Ghana Banking Sentiment Index
2024
Key metrics
29%
Top performer: Absa Bank
7%
Top operational: Zenith & Absa Bank
51%
Top reputational: Standard Chartered Bank
PwC Ghana in collaboration with DataEQ has published the inaugural Ghana Banking Sentiment Index, revealing how 13 of the country’s biggest banks compare in the eyes of consumers.
The Ghana Banking Sentiment Index analysed over 167,000 social media posts from 1 April 2023 to 31 March 2024. These posts covered Absa Bank, Access Bank, CalBank, Ecobank, FBN Bank, Fidelity Bank, First National Bank, GCB Bank, Guaranty Trust Bank, Societe Generale, Stanbic Bank, Standard Chartered Bank and Zenith Bank to evaluate consumer feedback and identify Ghana's top-performing bank in customer sentiment.
Absa and Zenith, were Ghana's most positively spoken about banks, both achieving a Net Sentiment score
18pp (percentage points)
above the industry average
Mobile App was the most-discussed service channel accounting for
32%
of all service channel conversation
Report includes:
- Why are Absa Bank and Zenith Ghana's most loved banks?
- How are banks using campaigns to positively impact Net Sentiment?
- What topics are driving customer complaints and praise?
- What is the biggest driver of risk conversation?
Find out what factors are impacting customer sentiment toward Ghana's leading banks