Wednesday, 19 January 2022

ADCB renders 86 digital service enhancements to strengthen customer engagement

5 min read

By The Asian Banker

Abu Dhabi Commercial Bank (ADCB) implemented its digital transformation programme to achieve service excellence and efficiency. The bank scored the highest among its peers in the Middle East and was hailed as Most Recommended and Most Helpful Bank during COVID-19 in the Middle East and United Arab Emirates.

  • Recognised as the Most Recommended Retail Bank in the Middle East and UAE
  • Implemented a digital transformation programme that led to strong customer engagement
  • Voted as Most Helpful Bank during COVID-19 in the Middle East and UAE

Singapore, 30 November 2021 Abu Dhabi Commercial Bankwas voted Most Recommended Retail Bank in the Middle East and UAE and the Most Helpful Bank during COVID-19 in the Middle East and UAE at The Asian Banker Middle East and Africa Transaction Finance and BankQuality Awards 2021. 

ADCB notched the highest place in Middle East and UAE with a BankQuality score of 101.47

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 consumer survey and rankings assess consumer perception, attitude and loyalty to financial institutions based on their experience with service, channels, products and COVID-19 support initiatives.

ADCB is the Most Recommended Retail Bank in the Middle East and UAE

ADCB obtained the highest BankQuality score among its peers in the Middle East and was named the Most Recommended Retail Bank in the Middle East and UAE. In 2021, the bank demonstrated strong performance despite the challenging business environment, as reflected in credit, robust fee income and lower expenses. The bank’s profit increased by 36% year-on-year.

Compared with regional banks, ADCB obtained a score of 101.47 that made it to the top, followed by Al-Rajhi Bank in Saudi Arabia and Emirates NBD in UAE with a score of 101.08 and 101.03 respectively.

ADCB implemented a digital transformation programme that led to strong customer engagement

In 2021, ADCB launched 86 digital service enhancements through its digital transformation programme which resulted in strong customer engagement. ADCB’s mobile app recorded 800,000 subscribers during the third quarter, which was approximately 80% of the total customer base. Some 94% of customers were registered either through internet or mobile banking. 

ADCB was voted Most Recommended Retail Bank and Most Helpful Bank during COVID-19 in the Middle East and UAE

ADCB is the Most Helpful Bank during COVID-19 in the Middle East and UAE

The bank provided relief and support to its customers during the difficult times. In 2020, the bank introduced a wide range of measures for the benefit of more than 1.2 million retail customers and over 50,000 small and medium-sized enterprise (SME) customers. Loan instalments were deferred and interest rates were waived for a period of up to six months.

ADCB topped the ranking for Most Helpful Bank during COVID-19 in the Middle East and UAE with a score of 101.31, higher than Arab Bank in Qatar and Saudi National Commercial Bank in Saudi Arabia which had scores of 101.22 and 101.19 respectively. 

About The Asian Banker 

The Asian Banker is the region’s most authoritative provider of strategic business intelligence to the financial services community. The global research company is headquartered in Singapore, with offices in Manila, Malaysia, Hong Kong, Beijing, and Dubai, as well as representatives in London, New York, and San Francisco. It has a business model that revolves around three core business lines: publications, research services and forums. The company’s website is www.theasianbanker.com.

For more information, please contact:

Mobasher Zein Kazmi

Head of Research 

The Asian Banker

Tel: (+61) 452 514 145  

Email: mkazmi@theasianbanker.com 

 



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