Ghana’s banking sector is undergoing a subtle yet significant shift, as customers increasingly abandon cash-based channels in favour of mobile-first financial services. The 2025 KPMG West Africa Banking Industry Customer Experience Survey reveals that ATM usage dropped sharply to 16 percent in 2025, down from 34 percent the previous year—highlighting a decisive change in how Ghanaians access and move money.
Meanwhile, mobile money adoption surged to 80 percent, its highest level since 2022 and a seven-point increase from 2024. The findings reinforce what banks, telcos, and fintechs have long observed: convenience, speed, and reliability now outweigh the need for physical cash access. Yet, bank-owned digital platforms face mounting challenges. Mobile banking apps remain the second most-used channel, with 44 percent of respondents reporting weekly use. However, this marks a decline from 50 percent in 2024—the second consecutive annual drop.
This trend is particularly concerning, as mobile apps are intended to be the primary digital relationship channel for banks. Interestingly, while usage declined, customer satisfaction improved, with ease of use and system availability rising by two points to 81.4 and 80.7, respectively in 2025.
USSD banking continues to play a critical supporting role, particularly for balance checks, airtime purchases and fund transfers. About 26 percent of respondents use USSD weekly, highlighting the continued relevance of low-data, always-available solutions. While often viewed as a legacy channel, its resilience reflects the importance of inclusivity and reliability in Ghana’s digital ecosystem.
KPMG observes that ATMs—once emblematic of banking strength and nationwide reach—are rapidly losing relevance as digital alternatives gain maturity. Yet, they have not vanished entirely. ATMs remain useful for occasional cash withdrawals and still rank among the top three monthly channels for Millennial customers.
Overall, the survey highlights a pressing reality: customers are no longer impressed by the sheer number of banking channels available; instead, they reward the few that deliver consistently. Convenience, reliability, security, and transparency now define digital excellence. For banks and payment service providers, the challenge has shifted from driving digital adoption to ensuring digital relevance.
As Ghana’s economy stabilizes and digital usage deepens, the message from customers is clear: banking must be fast, frictionless, and mobile.
Source: Emmanuel Oppong
