Prudential Bank Limited (PBL), an indigenous bank, has been recognised among the top five banks in the 2025 KPMG West Africa Banking Industry Customer Experience (CX) Survey (Retail Division), reinforcing its position as a leader in delivering exceptional customer experiences within the retail banking sector.
According to the Acting Managing Director, Mr Ebow Quayson, the achievement reflects the Bank’s unwavering commitment to placing customers at the heart of its operations. Expressing pride in the recognition, Mr Quayson said the accolade was a testament to the dedication and hard work of the entire team.
“This recognition reflects our team’s tireless efforts to deliver exceptional customer experiences. We remain committed to continuous innovation to exceed our customers’ expectations,” he said. “This award motivates us to keep pushing boundaries. The solutions we offer are always value creators, not value destroyers. Our Contact Centre, staffed with well-trained professionals, provides genuine 24-hour support to customers across a wide range of products and services.”
He added that Prudential Bank views customer experience as a key differentiator and will continue to invest in initiatives that enhance service delivery and deepen customer engagement.
The latest recognition builds on the Bank’s consistent performance in the KPMG survey, following a third-place finish in 2023 and a first-place ranking in Small and Medium Enterprises (SME) Banking in 2024. These achievements underscore Prudential Bank’s sustained commitment to excellence in customer experience.
Head of Personal Banking at PBL, Mr Charles Ofori, dedicated the award to the Bank’s customers, expressing gratitude for their trust and loyalty.
“We are grateful to our customers for entrusting us with their banking needs. This award is for them, and we remain committed to delivering innovative solutions that meet their evolving needs. We will continue to listen to our customers and provide solutions that reflect their expectations,” he said.
For his part, the Head of Distribution and Channels, Mr Kojo Nteh, noted that a key focus of the Bank’s customer experience strategy is providing convenient and accessible banking channels to ensure a seamless banking experience. He explained that customers have access to a wide range of options, including debit and credit cards, point-of-sale (POS) terminals, a mobile banking app, USSD short codes, bulk payment solutions, internet banking and web acquiring platforms.
Prudential Bank has established itself as a serial award winner in the customer experience space, and this latest recognition further affirms its consistent efforts to deliver service excellence. As part of its commitment to strengthening customer service, the Bank has implemented significant changes, including the appointment of two key executives to drive client engagement and ensure that customer experience remains central to its operations.
The KPMG West Africa Banking Industry Customer Experience (CX) Survey is an independent assessment that evaluates financial institutions in Ghana and Nigeria based on their customer experience strategies, processes and outcomes. The survey identifies organisations that demonstrate a strong commitment to delivering exceptional customer experiences.
According to the 2025 survey, customer experience in Ghana’s banking sector showed clear signs of improvement, with satisfaction levels rising across most segments. Both retail and corporate banking recorded their strongest performances to date, signalling a stabilisation of service delivery following a prolonged period of economic stress. Retail banking, in particular, reached a new high, driven largely by improved and more reliable digital services.
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