Abu Dhabi Commercial Bank (ADCB), ranked among the top five brands in KPMG’s latest UAE Customer Experience Excellence Report, has a core focus on delivering a market-leading digital banking experience.
The KPMG report ranks ADCB as the only financial services firm in the ‘Top 10 Customer Experience Champions in the UAE’ – a ranking that includes national and global brands – based on extensive client research.
The report cites ADCB’s superior front-end digital capabilities, its loyalty program, and the bank’s excellent approach to combining digital and face-to-face support to deliver an effective and rewarding customer experience. In 2022, the bank’s overall Net Promoter Score (NPS) will increase by 3 percentage points, while the retail banking group’s customer base will increase by more than 15%.
excellent customer service
Ala’a Eraiqat, Group Chief Executive Officer, ADCB, said: “Excellence in customer service is a key differentiator in the competitive banking environment and ADCB’s ranking of excellence in the KPMG report is a due recognition of the commitment of our people to go above and beyond Recognition. Going above and beyond every day. We appreciate the trust our customers place in ADCB and we know that maintaining a high quality of service takes relentless effort and commitment. As such, the bank invests heavily in its people and digital technology, while running a robust process , incorporating customer feedback for continuous improvement.”
Continued investment in digital platforms has also enhanced customer acquisition and engagement. In 2022, ADCB’s mobile banking subscription registrations exceeded 1.2 million and the bank welcomed over 250,000 new customers through its ‘Hayyak’ app.
KPMG’s Customer Experience Excellence report considers more than 89,000 customers’ perceptions of brand experience. ADCB’s approach to customer service excellence is based on understanding and anticipating the changing needs of customers. The bank drives concrete action through regular forums and integrates service metrics into KPIs for every ADCB employee. — trade arab news agency