Banking sector records lowest customer satisfaction rating in five years - CIMG report

Ghana’s banking sector recorded its lowest customer satisfaction rating in five years in 2025, as challenges in service delivery affected customers’ overall experience.

The 2025 Ghana Customer Satisfaction Index (GH-CSI), released by the Chartered Institute of Marketing, Ghana (CIMG), on July 30, 2026, showed that overall customer satisfaction among consumer banking customers declined to 92%, from 93% in 2024.

The latest rating represents the weakest performance since the index began tracking the banking industry in 2021.

The report also showed a decline in service quality, with the sector’s overall score falling to 88.2% in 2025, continuing a downward trend from the 95% recorded in 2022.

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Bank of Africa recorded the biggest decline in service quality, dropping from 88.1% in 2024 to 75.1% in 2025, while Standard Chartered’s score fell from 91.8% to 79.9%.

However, some banks recorded notable improvements, with OmniBSIC emerging as the top performer in service quality with a score of 94.4%, alongside strong gains by CalBank.

Despite the decline in overall satisfaction and service quality, customer loyalty within the consumer banking segment improved to 76.7% in 2025, the highest level since 2022.

Republic Bank topped the loyalty rankings with 87.9%, followed by Access Bank and Ecobank, as customers continued to show strong attachment to their preferred banking brands.

The report further revealed that the industry’s Net Promoter Score (NPS), which measures customers’ willingness to recommend their banks, increased to 52%, the highest level recorded since the survey began.

OmniBSIC led the NPS rankings with 78%, closely followed by Stanbic Bank at 77.5%. CalBank, however, recorded the sharpest decline, dropping from 44.6% to 26.2%.

The study also highlighted a gap between consumer and business banking experiences.

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Business banking customers reported higher satisfaction levels, with overall satisfaction reaching 94% and service quality scoring 93.5%.

Business banking loyalty also improved to 80.2%, with First Atlantic Bank recording the highest business banking NPS at 85%. UBA, however, recorded the lowest business banking NPS among the banks assessed, with a score of 17%.

The findings were based on fieldwork conducted between November 2025 and January 2026, covering 3,300 consumer banking customers and 2,200 business banking customers across Ghana’s universal banks.

DR/MA