By Andy Sambidge
Annual Ethos benchmarking index shows more still needs to be done to improve services
Abu Dhabi Islamic Bank has retained it position at the top of an annual customer service ranking for UAE banks published by Ethos Consultancy.
Its annual Bank Benchmarking Index for service excellence showed that seven of last year's top 10 retained their positions out of the 22 banks in the research.
Ethos Consultancy also said that overall its research suggested that many of the UAE’s banks are still not focusing enough attention on customer service.
Abu Dhabi Islamic Bank was named the best overall bank for customer service and the best call centre.
Tirad Mahmoud, CEO of ADIB, said: "Our brand is all about delivering excellence in customer experience. I am extremely pleased to see the ADIB team exceeding all expectations in achieving this honour, and delighted that our efforts have been recognised."
Ethos said Dubai Bank was named best overall branch while Dubai Islamic Bank won the best website award.
Most improved bank was Al Hilal Bank while Emirates Islamic Bank was deemed to have the most improved branches.
Noor Islamic Bank was named most improved call centre Noor and Commercial Bank International had the most improved website. Emirates NBD was named best large bank in the UAE.
This year’s study covered a total of 22 UAE retail banks, comprising 18 local and four international banks and focused on three geographical areas of operation, Abu Dhabi, Dubai and Sharjah.
In total it covered 57 questions across the three delivery channels of branches, call centre and website.
The research was conducted during between June and August, during which time Ethos researchers made 440 branch visits, 264 call centre calls and 176 website interactions.
Analysis of the research showed no discernible change in results during Ramadan, Ethos said.
What a joke. I am an ADIB customer and would love to close the bank account due to horrendous customer service but I have not done so only because I am terrified at the thought of entering an ADIB branch, taking a number, waiting endlessly and finally seeing a CS rep that cannot help me and asks me to return in the morning on Sunday when so and so is available.
Ethos consultancy should be disbanded.