Despite the growing trend toward digital banking, nearly half (47%) of banking customers still prefer traditional methods.
This is according to the 2024 PwC Ghana Banking Survey Report.
On the other hand, 53% of customers now favour digital banking, using phones, laptops, and tablets for their transactions.
The survey indicates that bank mobile apps are the most popular digital channels, with 64% of respondents preferring them, far ahead of USSD (16%) and web/Internet banking (16%).
The survey, which focuses on customer banking experiences, also shows that almost two-thirds (64%) of customers believe that short wait times in branches significantly enhance their banking experience.
Additionally, 60% of surveyed customers prefer to spend ten minutes or less in a branch to complete their transactions.
WhatsApp stands out as the preferred social media platform for customer interactions, with 42% of bank customers using it as their main communication channel.
In comparison, 11.2% of customers prefer Facebook, followed by YouTube (8.1%), LinkedIn (7.7%), and Instagram (6.9%).
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