For the year ending in 2024, Standard Chartered Bank was the best-performing bank in the retail sector, while Prudential Bank and Stanbic Bank were the best-performing banks in the SME and corporate banking sectors, respectively. The 2024 KPMG West Africa Banking Industry Customer Experience Survey supports this.
The poll evaluated banks on the basis of overall consumer happiness, digital banking efficiency, and service quality. The results show that when selecting their banking partners, Ghanaians place a high value on competitive loan services, easy digital experiences, and security.
Standard Chartered Bank has the highest Customer Experience (CX) score in the retail banking category (81.4), followed by Stanbic Bank (80.0). CalBank and Fidelity Bank came in second and third, respectively, with scores of 78.5 and 78.2, while Zenith Bank came in third with 78.7.
With a CX score of 88.0, Prudential Bank led the SME banking rankings, followed by GTBank (85.1). Third place went to CalBank (84.6), followed by Access Bank (83.4) and ABSA (83.4), who completed the top five.
Stanbic Bank has the highest CX score in corporate banking (80.2), closely followed by Zenith Bank (80.0). Access Bank (78.7) and ABSA (78.0) rounded out the list of top achievers, with Fidelity Bank coming in third at 79.7.
According to the report, there is an increasing trend toward digital banking, with consumers anticipating safer services, quicker transactions, and easier access to loans. Although many banks have improved their mobile banking systems, the survey indicates that service dependability and customisation are still important differentiators.
For SMEs and corporate clients, loan processing speed and favorable interest rates ranked as top priorities. However, delays in loan approvals continue to be a major pain point for businesses seeking quick access to credit.
