One of the most competitive sectors in Ghana’s economy is the banking industry, where over 20 licensed players are competing for deposits, payments, and customer loyalty.
Amid this intense competition, five of them are distinguishing themselves and are managing to stand out where it matters most, which is the area of customer experience.
The 2025 West Africa Banking Industry Customer Experience Survey conducted by KPMG shows that Ghana’s retail banking market is entering a more mature and demanding phase, where leadership is no longer about having digital tools but about delivering them reliably, consistently, and with ease.
Retail banking, which covers services such as savings and current accounts, mobile and internet banking, transfers, cards, and customer support for individuals, has become the frontline of competition.
In its survey, which interacted with some customers, five banks emerged at the top based on the experiences of their customers. Let’s take a look and why.
Standard Chartered Bank Takes Topmost Spot
At the top of the rankings is Standard Chartered Bank, which retained its number one position with a CX score of 82.9. The bank continues to set the pace in Ghana’s retail banking space, with customers consistently pointing to strong mobile app uptime and secure transactions as standout strengths.
Its sustained digital-first strategy is paying off, as the bank ranked among the top five performers in nearly all of the ten most important experience measures. This signals an ability not just to innovate, but to deliver reliably at the moments customers care about most.
Zenith Bank Takes Second Spot
Zenith Bank emerged as the second-best performing retail bank, recording a notable four-percentage-point improvement year-on-year with a CX score of 82.2. The survey attributes Zenith’s rise to stronger personalisation and significantly faster response times.
In a crowded market, these incremental gains in speed and relevance are proving decisive, helping the bank close the gap with long-established leaders.
Stanbic Bank Follows
Taking third place is Stanbic Bank, which continues to post solid and consistent results. It recorded a CX score of 81.8.
While the survey shows experience scores across top banks are converging, Stanbic’s steady performance reflects disciplined execution across key retail touchpoints, reinforcing its position as a dependable choice for customers.
Prudential Bank Takes Fourth Spot
Prudential Bank ranks fourth, with a CX score of 80.4, standing out in a sector dominated by larger players.
Its inclusion in the top five highlights how focused improvements in customer experience can allow mid-tier banks to compete effectively against bigger balance sheets.
ABSA Finishes Fifth
Completing the top five is Absa Bank, which KPMG describes as recording one of the strongest comebacks in the rankings. Absa climbed eight places to fifth in 2025. According to the survey, this resurgence was driven by improved mobile app availability and a smoother overall digital experience.
Customers praised the convenience and efficiency of Absa’s digital channels, with one student noting that transactions on the mobile app are “very smooth and save a lot of time.” The feedback underscores how reliability and ease of use can rapidly restore customer confidence.
The Bottomline
Overall, the survey suggests that as digital capabilities become more widespread across Ghana’s banking sector, differentiation is shifting. Leadership in retail banking is now defined less by who has an app and more by who delivers consistently across reliability, responsiveness, and simplicity.
In a market of over 20 banks, these five institutions are pulling ahead by getting the basics right for the everyday customer.
