Ghana’s banking landscape is undergoing a quiet but profound transformation, as customers steadily move away from traditional cash channels in favour of mobile-first financial services.
New findings from the 2025 KPMG West Africa Banking Industry Customer Experience Survey show that ATM usage fell sharply to 16 percent in 2025, down from 34 percent in 2024, underscoring a decisive shift in how Ghanaians access and move money.
At the same time, mobile money usage surged to 80 percent in 2025, the highest level recorded since 2022 and a seven-percentage-point increase from the previous year. The data confirms what banks, telcos and fintechs have observed for some time: convenience, speed and reliability now matter more to customers than physical access to cash.
Despite this shift, bank-owned digital platforms face growing pressure. Mobile banking apps remain the second most-used channel, with 44 percent of respondents reporting weekly usage, down from 50 percent in 2024, marking the second consecutive annual decline.
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 notes that ATMs, once a symbol of banking strength and geographic reach, are rapidly losing relevance as digital alternatives mature. However, they have not disappeared entirely. ATMs remain important for occasional cash needs and still rank among the top three monthly channels for Millennial customers.
Overall, the digital trends emerging from the survey point to a clear and urgent reality: customers are no longer impressed by the number of channels available; they are rewarding the few that work best. Convenience, reliability, security and transparency now define digital excellence.
For banks and payment service providers, the challenge is no longer digital adoption, but digital relevance.
As Ghana’s economy stabilises and digital usage deepens, the message from customers is unmistakable: banking must be fast, frictionless and mobile.
No comment yet, add your voice below!