What African Businesses Can Learn from the Highest Performing GCSI Organisations.
Eight years of GCSI data reveals a consistent pattern among organisations thatoutperform their sectors. Here
Founder, ICSP · Creator, GCSI · Board Chair, WAACSP
Harvard Business School Executive Education Alumna
Consultant. Trainer. Keynote Speaker. Researcher. Founder of ICSP and Creator of the Ghana Customer Service Index, the only national benchmark of its kind on the continent.
I am a Customer Service Professional (CSP), the Founder of the Institute of Customer Service Professionals (ICSP), and the creator of the Ghana Customer Service Index, the only independent, annual national benchmark of customer satisfaction in Ghana, now in its 8th year.
Years of Customer Service Expertise
Countries Served Across Africa
GCSI Survey Respondents
Individuals & Businesses Trained
My work sits at the intersection of data, human behaviour and business transformation. With over 15 years of experience spanning UK banking, corporate training, and pan-African consulting, I bring a uniquely rigorous, globally informed perspective to every engagement.
“Customer service is not a department. It is the entire business seen through the eyes of the customer.” — Yvonne Ohui MacCarthy
CX Consulting - I evaluate your organisation's customer service performance at every level — from frontline delivery to leadership culture and provide tailor-made, actionable solutions that create measurable change
Corporate Training - Transformative, certified training programmes designed for frontline teams, middle management and executives. Delivered in-person across West Africa and virtually to global audiences.
Keynote Speaking - From Accra to Eswatini and beyond, I bring data, passion and practical insight to every stage. My talks shift mindsets and drive institutional commitment to service excellence.
Africa’s Only National Customer Service Benchmark.
Since 2018, the GCSI has measured customer satisfaction across 11 sectors in Ghana from
banking and telecommunications to healthcare and public institutions. The 2025 Index surveyed
over 5,000 respondents across Accra, Kumasi and beyond, delivering 116 pages of verified,
actionable data.
For organisations: use GCSI data to benchmark your performance, identify gaps and make
evidence-based decisions.
For policymakers: the GCSI is the authoritative source on the state of customer service in Ghana.
“When it comes to customer service there is only one name in mind: ICSP. They make customer service very intriguing. They have enabled me, coached me and aroused the confidence in me to
serve.”
“The training has equipped me with very good and effective communication skills and made me
know what is expected of me as a service champion. It has enlightened me more about customer service and how to relate with each customer taking into account the behavioural skills and type of customers that walk into our respective branches every day.”
“My first customer service training with Yvonne for my company was in 2015 and we all thought it was very informative. In 2020 we did a weekend training session again and I must say that
immediately there was a very noticeable change in how we all related to our patients and clients. One thing I like about Yvonne’s training is how she brings out the little nuances that we take for
granted but are critical.”
Let’s start with a conversation. I’ll evaluate where you are and show you exactly where to go.
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I am a Customer Service Professional (CSP), the Founder of the Institute of Customer Service Professionals (ICSP), and the creator of the Ghana Customer Service Index, the only independent, annual national benchmark of customer satisfaction in Ghana, now in its 8th year.
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