11 December 2020, Dubai, UAE – The year 2020 has been a challenging period for the retail financial services industry with banks facing pressure to accelerate the delivery of digital banking promise. Agility to respond to the evolving landscape and creating value-driven relationships with customers have been key differentiators for banks to stay relevant during the unprecedented period.
As part of its BankQuality™ Consumer Survey and Rankings, The Asian Banker gathered feedback from consumers in the Middle East about their experience and satisfaction with their retail banks. The BankQuality™ Consumer Survey and Rankings assesses consumer perception, attitude and loyalty to financial institutions based on their experience with service, channels, products and COVID-19 support initiatives. It involved 3,000 consumers from Egypt, Saudi Arabia, and the United Arab Emirates.
Emirates NBD is third most recommended retail bank with a BQS of 101.24
Based on the evaluation scorecard, Emirates NBD scored high in different areas such as mobile banking, personal loan, and remittances. It garnered an overall BankQuality Score (BQS) of 101.24 which was good for third most recommended retail bank in the Middle East. Banque Saudi Fransi in Saudi Arabia and Commercial International Bank in Egypt ranked first and second with scores of 101.55 and 101.44, respectively.
The bank leverages strong digital strategy and platforms
The bank is a country-leader in payments and branch service. It is continuously paving its path towards digitisation by enabling customers to open accounts instantly using their smartphones. Through its digital bank Liv., Emirates NBD was able to attract over 400,000 customers and enhanced its service by introducing a digital credit card proposition and a personal loan offering. The bank has not only been digitally transforming its products and footprint but has made over 55% of its branches disability-friendly through integrated assistive technologies and implemented disability etiquette training (DET) programme for branch staff.
The bank is recognised for its enhanced customer experience
As a result, Emirates NBD continues its efforts to lead digital transformation in the country and respond to customers’ needs by customising its offering while being innovative. On the other hand, customers expressed the need to have regular communication with the bank. They are seeking more enhancements in areas such as home loan offering, telephone banking, and relationship managers.
BankQuality™ is a premier consumer rating and survey site designed and powered by The Asian Banker. It enables customers and users to rate and comment on their banking experiences. The platform aims to help bridge the gaps between consumers and their main banks, benchmark banks’ customer service quality and performance across region and markets, and motivate banks to provide better services to meet customer needs. www.bankquality.com/
The BankQuality™ Score (BQS) is derived from the standardised z-score of the net promoter score (NPS) of ‘main bank’ institutions with mean set to 100 so that comparison can be made across markets. The final ranking excludes banks that achieved less than 30 ‘main bank’ responses.
About The Asian Banker
The Asian Banker is the region’s most authoritative provider of strategic business intelligence to the financial services community. The Singapore-based company has offices in Singapore, Malaysia, Manila, Hong Kong, Beijing, and Dubai, as well as representatives in London, New York, and San Francisco. Its business revolves around three core business lines: publications, research services and forums.
For further information, you may get in touch with:
Mr. Mobasher Zein Kazmi
Head of Research
Tel: (+61) 452 514 145