Abu Dhabi Islamic Bank (ADIB), a top-tier Islamic financial services institution, has been named the GCC’s “Best Overall Bank” in Customer Experience at the 2014 Bank Benchmark Index Awards organised by Ethos Consultancy.
ADIB was also named for the 4th consecutive year best overall bank in customer experience in the UAE. Out of 63 banks from the GCC region examined, ADIB topped scores for customer experience in branches, online and call centre. ADIB’s call Centre was also named the “Best Overall Call Centre” in the UAE.
The Bank Benchmark Index (BBI) Awards were created by Ethos Consultancy in 2005 with the aim of providing the banking industry with a methodology of benchmarking their products and services against the competition to drive continual improvement. The findings of the index are based on mystery shopping exercises and analysis undertaken by ethos across three delivery channels; branch, online and call centre. Researchers focus on real life scenarios of a prospective customer using the bank services, evaluating four key variables of service provision – reliability, responsiveness, assurance and empathy.
ADIB was rated highly for its initiatives to improve technology, mobile banking and enhancing service levels by its staff. It has also expanded its channels and branch network to further improve customer access to ADIB’s services.
Tirad Al Mahmoud, CEO of ADIB said: “ADIB puts quality of service at the top of our list of priorities for our customers, and we have invested heavily in both our staff and our systems to achieve the standards we now have, and to become an industry leader in the region. We want to show that we are willing to push the boundaries when it comes to providing what the customers want, and how they want it.”
ADIB is one of the fastest growing banks in the UAE with 85 branches and more than 660 ATMs across the country. Last week, ADIB was selected as the most recommended bank in the UAE by a survey on 6,000 bank customers organised by Souq Al Mal. During 2014, the bank has been recognised by many different international organisations and magazines including Best Islamic Bank in the UAE by Global Finance Magazine and Best Islamic Bank in the Middle East by The Banker Magazine.
ADIB invests heavily in staff training programs. This not only supports the skills of its people and the quality of the services it provides, but also reflects its commitment to ensure that its services are properly and ethically structured and delivered. This is reinforced by its financial education programme “smartmoney”, as well as specific services such as a debt relief product which avoids penalizing customers at times of personal difficulty.
Earlier this year, ADIB acquired the retail banking business of Barclays, and as a result of this acquisition it acquired over 110,000 new customers.