Standard Chartered Bank has once again claimed the top spot in Ghana’s Retail Banking Customer Excellence Survey

Standard Chartered Bank has once again secured its spot as the top bank for customer service in Ghana, leading the retail segment for the second year in a row, according to the 2025 KPMG West Africa Banking Industry Customer Experience (CX) Survey.

The report, assessing financial institutions in Nigeria and Ghana, comes as the regional banking industry shifts from simply ensuring digital reliability to competing in a market driven by artificial intelligence and personalized engagement.

In a market where digital access has become a basic expectation, Standard Chartered stood out for its strong performance in mobile app stability and secure transactions.

The bank achieved a CX Score of 82.9 in the retail category, leading a competitive field that includes other lending heavyweights.

Notably, Standard Chartered’s performance was demonstrated by appearing in the top five performers across nearly all of the ten most important experience measures for retail customers in Ghana.

This was mirrored in its high ratings across the customer journey, specifically in transacting, account maintenance, and onboarding, where it was recognised for its digital-only options and processing speed.

Responding to the findings, Yvonne Gyebi, Head of Wealth & Retail Banking at Standard Chartered, expressed appreciation to key stakeholders and stated that the institution’s focus on client-centricity following these back-to-back wins.

“ Thank you to our clients, stakeholders and staff. 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 client’s expectations,” she said.

The survey highlights a decisive shift in consumer behavior across West Africa. For the first time in three years, ATM services have declined in priority in Ghana, replaced by an urgent demand for digital resilience.

Mobile banking usage has surged to 69 percent weekly usage, with younger customers, particularly Gen Z, driving this shift as they increasingly rely on mobile apps as their primary financial interface.

This ‘digital-first’ reality means that technical uptime has transitioned from a back-end concern to a core driver of customer experience.

Furthermore, as macroeconomic indicators show early signs of stabilisation, trust is being earned more deliberately through transparency and value. In Nigeria, integrity remains the highest-rated pillar, while in Ghana, empathy leads as customers seek proactive service to navigate conservative financial environments.

Banks are now tasked with moving beyond ‘hygiene factors’, such as basic security, toward ‘orchestrated’  experiences where services adapt to the customer’s actual behavior.

As banks are expected to increase lending in the coming years, the report indicates that the next wave of competition will favor those that blend strong digital performance with insight-driven, proactive experiences. Standard Chartered’s knack for delivering dependable service where it matters most has helped it hold on to its top spot in Ghana’s market.

“As a bank, we remain committed to improving and delivering world-class experiences that make banking simple, seamless, and enjoyable,” Mrs. Gyebi said.