BANK Windhoek achieved an overall customer satisfaction rating of 76%, reaffirming its position as a leading bank in Namibia.
This was said by bank spokesperson Jacquiline Pack in reaction to the results of the bank’s annual customer satisfaction survey for this year.
She said the bank’s customers are at the heart of everything the financial institution does.
The survey results showed the bank had an outstanding Net Promoter Score (NPS) of 45%, surpassing the industry benchmark of 31%.
Pack said the world-class brand affinity scores stood at 83%, and the overall customer satisfaction rating was 76%.
“These scores reinforce our dedication to delivering world-class service and fostering lasting relationships, and these achievements reflect the bank’s unwavering commitment to exceptional customer service,” Pack said.
She said the NPS, as a measure of customer loyalty, exceeded expectations, highlighting the strong bonds and trust Bank Windhoek has built with its clientele.
According to Pack, the brand affinity scores further highlight the bank’s success in creating a brand that resonates with customers.
“With an impressive score of 83%, Bank Windhoek has established itself as a preferred and trusted financial institution in the minds of the community.
“We are extremely proud of these remarkable results, which reflect our ongoing commitment to prioritising customer satisfaction,” said Pack.
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, and Pack said the bank recognises that this success was only possible with its customers’ valuable feedback and trust.
“These impressive survey results inspire us to continue our journey towards excellence in customer service,” the banker said.
Pack expressed gratitude to its loyal customers for their support.
“The bank remains committed to enhancing its offerings and delivering innovative solutions that meet and exceed customer expectations,” she said.
The survey was conducted by an independent, full-service research and insights company which provides customer-oriented solutions.
– email: matthew@namibian.com.na
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