Ghana’s banking service quality remains strong despite slight dip in customer satisfaction – report

The overall Net Promoter Score (NPS), which measures customers' willingness to recommend their bank to others, rose from 46 percent in 2024 to 52 percent in 2025, indicating improving customer advocacy across the industry.

Satisfaction slips despite quality service Overall customer satisfaction among retail banking customers declined slightly from 93 percent in 2024 to 92 percent in 2025, suggesting that high service quality alone may no longer be sufficient to meet rising customer expectations.

Fidelity Bank posted the highest business banking NPS at 88 percent, followed by First Atlantic Bank at 85 percent, CAL Bank at 80 percent, Consolidated Bank Ghana and Zenith Bank, both at 77 percent, while Prudential Bank recorded 77 percent.