Prudential Bank Shines in West Africa CX Rankings
Prudential Bank Limited (PBL), a leading indigenous bank, has been ranked among the top five in the 2025 KPMG West Africa Banking Industry Customer Experience (CX) Survey, retail division, reaffirming its position as a front-runner in delivering exceptional customer experiences in retail banking.
Acting Managing Director Ebow Quayson described the recognition as a testament to the Bank’s commitment to placing customers at the heart of its operations, reflecting the team’s tireless efforts to provide exceptional experiences, their dedication to innovation that exceeds customer expectations, and the motivation such awards provide to continue pushing boundaries.
All solutions we offer are designed to create value, never destroy it. Our Contact Center, staffed with trained professionals, provides round-the-clock support across all products and services. At Prudential Bank, customer experience is a key differentiator and we will continue to invest in initiatives that enhance our clients’ experience, Mr. Quayson said.
This achievement follows a 3rd place finish in 2023 and a 1st place ranking in Small and Medium Enterprises (SME) Banking in 2024 in the same survey, highlighting Prudential Bank’s consistent excellence in customer experience.
Charles Ofori, Head of Personal Banking, dedicated the award to the Bank’s customers, expressing gratitude for their trust and emphasizing that the recognition is for them, while affirming the Bank’s commitment to continuing to deliver innovative solutions.
Kojo Nteh, Head of Distribution & Channels, emphasized the Bank’s focus on providing convenient banking channels, noting that customers have a variety of options including cards, POS terminals, the mobile app, USSD codes, bulk payments, internet banking and web acquiring.
Prudential Bank has consistently received accolades in customer experience, and this latest recognition underscores its dedication to excellence. To strengthen its CX agenda, the Bank recently made two strategic appointments to further enhance client engagement and keep customer experience at the forefront.
The KPMG West Africa Banking Industry Customer Experience Survey evaluates financial institutions in Nigeria and Ghana on their customer experience strategies, processes, and outcomes. The 2025 survey noted significant improvements in customer satisfaction across the Ghanaian banking sector, with both retail and corporate banking recording strong performances. Retail banking, in particular, benefited from more reliable and improved digital services.
