Standard Chartered Bank has been ranked as the best-performing bank in retail banking, while Prudential Bank and Stanbic Bank emerged as leaders in SME and corporate banking, respectively, according to the 2024 KPMG West Africa Banking Industry Customer Experience Survey.
The survey assessed Ghanaian banks based on service quality, digital banking efficiency, and overall customer satisfaction. The findings indicate that customers prioritize security, seamless digital experiences, and competitive loan services when selecting a banking partner.
Retail Banking Rankings
Standard Chartered Bank secured the top spot in retail banking with a Customer Experience (CX) score of 81.4, followed by Stanbic Bank (80.0) and Zenith Bank (78.7). CalBank and Fidelity Bank also made the top five, with scores of 78.5 and 78.2, respectively.
SME Banking Leaders
In the SME banking category, Prudential Bank ranked highest with a CX score of 88.0, followed by GTBank (85.1) and CalBank (84.6). Access Bank and ABSA tied for fourth place with a score of 83.4.
Corporate Banking Performance
Stanbic Bank took the lead in corporate banking with a CX score of 80.2, narrowly edging out Zenith Bank (80.0). Fidelity Bank placed third with 79.7, while Access Bank (78.7) and ABSA (78.0) rounded out the top five.
Key Insights and Trends
The survey highlights a growing shift toward digital banking, with customers demanding faster transactions, secure services, and improved loan accessibility. While banks have enhanced mobile banking platforms, the report notes that personalized services and reliability remain critical differentiators.
For SMEs and corporate clients, loan processing speed and competitive interest rates were top priorities. However, delays in loan approvals remain a major challenge for businesses seeking quick access to credit.
The findings underscore the increasing need for banks to focus on customer-centric innovations, ensuring both individuals and businesses receive tailored financial solutions.
