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Abu Dhabi Commercial Bank topped the list of financial and banking brands in the Customer Experience Excellence Report from “KPMG”, as the bank ranked among the first five brands in the United Arab Emirates, in appreciation of the bank’s efforts in the digital transformation process and providing innovative banking services to customers. .
The KPMG report included the opinions and views of a large group of customers in various sectors regarding their experiences with brands, and the bank was the only banking institution in the list of “Top 10 Brands in Customer Experience in the UAE” that includes local and international brands. .
The report referred to the innovative digital banking services provided by the bank, as well as the loyalty program and the distinguished service to always improve the customer experience.
In this context, the bank’s customer satisfaction index witnessed an increase of three degrees, while the customer base of the retail banking services group witnessed an increase of more than 15% during the year 2022.
Alaa Erekat, Group Chief Executive Officer of Abu Dhabi Commercial Bank, said: “We are proud to receive this recognition for our excellence in customer service, which is one of the main success factors in light of the intense competition in the banking services sector. This achievement comes as a culmination of the commitment of our employees to excel every day.”
He added, “We thank our customers for their trust, assuring them of our constant commitment to excellence in the banking services that we provide to them. For this, we are always keen to invest in the development of our cadres, the development of digital technologies, and benefit from customer feedback and suggestions to improve our services.”
The continuous investment in digital platforms had a significant impact on enhancing customer attraction and interaction, as registrations for the Abu Dhabi Commercial Bank application services for smart phones reached more than 1.2 million during the year 2022, and accounts were opened with the bank for more than 250,000 new customers through the “Hayyak” application. ».
It is noteworthy that the KPMG Customer Experience Excellence Report included a survey of more than 89,000 customers regarding their experiences with brands in the UAE.
The excellence of services in Abu Dhabi Commercial Bank depends on the extent of knowledge and anticipation of the changing requirements of customers, the employment of all available means and the formation of work teams from various administrative levels to analyze and study the requirements of customers and their experiences, as well as the adoption of standards for service excellence within the main performance indicators for each employee in the bank.
