Bank Windhoek maintains high customer satisfaction standards

Bank Windhoek has again demonstrated its commitment to exceptional customer service by achieving outstanding results in an independent third party’s annual Customer Satisfaction Survey exercise, which took place in July 2024. The survey revealed an overall satisfaction score and ease of doing business rating of 77%, while brand affinity reached an impressive 84%. In 2023, the Bank’s satisfaction survey rating was 76%.

The survey results showed that Bank Windhoek had an outstanding Net Promoter Score (NPS) of 46% compared to 45% in 2023, surpassing the industry benchmark of 31%. Bank Windhoek’s Executive Officer of Marketing and Corporate Communication Services, Jacquiline Pack, said that the results underscore the Bank’s consistent delivery of high-quality services and strong customer connections. “We are particularly proud of our NPS rating, which has reached a new record high. This metric is a crucial indicator of customer loyalty and advocacy. Additionally, the survey showed a significant increase in customer participation, providing valuable insights into evolving customer needs and expectations,” she said.

Pack added that the Bank’s most prominent asset remains the quality of its staff, which is evident from high scores on attributes such as professionalism, knowledge, and understanding of customer needs. “These achievements are a testament to our staff’s hard work and dedication. Bank Windhoek remains steadfast in pursuing customer excellence and driving value for all stakeholders,” said Pack.

Regarding innovation, Pack said Bank Windhoek’s focus on digital innovation is apparent in the growing popularity of its mobile app as the preferred banking channel. “While the Bank maintains overall solid performance, we are committed to continuous improvement and have identified opportunities to enhance our value proposition for specific customer segments,” she said, adding that the bank’s customers are at the heart of everything the financial institution does.

In market and business research, customer satisfaction is a measurement that determines how happy customers are with a company’s products, services, and capabilities. Customer satisfaction information, including surveys and ratings, can help a company determine how best to improve or change its products and services. An NPS is a market research metric based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or service to a friend or colleague. Pack concluded that the bank recognises this success was only possible with its customers’ valuable feedback and trust. The survey was conducted by an independent, full-service research and insights company that provides customer-oriented solutions.