Tirad Mahmoud, ADIB's CEO receiving the award from Ethos Consultancy
Abu Dhabi Islamic Bank (ADIB), a top-tier Islamic finance institution, was named UAE’s ‘Overall Top Bank in Customer Service’ at the 7th Annual Bank Benchmarking Index for service excellence by Ethos Consultancy. Over the years, ADIB has made a consistent and continuous journey towards the top rank. From being ranked 23rd in 2008 to 18th in 2009 and 3rd in 2010 when it was judged to be the most improved bank in customer service.
ADIB also won top rank as ‘Best Islamic Bank in Service Excellence’ in the UAE and was voted ‘Best Branch. ADIB was chosen from among many conventional and local banks researched all over the UAE.
Delighted at the bank’s top overall rank in customer service, Tirad Mahmoud, CEO of ADIB said: “Our brand is all about delivering excellence in customer experience and the ADIB team has exceeded all expectations in achieving this milestone. Over the last three years, since we embarked on our new vision, we have expanded our branch network to 66, quadrupled the number of ATM’s and revamped our call centre to world class standards. We have introduced new ways to make banking simple and easy for our clients such as new mobile and online services, unveiled a new branch concept, improved processes and invested heavily in training our staff. All to deliver on our core brand promise - banking as it should be.”
“We are overjoyed that our effort has been recognized, I congratulate the ADIB team on this achievement and acknowledge their insightful planning, flawless execution and dedication to our Shari’a inspired values of simplicity, transparency, mutual benefit and hospitality.” added Tirad.
ADIB was recognised for its superior standard in customer service across the delivery channels of branches, call centre and website. The customer experience was evaluated to determine whether service delivery met five key variables of service provision - reliability, responsiveness, assurance, empathy and a well equipped service environment.