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Speaking on the independent study, Robert Keay, Managing Director, Ethos Consultancy remarked,
"Through the course of our efforts, we conducted 685 online visits, 751 telephone calls and received 108 telephone calls to monitor and analyze the level of customer service in retail banking within the region. Definitely, the study gives a clear view of the different levels of customer service within the UAE market."
The study benchmarked key competencies including customer service, customer experience, product knowledge, sales skill and website performance. Apart from this, other quality factors were also analyzed and studied.
Providing a brief synopsis of the study results, Keay concluded: "The overall top performance was logged by ABN AMRO, while the top performing local bank was RAK Bank. 11 Banks when contacted by prospective customers through their website didn't manage to follow up any enquiries while on average ONLY 25% of enquiries placed through banks websites attract a response."
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Janeta Novakovic, Assistant News Editor
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