Standard Chartered Bank has been ranked as the top performer in Ghana’s retail banking sector, according to the 2024 KPMG West Africa Banking Industry Customer Experience Survey.
The bank led the rankings with an impressive Customer Experience (CX) score of 81.4, followed closely by Stanbic Bank at 80.0. Zenith Bank, CalBank, and Fidelity Bank also performed strongly, securing the third, fourth, and fifth spots, respectively.
The survey, which evaluated banks on service quality, digital banking efficiency, and customer satisfaction, highlights a clear trend among Ghanaian consumers prioritizing security, seamless digital services, and competitive loan offerings.
In addition to retail banking, the survey revealed strong performances in other sectors. Prudential Bank topped the SME banking category with a CX score of 88.0, while Stanbic Bank led corporate banking with a score of 80.2.
The findings underscore a growing shift towards digital banking, with customers demanding quicker transactions, enhanced security, and better access to loans.
While many banks have stepped up their digital platforms, the survey stresses that personalized service and reliability continue to be key factors for consumer satisfaction.
For SMEs and corporate clients, the survey also pointed out that fast loan processing and favourable interest rates are crucial, though delays in loan approvals remain a significant hurdle for businesses.
