Bank Windhoek records high customer satisfaction scores
Bank Windhoek Managing Director James Chapman this week announced exceptional 2025 annual Customer Satisfaction Survey results, which recorded the largest-ever respondent sample since the Bank started participating in the survey.
The 2025 survey highlights Bank Windhoek’s efforts in strengthening customer relationships and leadership in digital innovation. It reveals outstanding performance across key metrics. The
overall satisfaction score reached an impressive 77%. In corporate and institutional banking, satisfaction soared to 80%, while Private Wealth clients expressed their delight with a
remarkable 87%.
The Bank’s Net Promoter Score (NPS) for Personal Banking customers recorded a commendable score at 45%, with the retail mass segment recording a score of 53%, which falls within the
excellent range of industry benchmarks. “This new peak in customer loyalty is significantly influenced by the positive reception of the Selekt Red value proposition, which was introduced
to meet the needs of the retail mass market,” said Chapman, adding that customer trust remains a cornerstone of the Bank Windhoek’s success, with reputation scores recorded at 80%
for nearly all business units.
Chapman said that the results are a testament to the hard work of the Bank’s team and unwavering commitment to a customer-centric strategy. "Their dedication is the most
important factor in our success and achieving these incredible results. Seeing a record score in innovation and the overwhelming success of our Mobile App as the most preferred banking
channel validates our investment in providing a seamless and modern banking experience for our customers, as per our digital transformation journey," he said.
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. The survey was conducted by an independent, full-service research and insights company which provides customer-oriented solutions. Chapman concluded that Bank Windhoek remains dedicated to listening to its customers and using valuable insights to drive continuous improvement and deliver exceptional value to all stakeholders. “We believe that true success is measured not just in numbers but in the satisfaction and trust of every customer,” he said.
The 2025 survey highlights Bank Windhoek’s efforts in strengthening customer relationships and leadership in digital innovation. It reveals outstanding performance across key metrics. The
overall satisfaction score reached an impressive 77%. In corporate and institutional banking, satisfaction soared to 80%, while Private Wealth clients expressed their delight with a
remarkable 87%.
The Bank’s Net Promoter Score (NPS) for Personal Banking customers recorded a commendable score at 45%, with the retail mass segment recording a score of 53%, which falls within the
excellent range of industry benchmarks. “This new peak in customer loyalty is significantly influenced by the positive reception of the Selekt Red value proposition, which was introduced
to meet the needs of the retail mass market,” said Chapman, adding that customer trust remains a cornerstone of the Bank Windhoek’s success, with reputation scores recorded at 80%
for nearly all business units.
Chapman said that the results are a testament to the hard work of the Bank’s team and unwavering commitment to a customer-centric strategy. "Their dedication is the most
important factor in our success and achieving these incredible results. Seeing a record score in innovation and the overwhelming success of our Mobile App as the most preferred banking
channel validates our investment in providing a seamless and modern banking experience for our customers, as per our digital transformation journey," he said.
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. The survey was conducted by an independent, full-service research and insights company which provides customer-oriented solutions. Chapman concluded that Bank Windhoek remains dedicated to listening to its customers and using valuable insights to drive continuous improvement and deliver exceptional value to all stakeholders. “We believe that true success is measured not just in numbers but in the satisfaction and trust of every customer,” he said.
