Tendai Chikore 14 March 2026 7 min read
We completed 1,840 scored branch visits across Namibia, Botswana, South Africa, Zambia, Mozambique and Zimbabwe between January and March 2026. The scorecard covers greeting, queue management, product knowledge, closure and digital-channel promotion.
Overall regional scores are up 3.2 points year-on-year, driven mainly by faster queue management and better digital-onboarding referrals. Product knowledge on secured lending remains the weakest dimension — a gap that shows up in all six markets.
Banks that rolled out structured "first-five-minutes" scripts in 2025 are seeing the sharpest scorecard improvements. The branches that still rely on informal training pick up the lowest marks in the secret-shopper notes.