Customers are at the heart of everything we do – PackBank Windhoek’s Executive Officer of Marketing and Corporate Communication Services, Jacquiline Pack, said that the bank’s customers are at the heart of everything it does.
She made this statement in reference to remarkable results the bank received from its Annual Customer Satisfaction Survey conducted this year.
The survey revealed an outstanding Net Promoter Score (NPS) of 45%, surpassing the industry benchmark of 31%. The world-class Brand Affinity scores stood at 83% and an overall customer satisfaction rating was 76%.
“These scores reinforce our dedication to delivering world-class service and fostering lasting relationships,” said Pack. “These achievements reflect the bank's commitment to exceptional customer service.”
Pack explained that the NPS, regarded as a measure of customer loyalty, exceeded expectations, highlighting the strong bonds and trust Bank Windhoek has built with its clientele. She added the Brand Affinity scores further underscore 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.”
A Net Promoter Score 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 that provides design customer-oriented solutions.
Bank Windhoek's achievement of an overall customer satisfaction rating of 76% reaffirms its position as a leading bank in Namibia. Pack said that the bank recognises this success was only possible with its customers’ valuable feedback and trust. “These impressive survey results inspire us to continue our journey toward excellence in customer service.”
Pack expressed her gratitude to the bank’s employees and loyal customers for their ongoing support, which drives its continuous improvement efforts. “We remain committed to enhancing our offerings and delivering innovative solutions that meet and exceed customer expectations.”