Ghana’s banking sector is quietly but significantly evolving, as more customers move away from cash-based services and embrace mobile-first financial solutions.
According to the 2025 KPMG West Africa Banking Industry Customer Experience Survey, ATM usage dropped sharply to 16 percent in 2025 from 34 percent in 2024, highlighting a major shift in how people access and manage their money.
In contrast, mobile money usage climbed to 80 percent in 2025, the highest level since 2022 and a seven-percentage-point increase over the previous year.
This confirms a trend long observed by banks, telecom operators and fintechs: customers now prioritise convenience, speed and reliability over physical access to cash.
However, bank-owned digital channels are facing increasing pressure. Mobile banking apps remain the second most-used platform, with 44 percent of respondents using them weekly, down from 50 percent in 2024.
This marks the second consecutive year of declining usage, raising concerns given that apps are meant to be banks’ primary digital engagement tools.
Notably, customer satisfaction improved despite the drop in usage, with ratings for ease of use and system availability rising to 81.4 and 80.7, respectively.
USSD banking continues to serve as a vital support channel, especially for balance enquiries, airtime purchases and fund transfers. About 26 percent of respondents use USSD weekly, underscoring the continued importance of low-data, reliable services.
Often seen as a legacy option, its sustained use highlights the need for inclusive and dependable digital solutions.
KPMG also notes that ATMs, once a key indicator of banking reach, are steadily losing relevance as digital options improve.
Still, they remain useful for occasional cash needs and continue to rank among the top three monthly channels for millennial customers.
Overall, the survey points to a clear shift in customer expectations. Users are no longer impressed by the number of available channels; instead, they favour those that work consistently well.
Convenience, reliability, security and transparency now define digital excellence.
For banks and payment service providers, the challenge has moved beyond digital adoption to digital relevance.
As Ghana’s economy stabilises and digital engagement deepens, customers are sending a clear message: banking must be fast, seamless and mobile-first.
