Although the small and medium-sized enterprises (SMEs) in the country are under intense pressure from tight credit conditions, rising operating costs, and slow banking processes, some banks are distinguishing themselves, creating opportunities for these businesses.
The latest 2025 West Africa Banking Industry Customer Experience (CX) Survey conducted by KPMG reveals that at least five banks are truly showing up for Ghana’s SME sector.
Despite these banks distinguishing themselves, across the industry, persistent dissatisfaction with access to credit, slow turnaround times, long branch queues, and delayed transaction processing continue to frustrate business owners.
These weaknesses, the survey findings noted, dragged down performance in the crucial Time and Effort pillar, which declined by three percentage points year-on-year. The findings further added that for many SMEs, speed is no longer a “nice to have”; it is a deciding factor in whether they stay with or leave a bank.
The report stated that, “In the SME segment, persistent dissatisfaction with access to credit continued to weigh on overall performance. Pressure was most evident in the Time and Effort pillar, which declined by three percentage points year on year. SMEs consistently cited slow request handling, prolonged branch queues, and delayed transaction processing as key pain points across the industry. Poor turnaround time also emerged as the second most frequently mentioned reason SMEs consider switching banks, underscoring that speed and responsiveness are no longer mere hygiene factors but critical drivers of loyalty.”
However, amid these systemic challenges, five banks have emerged as relative bright spots, posting the strongest customer experience scores in SME banking.
Access Bank – CX Score: 82.6
According to the report, Access Bank climbed three places to claim the top spot, distinguishing itself through stronger relationship management and practical support for SME operations.
Beyond professionalism at the branch level, SMEs point to tangible interventions such as advisory services, improved credit support, and growing strength in POS enablement, which is increasingly critical for retail-facing businesses.
These improvements, the SMEs admit, translate directly into smoother daily operations. As one consumer goods manager noted, the bank’s deployment of POS systems expanded payment options and improved customer service, a real-world impact that goes beyond policy statements.
Absa – CX Score: 82.5
Close behind Access Bank is Absa, which secured second place with a solid CX performance. While the survey highlights industry-wide challenges, Absa’s consistency suggests it has managed to cushion SMEs against some of the friction points that dominate the sector, particularly around service delivery and engagement.
Its position reflects sustained trust among SME clients navigating a difficult business environment.
CalBank – CX Score: 82.3
CalBank retained third place, reinforcing its reputation as a stable SME banking partner. Its performance suggests reliability in core banking services at a time when SMEs are increasingly sensitive to delays and inefficiencies.
For businesses that prioritise continuity and dependable service, CalBank remains a competitive option in the SME space.
Stanbic Bank – CX Score: 81.6
Stanbic Bank recorded one of the strongest upward movements, rising six places to fourth position. This leap was driven by enhanced credit support and more proactive staff engagement.
Notably, its Enterprise Online platform allows SMEs to access data-driven insights and monitor transactions more effectively. This is gradually becoming a growing necessity for businesses seeking tighter control over cash flows.
Complementing this digital push are SME Clinics, delivered with ecosystem partners, which focus on capacity building and helping businesses extract more value from banking relationships.
Standard Chartered Bank – CX Score: 81.4
Rounding out the top five is Standard Chartered Bank. While narrowly behind its peers on CX score, its inclusion reflects steady performance in SME banking, particularly for businesses that value structured processes and international banking standards.
The Bottomline
According to the KPMG survey, issues such as turnaround time have become a loyalty driver. Poor responsiveness is now the second most common reason SMEs consider switching banks.
This means that for the excelling banks and the others striving to make the cut, improving SME banking will require more than incremental tweaks. It demands simplified workflows, faster digital migration, and end-to-end automation, especially in credit and service processes.
“Closing this gap will require banks to simplify operational workflows, accelerate digital migration, and deploy end to-end automation across credit and service processes,” the KPMG survey noted.
The rankings offer a practical signal of which banks are making credible efforts to understand their realities.
