Bank Windhoek records rise in digital banking use

Bank Windhoek has recorded strong growth in the use of its digital banking services, with active users of its Mobile App increasing by more than 900% since its launch in 2021. The bank said the trend continued during the 2025/26 financial year as more customers used the Mobile App, cash-accepting ATMs, self-service banking devices, and online platforms instead of visiting branches.

The proportion of active Mobile App users increased from 24% in the 2024/25 financial year to 28% in 2025/26. Overall, digitally active customers now account for 44% of the bank’s customer base.

Bank Windhoek Executive Officer for Digital, Data and Customer Transformation Ryan Geyser said customers are choosing digital banking because it offers convenience, security and greater control over their finances.

“These results show that customers are embracing digital banking when it delivers clear value: greater convenience, stronger security and more control over everyday banking. Our focus is not digitalisation for its own sake, but practical solutions that make banking simpler and more accessible while ensuring that customers continue to receive guidance and support,” he said.

The bank said customers are also increasingly completing routine banking requests online. During the financial year, 72% of bank statement requests were made through digital channels, compared to 48% the previous year.

Digital requests for bank confirmation letters increased from 48% to 54%, while 98% of card limit changes were completed through digital platforms.

To improve convenience, customers can now update their personal information and register for Facial Recognition using the Mobile App. The bank has also introduced verifiable digital stamps and a secure document verification website for electronic statements and bank confirmation letters, reducing the need to visit a branch.

Cash-accepting ATMs also handled a larger share of transactions during the year. These machines processed 64% of all cash deposits, up from 54% in the previous financial year.

At the same time, transactions carried out on in-branch self-service banking devices increased by 35%.

By the end of the financial year, Bank Windhoek had expanded its network to 93 cash-accepting ATMs and 50 self-service banking devices. Between 2024 and 2026, the bank installed 50 new cash-accepting ATMs and 37 self-service banking devices across the country.

Business customers have also embraced digital banking following the introduction of the new iBank and Mobile App for Business. Monthly transactions on these platforms increased by 263% during the seven months since March 2026, reflecting growing demand for digital banking services among businesses.

The bank said security remains a key focus. It reported that no fraud cases have been recorded among customers enrolled for Facial Recognition since the feature was introduced.

Facial Recognition enrolment increased from 15% of individual customers in the previous financial year to 25% in 2025/26. Since June 2026, customers have also been able to enrol for the feature through the Mobile App.

Geyser said the results reflect a broader shift towards digital banking over the past five years, supported by ongoing investment in technology and customer support.

“We remain committed to combining innovation with personal support, giving customers greater choice in how and where they bank,” he said.

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