Standard Chartered Bank has emerged as the top performer in retail banking, while Prudential Bank and Stanbic Bank led the SME and corporate banking segments, respectively for the year ending 2024. This is according to the 2024 KPMG West Africa Banking Industry Customer Experience Survey.
The survey assessed banks based on service quality, digital banking efficiency, and overall customer satisfaction. The findings indicate that Ghanaians are prioritizing security, seamless digital experiences, and competitive loan services when choosing their banking partners.
In the retail banking category, Standard Chartered Bank ranked highest with a Customer Experience (CX) score of 81.4, followed by Stanbic Bank at 80.0. Zenith Bank secured third place with 78.7, while CalBank and Fidelity Bank followed with scores of 78.5 and 78.2, respectively.
For SME banking, Prudential Bank topped the rankings with a CX score of 88.0, followed by GTBank at 85.1. CalBank placed third at 84.6, with Access Bank at 83.4 and ABSA rounding out the top five, also at 83.4.
In corporate banking, Stanbic Bank led with a CX score of 80.2, closely followed by Zenith Bank at 80.0. Fidelity Bank ranked third at 79.7, while Access Bank (78.7) and ABSA (78.0) completed the list of top performers.
The survey highlights a growing shift toward digital banking, with customers expecting faster transactions, secure services, and improved loan accessibility. Many banks have enhanced their mobile banking platforms, but the report suggests that personalization and service reliability remain key 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.
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