Standard Chartered Bank has emerged as the leader in Ghana’s retail banking sector, according to the 2024 KPMG West Africa Banking Industry Customer Experience Survey. The bank achieved a Customer Experience (CX) score of 81.4, ahead of Stanbic Bank, which scored 80.0. Zenith Bank, CalBank, and Fidelity Bank rounded out the top five with scores of 78.7, 78.5, and 78.2, respectively.
The survey assessed banks across various metrics, including service quality, digital banking efficiency, and overall customer satisfaction. It found that Ghanaians are increasingly focused on security, user-friendly digital banking experiences, and competitive loan services when choosing their banking providers.
In the SME banking category, Prudential Bank led with a CX score of 88.0, followed by GTBank at 85.1, and CalBank at 84.6. In corporate banking, Stanbic Bank topped the rankings with a CX score of 80.2, closely followed by Zenith Bank at 80.0.
The survey highlights a growing shift towards digital banking, with customers seeking faster transactions, secure services, and better loan access. While banks have enhanced their mobile banking platforms, the report notes that reliable service and personalization remain crucial differentiators.
For SME and corporate clients, loan processing speed and favorable interest rates are top priorities, although delays in loan approvals continue to be a major concern.
Source:TheDotNews