UBA Ghana has emerged as the country’s top bank for customer satisfaction, recording a 98.70% score in the 2025 Ghana Customer Satisfaction Index, or GH CCSI, published by the Chartered Institute of Marketing, Ghana (CIMG).
The result places UBA Ghana well above the banking industry benchmark of 91.70% and marks a sharp improvement from the 94.40% recorded by the bank in 2024.
UBA also ranked second in consumer banking service quality with a score of 93.40%, behind the leading score of 94.40% but comfortably above the industry average of 88.20%.
UBA scores rise across key measures
The bank’s service quality performance has improved steadily over the past three assessments, rising from 86.30% in 2023 to 88.70% in 2024 before reaching 93.40% in 2025.
The customer satisfaction result was even stronger, placing UBA in the highest category under the index’s grading system. CIMG classifies scores between 91% and 100% as “excellent” and “praiseworthy.”
The survey assesses banking experiences across six areas: tangibles, reliability, responsiveness, assurance, empathy and ease of use.
Those measures cover everything from the condition of banking facilities and accuracy of services to staff professionalism, response times, individual attention and the effort customers must make to complete transactions.
For UBA Ghana Managing Director and Chief Executive Officer Bernard Gyebi, the latest ranking reflects a deliberate push to improve how customers interact with the bank.
“Being ranked the number one bank in customer satisfaction and second in consumer service quality is an important affirmation of the trust our customers have placed in us.” - Mr Gyebi
He pointed to investments in branches, digital platforms, internal processes and customer support channels as part of the bank’s strategy.
Customer loyalty also improves
The bank’s gains were not limited to satisfaction.
UBA’s customer loyalty score increased from 72.90% in 2024 to 81.50% in 2025, moving above the industry score of 75.30%.
Its consumer Net Promoter Score, which measures customers’ willingness to recommend the bank, also climbed from 42.20% to 48.10%.
The combination is significant for banks. High satisfaction may improve perceptions, but stronger loyalty and willingness to recommend can translate into customer retention and deeper relationships involving deposits, payments, loans and other services.
Mr Gyebi said the bank was encouraged by the year on year improvement but would not treat the latest results as a finish line.
“We recognise that customer expectations continue to evolve,” he said. “We will therefore remain focused on making every interaction with UBA simple, reliable, responsive and rewarding.”
Banking competition shifts towards experience
The findings arrive at a time when Ghanaian banks are competing on more than products and interest rates.
Digital banking platforms, transaction reliability, branch experience and customer support have become increasingly important as customers demand faster and more convenient services.
The 2025 GH CCSI represents the fifth wave of CIMG’s consumer banking assessment and the fourth wave covering business banking.
Researchers surveyed 3,300 consumer banking customers, with 150 customers assessed per participating bank across five branches. A further 2,200 business banking customers were surveyed.
Fieldwork was conducted between November 17, 2025 and January 31, 2026.
For UBA Ghana, the figures offer evidence that recent investments in service delivery are being noticed by customers. Maintaining that position, however, may prove harder than achieving it.
Customers now expect a banking relationship that moves smoothly between branches, mobile applications, digital payments and support channels.
“This achievement belongs to our customers and employees,” Mr Gyebi said, thanking customers for their loyalty and feedback while commending staff for their professionalism.
UBA’s 98.70% satisfaction score sets a high benchmark. The next challenge is turning that performance into sustained loyalty, stronger customer relationships and long term growth in an increasingly experience driven banking market.
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