Review Your Bank | Bank Quality

The Most Recommended Retail Banks in Africa

The Most Recommended Retail Banks in Africa are ranked based on a survey of 4,000 bank customers from Ghana, Kenya, Nigeria, and South Africa. The ranking is determined using a BankQuality Score (BQS), which is derived from a net promoter assessment of each bank. Standard Chartered Bank Kenya ranked as the Most Recommended Retail Bank in Africa, achieving a BQS of 101.49.

The top five banks also include Capitec Bank (South Africa), CalBank (Ghana), Ecobank (Ghana), and Guaranty Trust Bank (Nigeria). Ghana stands out with two banks in the top five and four banks in the top 10. Nigeria has three banks in the top 10, while South Africa has two.

BankQuality, developed by The Asian Banker, is a consumer rating and survey platform where users can rate and share their experiences with banks. The platform aims to improve transparency, benchmark customer service performance, and encourage banks to enhance their services.

The survey, conducted online between 1 April 2020 and 30 April 2020, included 1,000 respondents each from Ghana, Kenya, Nigeria, and South Africa. The respondents were aged between 18 and 65 and held at least one bank account. The BQS is derived from the normalised Net Promoter Score (NPS) of "Main Bank" institutions, which is standardised with a mean of 100 to allow cross-market comparison. Banks with fewer than 30 "Main Bank" responses were excluded from the final ranking.

Back To All Global Rankings

Rank (2020)	Bank	Country	BQS (2020)
1	Standard Chartered Bank Kenya	Kenya Kenya 01	101.49
2	Capitec Bank	South Africa South Africa 02	101.33
3	CalBank	Ghana Ghana 03	100.25
4	Ecobank Ghana	Ghana Ghana 04	100.07
5	Guaranty Trust Bank	Nigeria Nigeria 05	100.90
6	Fidelity Bank Ghana	Ghana Ghana 06	100.87
7	Zenith Bank	Nigeria Nigeria 07	100.68
8	Standard Chartered Bank	Ghana Ghana 08	100.64
9	First National Bank	South Africa South Africa 09	100.40
10	First City Monument Bank	Nigeria Nigeria 10	100.30
11	Nedbank	South Africa South Africa 11	100.28
12	Barclays Bank of Kenya	Kenya Kenya 12	100.26
13	Zenith Bank	Ghana Ghana 13	100.20
14	Absa Bank Ghana	Ghana Ghana 14	100.18
15	First Bank Nigeria	Nigeria Nigeria 15	100.12
16	FirstRand Bank	South Africa South Africa 16	100.12
17	KCB	Kenya Kenya 17	100.02
18	United Bank For Africa	Nigeria Nigeria 18	99.89
19	Stanbic Bank Ghana	Ghana Ghana 19	99.83
20	Access Bank	Ghana Ghana 20	99.82
21	The Standard Bank of South Africa	South Africa South Africa 21	99.54
22	Guaranty Trust Bank	Ghana Ghana 21	99.52
23	Equity Bank Kenya	Kenya Kenya 21	99.37
23	Co-operative Bank of Kenya	kenya kenya 21	98.86
25	Agricultural Development Bank	Ghana Ghana 21	98.47
26	ABSA Bank	South Africa South Africa 21	98.34
27	Ghana Commercial Bank	Ghana Ghana 21	98.15
28	Access Bank	Nigeria Nigeria 21	98.10