself grappling with significant balance sheet losses, a blow that raised urgent questions about its financial stability and future independence. For months, the debate about how best to restore the Central Bank’s capital raged on, with Finance Minister Dr. Cassiel Ato Forson previously ruling out the use of taxpayer funds and instead championing internal restructuring as the path forward. However, a shift in tone emerged at the 128th Monetary Policy Committee (MPC) press briefing, where Governor Dr. Johnson Asiama offered fresh insight into ongoing efforts to recapitalise the BoG. Addressing journalists, Dr. Asiama revealed that discussions with the government had been constructive and expressed confidence that state support would help repair the Bank’s battered balance sheet. “I believe in the commitment of government to recapitalise the Central Bank following the hit it took to protect the economy amid the domestic debt restructuring programme,” Dr. Asiama stated, assuring that the collaborative approach was geared towards safeguarding the Bank’s policy credibility and operational independence. The Governor emphasized that restoring the Central Bank’s capital was not just a matter of financial housekeeping; it was essential for ensuring the BoG could continue to deliver on its mandate of price stability, sound supervision, and effective macroeconomic management. “It is only fair that the wounds suffered as a result are addressed,” he noted, highlighting the importance of recapitalisation for maintaining confidence in Ghana’s monetary policy. Dr. Asiama also pointed to broader signs of resilience in the financial sector. By the end of December 2025, 21 out of 23 licensed commercial banks had met capital adequacy requirements, with the final two given until the end of March 2026 to comply. “Overall, we have made significant progress on the recapitalisation strategy, and we are monitoring closely to ensure full compliance,” he concluded, signalling a renewed sense of stability and optimism for Ghana’s financial system. Source: Apexnewsgh.com
President Mahama Urges Bold Economic Reforms for Africa’s Future
President John Dramani Mahama delivered a stirring appeal to African leaders: move swiftly beyond political independence and rhetoric to real, practical economic reforms that will transform lives across the continent. The summit, which also welcomed São Tomé and Príncipe’s President Carlos Manuel Vila Nova, became a stage for President Mahama’s vision of an Africa where governments prioritize the well-being and safety of their people through deliberate development strategies. In a Facebook post reflecting on the summit, President Mahama underscored that democracy and political freedom mean little without concrete efforts to build sustainable livelihoods. “Political freedom without economic transformation remains incomplete,” he reminded his audience, urging governments to embrace reforms that bring tangible benefits to their citizens. Central to his message was the need for industrial growth and job creation—goals that, he acknowledged, require significant capital. President Mahama pointed out that small and medium-sized enterprises (SMEs), the backbone of Africa’s industrial workforce, still face significant barriers due to limited access to long-term, affordable financing. He proposed a solution: African nations should rethink how they mobilize and direct domestic resources. Instead of allowing pension funds, insurance companies, and sovereign wealth funds to sit idle or be invested abroad, President Mahama urged that these vast resources be channeled into productive ventures through mechanisms like industrial bonds, infrastructure funds, and diaspora financing. Such investments, he argued, could unlock the capital needed to fuel industrial expansion, boost intra-African trade, and accelerate economic transformation. With strengthened regional cooperation and innovative financing, President Mahama expressed confidence that Africa could secure inclusive growth and long-term prosperity for all its people. Source: Apexnewsgh.com
CSA Issues Alert Over Sophisticated Banking Malware Spreading via WhatsApp Web
In a recent wake-up call to the public, the Cyber Security Authority (CSA) of Ghana has sounded the alarm for Windows users, warning of a dangerous new threat lurking in the digital shadows. The culprit: a sophisticated banking malware campaign that is making its rounds through WhatsApp Web, putting both individuals and organisations at risk of devastating financial loss. Known as Astaroth, the malware has been identified as a major concern by the CSA. The attackers’ method is deceptively simple yet highly effective—they begin by sending malicious ZIP files to potential victims through WhatsApp messages. Disguised as legitimate documents or shared under seemingly innocent pretexts, these files are designed to lure unsuspecting users into downloading and opening them. The real danger begins after the ZIP file is extracted and executed on a Windows computer. Once inside, Astaroth quietly installs itself, immediately connecting to WhatsApp Web to harvest the victim’s contact list. In a matter of moments, the malware sends similar malicious messages to everyone in the contact list, spreading itself further, all without the user’s knowledge. While the malware operates in the background, it conducts extensive data harvesting, stealing sensitive information such as banking login credentials, one-time passwords (OTPs), browser cookies, and even keystrokes. With this trove of stolen data, cybercriminals can gain unauthorized access to financial accounts, commit fraud, and orchestrate further crimes. The CSA urges anyone who suspects they have been targeted or affected by such attacks to reach out for help. Victims and concerned individuals can report incidents and seek guidance by calling or texting 292, using WhatsApp at 0501603111, or emailing report@csa.gov.ghOpens a new window. The message from the CSA is clear: stay vigilant, be wary of unexpected files received via WhatsApp, and report suspicious activity promptly to help combat this growing cyber threat. Source: Apexnewsgh.com
President Mahama Champions AfCFTA as Catalyst for Africa’s Industrial Transformation
It was a momentous occasion at the 2026 Africa Trade Summit, where President John Dramani Mahama stood before a distinguished audience and painted a bold vision for Africa’s industrial future. At the heart of his address was the African Continental Free Trade Area (AfCFTA), which he hailed as the most ambitious integration project ever undertaken on the continent. With passion, President Mahama described the AfCFTA as a game-changer, uniting over 1.3 billion people into a single market and positioning Africa as a serious player in global manufacturing and investment. He emphasized that, for decades, African economies had remained fragmented, limiting their ability to compete on the world stage. But with the AfCFTA, he explained, countries now had a unique opportunity to build industries capable of serving both regional and international markets. Ghana, he proudly noted, had the honour of hosting the AfCFTA Secretariat and was among the first countries to trade under the agreement’s new preferences. Yet, President Mahama cautioned, the benefits of a continental free trade area would not materialize automatically. He urged African leaders to anchor the AfCFTA within robust development strategies, linking it to industrial policies, infrastructure investment, support for enterprise growth, and trade facilitation reforms. “Without these complementary measures,” he warned, “market integration will remain a theory rather than a driver of prosperity.” He went on to stress that true industrialisation could not thrive within the confines of isolated national markets. Instead, Africa’s future, he argued, depended on building regional value chains—integrating production processes across borders so that, together, African countries could develop strong and competitive industries. President Mahama outlined the vital enablers needed for this transformation: investment in transport corridors, energy and digital infrastructure, and harmonised regulations. These, he said, would lower business costs, boost connectivity, and make seamless intra-African trade a reality. As his speech drew to a close, President Mahama left his audience with a challenge: to move beyond signing agreements and to focus on implementation that would drive industrial growth and shared prosperity. The AfCFTA, he said, was more than a vision—it was Africa’s historic opportunity to reshape its economic destiny. Source: Apexnewsgh.com
GHC 300 Debt Turns Deadly: Man Killed in Fatal Fight in New Nkusukum
A seemingly trivial debt of 300 Ghana cedis (GHC 300) has ended in tragedy, claiming the life of a man in the New Nkusukum area of the Mfantseman Municipality in the Central Region. The victim, identified as Agyeiku, reportedly died following a violent altercation with his friend and fellow labourer, Kwame Pluto. According to eyewitnesses and local accounts, the incident unfolded after the two men, who worked together as informal “hustlers,” returned home from a day’s work. As they prepared to share their earnings, Agyeiku asked Kwame Pluto for his portion. An argument broke out when Kwame Pluto allegedly refused to hand over the money. The disagreement quickly escalated: Agyeiku tried to restrain Kwame Pluto to secure his payment, prompting Kwame Pluto to allegedly draw a sharp object, described as a “size,” and stab Agyeiku multiple times. The brutal attack left Agyeiku severely wounded. He later fainted and was rushed to the Roman Catholic Hospital in Mankessim around 8 PM. Despite efforts by medical personnel, Agyeiku succumbed to his injuries. Alhaji Ali Abubakar Soring, Assembly Member for New Nkusukum, confirmed the incident and expressed profound sorrow over the needless loss of life. He revealed that the suspect, Kwame Pluto, has been remanded in police custody at Cape Coast Ankafu for two weeks pending further investigation. Family members and eyewitnesses recounted that the confrontation began after the pair returned from a funeral in Kumasi, a disagreement that tragically spiraled out of control. The local community has been left shocked by the deadly violence over such a minor debt, with many stressing the urgent need for peaceful conflict resolution in such matters. Police investigations are ongoing to determine the full circumstances and ensure justice is served for Agyeiku. Source: Apexnewsgh.com
Fire Strikes Kumasi Again: Anwona Market Blaze Raises Alarm
Barely a day after the Sofoline Magazine fire disaster, the Kumasi Metropolis was shaken by another major blaze, igniting fresh concerns about fire safety in the city’s bustling commercial centers. On Monday night, around 10:00 pm, flames erupted at Anwona Market near Afful Nkwanta. The fire swept rapidly through the market, destroying several shops and all their contents. The scene was chaotic, with traders and residents looking on in despair as their livelihoods vanished before their eyes. Personnel from the Ghana National Fire Service responded swiftly. Their determined efforts managed to contain the inferno, preventing it from spreading to adjoining structures and nearby properties, a move that likely spared the community from even greater devastation. While the cause of the fire is yet to be officially confirmed, eyewitnesses suggest it may have begun in a section of the market that housed a footwear factory. Thankfully, no casualties have been reported. However, the economic toll is heavy, as traders have suffered significant losses, with valuable goods and equipment reduced to ashes. In the aftermath, investigators from the Fire Service have launched a probe to determine the exact cause of the incident. Meanwhile, city authorities are renewing urgent calls for improved fire safety measures in Kumasi’s markets and commercial hubs, hoping to prevent similar tragedies in the future. Source: Apexnewsgh.com
Registrar of Companies Announces Nationwide Increase in Service Fees Starting February
A new wave of changes is set to sweep through Ghana’s corporate sector as the Office of the Registrar of Companies (ORC) prepares to implement higher service charges nationwide beginning Monday, February 2, 2026. The ORC’s decision to revise its fee structure comes in response to the fees (Miscellaneous Provisions) Regulations, 2025 (L.I. 2512), which mandate all public sector institutions to periodically review and adjust their service costs. The move is designed to ensure that fees remain in line with operational realities and the rising costs associated with delivering public services. According to a statement obtained by Joy Business, the fee adjustment will affect the entire menu of services provided by the Registrar of Companies. From company registrations and business name filings to a host of other corporate procedures, clients across the country will be subject to the new pricing. While the ORC has not yet released the specific figures for the updated charges, officials have assured the public that a comprehensive list will be displayed at all ORC offices and published on the official website well before the revised fees come into effect. Clients and stakeholders are being urged to acquaint themselves with the forthcoming changes and plan their business dealings accordingly to avoid surprises after the commencement date. The ORC’s revision is part of a broader government initiative to standardize and update charges across all public institutions, following the recent Parliamentary approval of the Fees Regulations, 2025. The National Identification Authority, for example, has already announced similar increases to its service fees, citing the need to sustain and improve service quality. With the deadline approaching, Ghana’s business community is bracing for the new fee regime, one that aims to support operational efficiency and enhance service delivery, but will also require careful planning and budgeting by entrepreneurs and corporate clients alike. Source: Apexnewsgh.com