Customer Experience Benchmarking Index

MEASURING AND BENCHMARKING CUSTOMER EXPERIENCES IN
THE BANKING SECTOR ACROSS THE GCC

2015 Winners have been announced


About the Ethos Integrated Solutions’ Retail Banking Customer Experience Benchmarking Index:

The Index, now a recognized strategic benchmarking tool, was launched in 2005 to give banks a methodology to benchmark service quality. The annual Index is carried out by a team of trained and experienced researchers who focus on real scenarios that a prospective customer would face when using a branch, call center or website. Banks are evaluated on reliability, assurance, responsiveness and empathy using Ethos Integrated Solutions’ proprietary value moments principles.

The 2015 Banking Experience Index is out now. The study assessed 65 banks in the GCC across the three core engagement channels. Over 1,300 branch visits, 780 call center calls and 520 website engagements were conducted, asking in total 68,000 questions and completing 2,600 research interactions.

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Email: sales@ethosplc.com Call: +971 4 432 9373


BANK COVERAGE

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BANKING EXPERIENCE INDEX 2015 RESULTS

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COUNTRY RESULTS 2015

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CONGRATULATIONS TO THE WINNERS!

THE INDEX – THE 11TH IN THE ANNUAL SERIES – RECOGNIZES THE EFFORTS OF 12 GCC BANKS FOR THEIR CONTRIBUTION TO CONTINUOUS CUSTOMER EXPERIENCE IMPROVEMENT

Bank Name Category Region
Abu Dhabi Islamic Bank Best Customer Experience Overall Bank GCC
UAE Winners
Abu Dhabi Islamic Bank Overall Best Bank UAE
Abu Dhabi Islamic Bank Best Call Center Experience UAE
Dubai Islamic Bank Best Online Experience UAE
Mashreq Bank Best Branch Experience UAE
Overall Most Improved Winners – UAE
Ajman Bank Most Improved Bank UAE
Commercial Bank International Most Improved Branch Experience UAE
Standard Chartered Bank Most Improved Call Center Experience UAE
Sharjah Islamic Bank Most Improved Online Experience UAE
Bahrain Winners
HSBC Overall Best Bank in Bahrain Bahrain
Standard Chartered (SCB) Best Branch Experience Bahrain
Bahrain Islamic Bank Best Contact Center Experience Bahrain
KSA Winners
Al Rajhi Bank Overall Best Bank in KSA KSA
Bank AlJazira Best Branch Experience KSA
Saudi Hollandi Bank Best Contact Center Experience KSA
Kuwait Winners
National Bank of Kuwait Overall Best Bank Kuwait
Gulf Bank Best Branch Experience Kuwait
Boubyan Bank Best Contact Center Experience Kuwait
Oman Winners
Bank Sohar Overall Best Bank in Oman Oman
Oman Arab Bank Best Branch Experience Oman
Bank Dhofar Best Contact Center Experience Oman
Qatar Winners
Qatar National Bank Overall Best Bank in Qatar Qatar
Qatar Islamic Bank Best Contact Center Experience Qatar
Commercial Bank of Qatar Best Branch Experience Qatar
     

To view full list of the participating Banks Click Here


For media or general enquiries, please contact:

Email: info@ethosplc.com
Call: +971 4 432 9373