The National Bank of Abu Dhabi strengthen their strategy of putting customers first by implementing the first real-time Mystery Shopping programme in the UAE

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The Real-time Mystery Shopping, an Ethos Pulse solution, uses the internet as its key communication and research tool, and gives immediate and easy access to results - often within 24 hours. It is arguably the fastest and most effective method of obtaining hard objective management data about customer service levels.

'Customer service is really what sets you apart from your competitors and we believe in putting our customers first, at the heart of our business,' commented Khalid Deemas, Head of Retail Banking Group, NBAD. 'As a Number One Bank, we have always been pro-active, and bringing in Ethos to set up a real-time Mystery Shopping programme will enable us to stay ahead of our competitors by identifying key areas for enhancement and implementing the necessary changes almost instantly.'

Robert Keay, Managing Partner of Ethos, believes that real-time Mystery Shopping is a vital tool for any modern business. 'Higher consumer expectations, greater regulatory requirements and increased competition make customer service the 'difference that makes the difference'. Our programme will allow the NBAD to take immediate action rather than waiting weeks or even months for feedback.'

The National Bank of Abu Dhabi is the number one bank in the UAE in terms of total assets, deposits and branch networks. Its mission to put customers first is long established and was recognised in 2003 by receiving Sheikh Khalifa Excellence Award & Dubai Quality Award.