Union National Bank held its Best Service Branch Award (BSBA) ceremony for the Retail Banking Group in Abu Dhabi at Etihad Jumeirah Towers Hotel on 15th December, 2014.
The BSBA award has been established since 2005 by the Bank’s Management to improve and develop overall customer service by motivating its staff to exceed customer expectations, create a strong customer service mindset across the bank and promote healthy competition based on Financial Performance and Customer Satisfaction within UNB branches.
This is in line with the bank’s strategy to excel in customer satisfaction & delivery. As part of its core positioning as the bank that cares, customer satisfaction is a key attribute that the bank focuses on. All UNB Retail branches were evaluated based on their achievements in attaining excellence in “Customer Service & Customer Satisfaction”. The criterion for selection was carefully and systematically measured on inputs from various sources like Customer Satisfaction Surveys, Mystery Shopping Survey & Service Quality measures as well as Financial Performance of the branches.
“These awards were created in line with UNB’s vision to be the best in class in the banking industry in terms of customer and staff satisfaction and in providing returns to our shareholders,” said Mr. Ashraf Bibars SVP & Head of Retail Banking group, at UNB.
Mr. Mohamed Hossny, SVP & Head of Branch Banking Division also congratulated the winners and commended them for a year of consistent high performance. “The establishment of the BSBA award has promoted healthy competition that leads to improved customer service among our various retail branches. Institutionalizing a strong customer service mind-set across the bank is a key element of our business strategy. Recognition and Reward programmes such as the BSBA will contribute to ensuring that both customer service and customer satisfaction are constantly improved. Such awards motivate the staff to deliver the best customer service to our clients and work towards our main goal to be a top quality bank and the best service provider in the UAE Banking Industry through effective communication, excellent customer care, reliability, responsiveness and accessibility,” added Mr. Hossny.