The Main Retail Banks in Africa have been ranked based on a survey of 4,000 bank customers, with each bank’s position determined by its scoThe Main Retail Banks in Africa re as the consumer's main bank from its respective market’s survey population. Equity Bank Kenya leads the region with the highest survey penetration rate, capturing 36% of the sample.
The top five banks in the region also include Capitec Bank (South Africa), Guaranty Trust Bank (Nigeria), FirstRand Bank (South Africa), and KCB (Kenya). Ghana dominates the overall rankings with 11 banks, followed by Nigeria and South Africa with six each, and Kenya with five. In the top 10, Kenya, Ghana, and South Africa each have three banks represented.
BankQuality, developed by The Asian Banker, is a consumer rating and survey platform that allows users to rate and share their experiences with banks. The platform helps bridge the gap between consumers and banks, benchmarks customer service quality, and encourages banks to improve their services.
The survey, conducted online in August 2020, included 1,000 respondents each from Ghana, Kenya, Nigeria, and South Africa. Respondents were aged between 18 and 65 and held at least one bank account. The BankQuality Scores (BQS) are derived from the standardised z-score of the Net Promoter Score (NPS) of "Main Bank" institutions, with a mean set to 100, allowing for comparison across markets. Banks with fewer than 30 "Main Bank" responses were excluded from the final ranking.
| Rank (2020) | Logo | Bank | Country | Main Bank Score (2020) | ||
|---|---|---|---|---|---|---|
| 1 |  |
Equity Bank Kenya |
Kenya
 Kenya 23 |
36% | ||
| 2 |  |
Capitec Bank |
South Africa
 South Africa 10 |
33% | ||
| 3 |  |
Guaranty Trust Bank |
Nigeria
 Nigeria 09 |
31% | ||
| 4 |  |
FirstRand Bank |
South Africa
South Africa 17 |
23% | ||
| 5 |  |
KCB |
Kenya
Kenya 13 |
22% | ||
| 6 |  |
Co-operative Bank of Kenya |
Kenya
Kenya 24 |
21% | ||
| 7 |  |
Access Bank |
Nigeria
Nigeria 27 |
18% | ||
| 8 |  |
Ghana Commercial Bank |
Ghana
 Ghana 21 |
17% | ||
| 9 |  |
ABSA Bank |
South Africa
South Africa 15 |
13% | ||
| 10 |  |
FIRST BANK NIGERIA |
Nigeria
Nigeria 16 |
13% | ||
| 11 |  |
The Standard Bank of South Africa |
South Africa
South Africa 22 |
12% | ||
| 12 |  |
Ecobank Ghana |
Ghana
Ghana 12 |
12% | ||
| 13 |  |
Fidelity Bank Ghana |
Ghana
Ghana 08 |
11% | ||
| 14 |  |
Zenith Bank |
Nigeria
Nigeria 25 |
10% | ||
| 15 | |
Access Bank |
Ghana
Ghana 18 |
10% | ||
| 16 |  |
Nedbank |
South Africa
South Africa 01 |
10% | ||
| 17 |  |
United Bank For Africa |
Nigeria
Nigeria 06 |
9% | ||
| 18 | |
Guaranty Trust Bank |
Ghana
Ghana 26 |
6% | ||
| 19 |  |
CalBank |
Ghana
Ghana 05 |
6% | ||
| 20 |  |
Stanbic Bank Ghana |
Ghana
Ghana 14 |
6% | ||
| 21 | |
Absa Bank Ghana |
Ghana
Ghana 04 |
5% | ||
| 22 |  |
Barclays Bank of Kenya |
Kenya
Kenya 11 |
5% | ||
| 23 | |
Zenith Bank |
Ghana
Ghana 28 |
4% | ||
| 24 |  |
Agricultural Development Bank |
Ghana
Ghana 19 |
4% | ||
| 25 |  |
First National Bank |
South Africa
South Africa 20 |
4% | ||
| 26 |  |
Standard Chartered Bank Kenya |
Kenya
Kenya 02 |
3% | ||
| 27 | |
Standard Chartered Bank |
Ghana
Ghana 03 |
3% | ||
| 28 |  |
First City Monument Bank |
Nigeria
Nigeria 07 |
3% |