Staff Reporter
WINDHOEK, Oct. 3 — Jacquiline Pack, the Executive Officer of Marketing and Corporate Communication Services at Bank Windhoek, emphasized the bank’s unwavering commitment to its customers following remarkable results obtained from this year’s Annual Customer Satisfaction Survey.
The survey unveiled an exceptional Net Promoter Score (NPS) of 45%, surpassing the industry benchmark of 31%. Additionally, the bank achieved a world-class Brand Affinity score of 83% and an overall customer satisfaction rating of 76%. Pack underscored that these scores reinforce the bank’s dedication to providing world-class service and cultivating enduring relationships with its customers. These accomplishments reflect the bank’s steadfast commitment to delivering exceptional customer service.
Pack elaborated that the NPS, a metric gauging customer loyalty, exceeded expectations, highlighting the strong bonds and trust that Bank Windhoek has cultivated with its client base. The Brand Affinity scores further substantiate the bank’s success in creating a brand that resonates with customers. Bank Windhoek has firmly established itself as a preferred and trusted financial institution, as evidenced by its impressive 83% score.
The Net Promoter Score is a market research metric derived from a single survey question that asks respondents to rate their likelihood of recommending a company, product, or service to a friend or colleague. The survey was conducted by an independent, full-service research and insights company specializing in customer-centric solutions.
The bank’s achievement of an overall customer satisfaction rating of 76% reaffirms its position as a leading financial institution in Namibia. Pack acknowledged that this success was made possible by the valuable feedback and trust of the bank’s customers. These outstanding survey results inspire the bank to continue its journey toward excellence in customer service.
Pack expressed gratitude to the bank’s employees and loyal customers for their ongoing support, which drives the bank’s continuous improvement efforts. She affirmed the bank’s commitment to enhancing its offerings and delivering innovative solutions that not only meet but also exceed customer expectations.
