Ghana’s financial services sector is experiencing a major shift as customers increasingly abandon cash-based banking in favour of mobile-led solutions. Results from the 2025 KPMG West Africa Banking Industry Customer Experience Survey indicate a steep drop in ATM use, which declined to 16 per cent in 2025 from 34 per cent a year earlier. The figures point to a significant change in the way Ghanaians transact and manage their finances.

In contrast, mobile money continues to gain ground. Usage climbed to 80 per cent in 2025, the highest level since 2022 and seven points higher than in 2024. The findings reinforce a growing preference for platforms that offer speed, convenience and dependable service over physical cash access.

While digital payments are expanding, bank-owned platforms are facing increased competition. Mobile banking applications remain the second most popular channel, with 44 per cent of customers using them weekly, down from 50 per cent the previous year. This marks a second straight annual decline, raising concerns for banks that view apps as their main digital engagement tool. Notably, even as usage slipped, customer satisfaction improved, with ratings for user-friendliness and system uptime rising to 81.4 and 80.7 per cent respectively.

USSD services continue to serve as an essential alternative, especially for simple transactions such as checking balances, buying airtime and transferring funds. About 26 per cent of respondents rely on USSD every week, reflecting the continued importance of accessible, low-data options in Ghana’s financial system.

KPMG observed that automated teller machines, once central to banking reach and visibility, are steadily fading in importance as digital channels become more sophisticated. Still, ATMs have not vanished entirely and remain useful for occasional cash withdrawals, particularly among Millennial customers, where they still rank among the top monthly channels.

Overall, the survey highlights a clear message from customers: success in digital banking is no longer about offering many options, but about delivering a few that perform exceptionally well. Reliability, simplicity, security and clarity now shape customer loyalty.

For banks and payment providers, the focus has shifted from encouraging digital uptake to staying relevant in a fast-evolving landscape. As Ghana’s economy gains stability and digital habits deepen, customers are signalling a clear expectation—financial services must be seamless, secure and mobile-first.