Bank Windhoek is strengthening customer service as part of a three-year strategy aimed at improving banking services and building stronger relationships with customers.
The bank said the strategy focuses on making banking easier through its branches, digital platforms, self-service facilities, and customer support channels.
Bank Windhoek’s executive officer for marketing and corporate communication services, Jacquiline Pack, said customers expect more than just banking services.
“Customer experience is no longer only about resolving a query or completing a transaction. It is about earning trust at every touchpoint and turning that trust into stronger, longer-lasting relationships. By designing our channels, processes and culture around customers, we can deliver better outcomes for them,” she said.
The strategy follows several investments the bank has made in recent years to improve customer access to banking services.
Since launching its GoBeyond programme in 2020, Bank Windhoek has upgraded branches across the country. The branches now include self-banking hubs and cash-accepting ATMs, allowing customers to carry out transactions outside normal banking hours.
The bank’s ATMs also offer services in eight languages: English, Afrikaans, Damara/Nama, German, Otjiherero, Oshiwambo, Rukwangali and Silozi.
In 2024, Bank Windhoek also updated its website by making information easier to access and adding better customer feedback options.
In April this year, the bank introduced WhatsApp Banking, becoming the first bank in Namibia to offer the service. Customers can check balances, view mini statements, make selected payments and transfers, and receive basic account support through WhatsApp.
The bank said the service gives customers, especially those living far from branches, another way to access banking services.
According to customer feedback collected by the bank, clients appreciated secure banking services, easy-to-use digital platforms, quick transactions, and helpful staff.
Customers also called for more stable digital platforms, quicker service during busy periods, and better support across all banking channels.
As part of its customer service efforts, Bank Windhoek executives spent time working with frontline staff at Windhoek branches in August last year to better understand customers’ needs and challenges.
Earlier this month, employees across Namibia took part in activities to mark International Customer Experience Day.
The bank said it plans to introduce more payment solutions, encourage greater use of digital banking, improve branch and self-service facilities, and strengthen its customer service centre with new technology.
Pack said the bank will continue improving its services based on customer feedback.
“The Customer Excellence test will be what customers experience every day. We will listen, measure, act, and keep improving. By combining local insight and trusted relationships with relevant technology and disciplined execution, we intend to set a higher standard for banking in Namibia,” she said.
-newsroom@nepc.com.na
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