Most Helpful Banks in Africa During Covid-19

The Most Helpful Banks in Africa during COVID-19 are ranked from a survey of 4,000 bank customers in Ghana, Kenya, Nigeria, and South Africa based on a BankQuality Score (BQS) derived from a net promoter assessment of each bank.

Key findings:
  • Nedbank (South Africa) is the Most Helpful Bank in Africa during COVID-19 with a BQS of 101.90
  • Rounding up the top five Most Helpful Banks in Africa are Standard Chartered Bank (Kenya), Standard Chartered Bank (Ghana), Absa Bank (Ghana), and CalBank (Ghana)
  • Twelve out of 28 banks ranked above the average
  • Ghana has four banks in the top 10 Most Helpful Banks in Africa during COVID-19

BankQuality is a premier consumer rating and survey site designed and powered by The Asian Banker, enabling customers and users to rate and comment on their banking experiences. The platform aims to help bridge the gaps between consumers and their main banks, benchmark banks’ customer service quality and performance across region and markets, and motivate banks to provide better services to meet customer needs www.bankquality.com

Methodology

  • The online survey was conducted in August 2020
  • The survey covered a total sample size of 4,000, comprising of 1,000 respondents per market in Ghana, Kenya, Nigeria and South Africa
  • The respondents are between the ages of 18 and 65 years, and have at least one bank account each.

The BankQuality Score (BQS) is derived from the standardised z-score of theNet Promoter Score (NPS) of “Main Bank” institutions, with mean set to 100, so that comparison can be made across markets. The final ranking excludes banks that achieved less than 30 'Main Bank' responses.

Rank (2020) Logo Bank Country BQS for COVID-19 (2020)
1 Nedbank South Africa 01 101.90
2 Standard Chartered Bank Kenya Kenya 02 101.62
3 Standard Chartered Bank Ghana Ghana 03 101.41
4 Absa Bank Ghana Ghana 04 101.35
5 CalBank Ghana 05 101.01
6 United Bank For Africa Nigeria 06 101.01
7 First City Monument Bank   Nigeria 07 101.01
8 Fidelity Bank Ghana Ghana 08 100.68
9 Guaranty Trust Bank   Nigeria 09 100.54
10 Capitec Bank South Africa 10 100.27
11 Barclays Bank of Kenya Kenya 11 100.19
12 Ecobank Ghana Ghana 12 100.16
13 Stanbic Bank Ghana Ghana 14 99.89
14 KCB Kenya 13 99.78
15 ABSA Bank South Africa 15 99.70
16 FIRST BANK NIGERIA Nigeria 16 99.66
17 FirstRand Bank South Africa 17 99.55
18 Access Bank Ghana 18 99.41
19 Agricultural Development Bank Ghana 19 99.31
20 First National Bank South Africa 20 99.29
21 GCB Bank Ghana 21 99.28
22 The Standard Bank of South Africa South Africa 22 99.28
23 Equity Bank Kenya Kenya 23 99.21
24 Co-operative Bank of Kenya Kenya 24 99.19
25 Zenith Bank Nigeria 25 99.15
26 Guaranty Trust Bank   Ghana 26 99.07
27 Access Bank   Nigeria 27 98.64
28 Zenith Bank Ghana 28 98.43