Letshego Holdings Namibia has achieved a Net Promoter Score (NPS) of 40% in 2024, significantly outperforming the financial services industry average of 30%. This achievement highlights Letshego’s leadership in customer satisfaction within Namibia’s competitive financial sector.
The impressive NPS score reflects the success of Letshego’s customer-first strategy, which prioritises digital innovation, product diversification, and service delivery excellence. With a one-day turnaround for Deduction at Source loan processing, Letshego is redefining customer experience across its 16 branches, meeting the evolving needs of Namibians with speed and precision.
“These milestones demonstrate our commitment to continuously improving the customer journey at every touchpoint. With feedback from over 1,000 customers, we have gained invaluable insights that will shape our services to better meet the financial needs and aspirations of Namibians,” says João Bismarck, Customer Experience Manager at Letshego Holdings Namibia.
Investing in Customer-Centric Strategies
In 2024, Letshego implemented robust feedback mechanisms across its branch network, ensuring customer voices guide its transformation journey. The introduction of its branch modernisation program further exemplifies the institution’s commitment to creating accessible, customer-friendly banking and micro lending environments that cater to diverse communities. These customer-centric strategies have propelled meaningful improvements in service delivery and product offerings, solidifying Letshego’s position as a trusted financial partner in Namibia.
Understanding the NPS Achievement
The Net Promoter Score is a globally recognised metric measuring customer advocacy. Letshego’s 40% NPS highlights strong customer advocacy in a competitive market. Based on responses from 1,057 customers, this provides a solid foundation for future growth and continuous improvement.