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Al-Othman: Gaining customer satisfaction is a core value for our employees and a key part in all our strategies
Today, we are reaping the fruits of our digital transformation strategy that consolidated our superiority in providing advanced services and solutions
We added 22 new services and updates to NBK Mobile Banking App throughout the year to meet our customers’ needs
National Bank of Kuwait (NBK) received the award of “Best Retail Bank in Customer Services in Kuwait” for 2020, according to Service Hero Customer Satisfaction Index, for the 10th time.
NBK was named the winner of the award during the virtual ceremony held by Service Hero to announce the index’s results last Tuesday.
Service Hero is a highly reputable customer satisfaction index that collects the voice of customers on service standards and creates a list of service providers ranked by category. The index partners with the American Customer Satisfaction Index, is a member of ESOMAR and is backed by an independent advisory council to ensure all results are impartial, objective and accurately reflect the voice of the customer.
The award of “Best Retail Bank in Customer Services in Kuwait” is fully based on customers’ assessment of banks in Kuwait. Service dimensions evaluated include reliability, speed, product quality, value, location, staff quality, call center and website. The Index also rates overall satisfaction, loyalty and comparison to an ideal.
On this occasion, Mr. Mohammed Al-Othman, GM-Consumer Banking Group at National Bank of Kuwait said: “When you are serving 1/3 of the country’s population you must be focused on putting the customer at the center of all we do. Dedication and commitment to our customers is a must. Today, we reap the fruits of our digital transformation strategy, which consolidated our superiority in providing the most advanced digital services and payment solutions. The exceptional circumstances that prevailed last year reaffirmed the prudence of our proactive approach in view of the changes that the banking industry is witnessing these days."
“The year 2020 was absolutely exceptional, due to the precautionary measures and shutdown of economic activities in response to the coronavirus pandemic, which prompted increased reliance on digital channels for making transactions, as our customers used NBK Mobile Banking and NBK Online Banking for 85% of their transactions made all over the year,” he added.
Al-Othman added: “We continued to launch initiatives throughout the year to meet our customers’ needs despite the challenges we faced, as we provided a mobile branch that reaches customers at their doorsteps to allow them make all their transactions, and enhanced NBK Mobile Banking App by adding 22 new services and updates during the year.”
Al-Othman concluded that focusing on customer service and customer experience is one of the core values of NBK’s employees and a key part in all the bank’s strategies that places customer satisfaction as a top priority. This is implemented by a professional team working in a distinguished environment characterized by the highest levels of coordination between all departments to ensure the best customer service.
It is worth mentioning that NBK received the award of Best Consumer Digital Bank in the Middle East for 2020 from the reputable international magazine Global Finance, in the annual survey of the World’s Best Digital Banks. In this survey, winners are selected based on the evaluation of a world-class panel of judges at Infosys, a global leader in consulting and technology, whereas Global Finance editors were responsible for the final selection of all winners.
During the year 2020, NBK launched a variety of high-quality banking products and services that gained the trust of customers, focusing on advanced payment solutions and digital services through the updates of NBK Mobile Banking App and NBK Online Banking, as customers showed an increasing reliance on these channels for making their banking transactions over the past period.
To view all information related to the awards granted by Service Hero, please visit their website:
https://www.servicehero.com/en/?country=kw
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