Absa and Zenith Bank lead Ghana’s first Banking Sentiment Index amid industry challenges

PwC Ghana, in partnership with DataEQ, has introduced the Ghana Banking Sentiment Index, the first of its kind in the country. Analyzing over 62,400 social media posts from April 2023 to March 2024, the report revealed a 10% Net Sentiment score for Ghana's banking sector.

While Ghana outperformed the UK (-26%) and Saudi Arabia (0%), it trailed Kenya (16%) and South Africa (24%).

Absa Bank and Zenith Bank excelled in customer sentiment. Absa was praised for SME-friendly loans and streamlined credit access, while Zenith’s digital innovations like the ZMobile app and AI chatbot ZiVA garnered customer acclaim.

Standard Chartered Bank and GCB Bank led in reputational sentiment through impactful marketing and community engagement.

Operational inefficiencies persist, with common complaints about platform failures, slow service, and lack of transparency. PwC’s Vish Ashiagbor emphasized the need for customer-focused reforms through technology and skilled staff.

Recommendations included improving digital infrastructure, proactive service, and sustainable practices to enhance competitiveness in Ghana’s banking landscape.