NBK wins Service Hero 2019 award
‘Best Retail Bank in Customer Services in Kuwait’
KUWAIT CITY, Feb 18: National Bank of Kuwait (NBK) was awarded the “Best Retail Bank in Customer Services in Kuwait” for the ninth year in-a-row during the Service Hero Awards for the year 2019.
The award was presented to NBK during the ceremony held by Service Hero and attended by NBK’s Consumer Banking Group which were: Head of Branches Ghadeer Al-Awadhi, Senior Manager in Branch Management Hamad Alwera, Executive Manager of Call Center Tamer Allam, Senior Manager in Customer Experience Eman Hussain, and Manager of Contact Center Mohammed Mansour, in addition to officials from leading companies operating in various service industries in Kuwait.
Service Hero is a 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 for “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.
Commenting on the new award earned by NBK, Ghadeer Al-Awadhi, Head of Branches, National Bank of Kuwait said: “We aim to reach the highest level of customer satisfaction by ensuring we provide unique and advanced banking services and products that meet the aspirations of our customers. This is why we are constantly connecting with our customers to learn more about their specific needs. We also conduct multiple studies and surveys on all our products and services before their launch to ensure that they satisfy the needs of our customers while implementing the most advanced standards available globally.”
Al-Awadhi added: “Our strategy for digital transformation has significantly contributed to the increase in customer satisfaction, and specifically in our digital products and services. Customer satisfaction from our NBK Mobile Banking App alone increased to 95% in 2019 following the series of enhancements and 17 new services introduced on the application throughout the year.”
“We have a clear strategy that is being implemented by a team of professionals working in an ambitious environment where coordination between departments is at its highest level for customers to provide the best services and enrich the banking experience of our customers,” Al-Awadhi noted.
She concluded that NBK is focused on motivating its employees so in turn they can provide the best level of services to customers. The bank does not only rely on traditional training courses, but also adopts new methods of communication to enable employees to gain the best experiences in modern and out of the ordinary methods.
NBK recently introduces new advanced banking services and products that meet a high level of quality and received customers’ satisfaction. These services include the new updates to NBK Mobile Banking App and many advanced e-Payments services.
Results of the Service Hero Index awards can be reviewed at the following website link: https://www. servicehero.com/ar/?country=kw
NBK officials receiving the Best Retail Bank in Customer Services in
Kuwait 2019.