Prudential Bank Limited (PBL), an indigenous bank, has been recognised among the top five in the 2025 KPMG West Africa Banking Industry Customer Experience (CX) Survey, retail division, solidifying the bank’s position as a leader in delivering exceptional customer experiences in the retail banking sector.

This remarkable achievement is a testament to the bank’s dedication to putting its customers at the core of their business, according to Acting Managing Director, Ebow Quayson.

Mr Quayson expressed his pride in the achievement, saying, “This recognition is a reflection of our team’s tireless efforts to deliver exceptional customer experiences. We are committed to continuous innovation to exceed our customers’ expectations. This award motivates us to keep pushing the boundaries. All solutions offered are always value creators, not value destroyers,” he said. Our contact centre with well trained staff provides true 24-hour support to customers on various products and services.

At Prudential Bank, we believe that customer experience is a key differentiator, and we are committed to continuing to invest in initiatives that enhance our customers’ experiences,” he added.

This recognition comes at the back of a 3rd place finish in 2023, and a 1st place ranking in Small and Medium Enterprises (SME) Banking in 2024 in the same survey, a consistent performance underscoring the bank’s dedication to excellence in customer experience.

Head of Personal Banking at PBL, Charles Ofori, dedicated the recognition to the Bank’s customers, saying, “We are grateful to our customers for trusting us with their banking needs. This award is for them, and we promise to continue delivering innovative solutions that meet their evolving needs. We will continue to listen to our customers and deliver solutions that meet their needs, and we appreciate their loyalty and trust in us.”

On his part, Head of Distribution and Channels, Kojo Nteh, said a key focus of the bank’s CX focus is to provide convenient banking channels to customers to make the banking experience seamless. To this effect, a varied number of cards, POS terminals, mobile app, USSD short codes, bulk payments, internet banking & web acquiring channels are on offer. Customers really are spoilt for choice.

Prudential Bank has been a serial winner of awards in the customer experience space, and this latest recognition is a testament to the Bank’s consistent efforts to deliver excellence.

As part of its commitment to customer service values, Prudential Bank has made significant changes to push the CX agenda, including making two key appointments to drive the Bank’s engagement with clients and ensure that customer experience remains at the forefront of its operations.

The KPMG West Africa Banking Industry Customer Experience (CX) Survey is an independent survey that evaluates financial organisations in Nigeria and Ghana based on their customer experience strategies, processes, and outcomes. The assessment is designed to identify organisations that have demonstrated a commitment to delivering exceptional customer experiences.

The 2025 survey identified that Customer experience in Ghana’s banking sector showed clear signs of growth in 2025, with satisfaction improving across most segments. Both retail and corporate banking recorded their strongest performances to date, signalling that banks are beginning to stabilise service delivery after a prolonged period of economic stress.

Retail banking reached a new high, driven largely by improved and more reliable digital services.