Nigeria leads Ghana in mobile banking App users – KPMG survey

According to the 2023 West Africa Banking Industry Customer Experience Survey by KPMG, the payment system in Africa is advancing, with Nigeria leading the mobile banking app chart at 70%and Ghana following closely at 53%.

The research by KPMG explores value-seeking behaviors across customer segments and highlights the unique characteristics of each market. In Nigeria, 70% of customers use their mobile banking app at least once a week, while 63% visit agency banking locations for their transactions.

In Ghana, 53% of customers use their mobile banking app weekly, along with 66% using mobile money. The Nigerian banking industry saw marginal increases in customer experience ratings, with retail banking experiences showing the highest improvement in five years.

On the other hand, Ghana witnessed a four-percentage-point improvement in overall customer experience performance in the retail segment. The digital trends in West Africa reveal a significant surge in mobile connectivity, exceeding 100% in both Ghana and Nigeria, greatly impacting the payments sector. This evolving digital landscape is transforming the financial ecosystems of these countries.