Bank Windhoek managing director James Chapman yesterday 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.

He added that customer trust remains a cornerstone of 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.