Ghana’s banking habits are shifting fast. New 2025 data show a decisive move away from cash and branches toward mobile-first finance. According to the latest customer experience survey by KPMG, ATM usage fell to 16% in 2025, down from 34% in 2024. At the same time, mobile money usage jumped to 80%, the highest level since 2022. The findings confirm what banks, telcos and fintechs see on the ground in Ghana: people now prize speed, convenience and reliability over physical access to cash.
Mobile money takes the lead
Mobile money—an account linked to a phone number that enables deposits, transfers, and payments—has become the default way to move money. The survey records a seven-point rise year on year to 80% weekly usage. Everyday use cases keep broadening: merchant QR payments, P2P transfers, bill settlement and wallet-to-bank moves. As networks improved uptime, customers shifted more income flows into wallets and away from cash withdrawals.
Bank apps lose momentum, satisfaction rises
Bank-owned mobile apps remain the second most-used digital channel. Yet weekly usage slipped to 44% in 2025 from 50% in 2024, extending a two-year slide. This is notable because bank apps are supposed to anchor the digital relationship. Even so, satisfaction improved. Ease of use reached 81.4 and system availability 80.7. Better design and stability are landing well, but not enough to stem the pull of simpler wallet experiences.
USSD holds its ground
Unstructured Supplementary Service Data (USSD) is a text-based menu that runs on any mobile phone without data. It still matters. About 26% of respondents use USSD weekly for balance checks, airtime top-ups and transfers. In areas with spotty data or for users on basic handsets, USSD offers near-universal reach and fast transactions. Its resilience underlines a core principle of Ghana’s digital ecosystem: inclusivity and reliability beat novelty.
ATMs decline, not dead
ATMs once signalled a bank’s strength and geographic reach. They now play a narrower role. With usage down to 16%, machines cater to occasional cash needs, especially for bills still paid in cash. The survey notes that millennials still rank ATMs among their top three monthly channels. Cash utility is shrinking, but it has not vanished.
The new contest: digital relevance
Customers no longer reward banks for offering many channels. They reward the few that work best. The survey’s message is direct: focus on speed, uptime, clear pricing and strong security. That means instant transfers that post reliably, fewer failed transactions, transparent fees and swift dispute resolution. For banks, the goal has moved from digital adoption to digital relevance. For payment service providers, the bar is the mobile wallet experience—simple journeys, low friction, and consistent performance.
Ghana’s digital banking turn looks entrenched. As the economy stabilises and usage deepens, channels that combine reliability with low effort will win share. Those that cannot deliver fast, frictionless and mobile-first experiences will keep losing ground.
