Despite the rising popularity of digital banking, 47% of banking customers in Ghana still favour traditional banking methods, according to the 2024 PwC Ghana Banking Survey Report.
The report reveals that the remaining 53% of customers now prefer digital banking, leveraging mobile phones, laptops, and tablets for their transactions. Among digital channels, bank mobile apps lead the preference, capturing 64% of respondents, followed by USSD (16%) and web/Internet banking (16%).
The survey highlights customer preferences. It emphasizes that short wait times in branches significantly enhance banking experiences for nearly two-thirds (64%) of respondents. Moreover, 60% of customers prefer spending ten minutes or less in a branch to complete their transactions.
Interestingly, WhatsApp emerges as the top social media platform for customer interactions, with 42% of bank customers using it as their primary communication channel. This is followed by Facebook (11.2%), YouTube (8.1%), LinkedIn (7.7%), and Instagram (6.9%).
The findings underscore the evolving landscape of banking preferences in Ghana, where traditional methods still hold sway alongside the growing embrace of digital banking solutions.
