Overall customer satisfaction levels declined sharply in 2025, according to the latest Ghana Customer Service Index, which raises fresh concerns about service delivery across key sectors of the economy.
The report shows that the national customer satisfaction score fell from 72 percent, graded B in 2024, to 59 percent, a D-Plus rating, in 2025.
The index evaluated customer experience across eleven major industries, measuring indicators such as trust, professionalism, competence, ease of doing business, process efficiency and customer-focused innovation.
Despite the general decline, the insurance sector emerged as the best-performing industry, recording a satisfaction score of 71 percent.
It was followed by the banking sector, which scored 61 percent. At the opposite end of the spectrum was the telecommunications sector, which placed last with a 53 percent rating, even though it remains one of the most digitised segments of the Ghanaian economy.
The survey, which analysed feedback from more than 5,000 customers across Accra, Kumasi and other regions, identified trust as the single most important driver of customer satisfaction across all sectors.
Within the banking industry, Stanbic Bank led performance rankings with a satisfaction score of 76 percent, ahead of Ecobank, which scored 64 percent.
In the hospitality sector, Aqua Safari retained its position as the top-performing brand with an 81 percent rating, although this represented a decline compared to the previous year.
Utilities ranked among the top four performing sectors overall, with Ghana Water Limited emerging as the best-rated utility provider.
In the public sector, the Ghana Revenue Authority topped the rankings, followed by the Social Security and National Insurance Trust (SSNIT) and the Food and Drugs Authority.
The Institute behind the index has urged organisations across both the public and private sectors to prioritise service quality and strengthen customer-focused cultures, warning that sustained improvements are necessary to rebuild public confidence and reverse the downward trend in customer satisfaction.
A Business Desk Report