Standard Chartered tops Ghana banking customer experience rankings

Standard Chartered Bank Ghana has once again secured its position as the leading provider of customer service in the country’s retail banking sector, topping the 2025 KPMG West Africa Banking Industry Customer Experience (CX) Survey for the second consecutive year.

The prestigious survey, which assesses banks across Ghana and Nigeria based on feedback from tens of thousands of retail customers, highlights Standard Chartered’s CX Score of 82.9 in the retail category—outpacing a strong field of competitors. The bank ranked in the top five performers across nearly all of the ten most critical experience measures for Ghanaian retail customers, excelling particularly in transacting, account maintenance, and onboarding processes.

Customers praised the institution’s robust mobile app stability, high transactional security, and fast processing through digital-only channels, reinforcing its digital-first approach in an era where reliable online access has become a baseline expectation.

The KPMG report underscores a broader regional shift in consumer preferences. For the first time in three years, ATM services have dropped in priority among Ghanaian customers, supplanted by surging demand for digital resilience. Mobile banking now sees weekly usage reaching 69 percent, driven largely by younger demographics such as Gen Z, who treat mobile apps as their primary banking interface.

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As the West African banking landscape evolves beyond basic digital reliability toward AI-driven personalization and proactive engagement, the survey notes that technical uptime has become a frontline driver of satisfaction. With macroeconomic conditions showing tentative stabilization, trust is increasingly built through transparency, empathy, and value—pillars where Ghanaian customers particularly value proactive, human-centered service.

Yvonne Gyebi, Head of Wealth & Retail Banking at Standard Chartered Ghana, welcomed the recognition and credited the achievement to the bank’s customer-centric philosophy.
“Thank you to our clients, stakeholders, and staff,” she said.

“This recognition reflects our unwavering commitment to putting our customers at the heart of our business. Exceptional service to us at Standard Chartered is a continuous journey of taking feedback and innovating to exceed our clients’ expectations.”
She added: “As a bank, we remain committed to improving and to deliver world-class experiences that make banking simple, seamless, and delightful.”

The findings position Standard Chartered strongly as the sector anticipates increased lending and heightened competition. Experts suggest the next wave of success will belong to institutions that blend superior digital performance with insight-led, adaptive experiences that anticipate customer needs—qualities the bank has consistently demonstrated in maintaining its leadership in Ghana’s retail market.