ADCB has advanced three additional ranks to #2 in the CEE survey, confirming its significant progress from last year’s report. The bank has demonstrated improved financial performance from last year with growth in profits in the first half of 2023 partly driven by the expansion of its customer base that could be attributed to strategic partnerships and commitment to digital innovations that seem to be central to ADCB's customer experience improvement. ADCB leads the market in two areas, scoring #1 in both the Integrity and the Personalization pillars as per the consumer survey.
Customers frequently praise the bank's customer service, describing it as "excellent," "helpful," and "polite". The customer service staff is noted for being good at resolving problems and providing timely responses. According to metrics from the previous year, the bank resolved an impressive 93% of customer issues within a three-day window. This is achieved by the use - for instance - of a real-time dashboard to ensure rapid service improvements and effective service recovery.
ADCB's product portfolio is another area where the bank excels. From personal and vehicle loans to credit cards, customers appreciate the bank's diverse offerings, which cater to different needs. A recent collaboration with food delivery platform Talabat resulted in a co-branded credit card, offering maximized rewards for daily orders and purchases. This aligns well with the bank's aim to provide value-added services to its customer base.
Technology also plays a pivotal role in ADCB's customer-centric approach. The bank's mobile application has been lauded for its user-friendliness, speed, and reliability. Last year, the app was updated to include features like biometric authentication, digital wallet, and remittance tracking capabilities, further enhancing its functionality and user experience. This year, ADCB has partnered with the digital bank Nomo to allow UAE residents to open UK-based Shariah-compliant multicurrency current and savings accounts.
Operational efficiency is another hallmark of ADCB's success. Whether it's applying for a loan, opening a savings account, or dealing with paperwork, customers commend ADCB for its quick, efficient, and smooth processes. The bank has automated various processes to reduce response times which has been particularly beneficial in expediting customer requests for credit card limit changes and loan deferments.
Security and trustworthiness round out ADCB's comprehensive approach to customer satisfaction. Proactive measures, such as calls to confirm suspicious transactions, have instilled a sense of reliability among customers. Transparency and clarity are maintained through continuous review of all documentation related to products and services.
It is worth highlighting that ADCB's corporate strategy prioritizes customer service, guided by key metrics like NPS. This focus is overseen by a governance structure, including a CEO-led Customer Experience Executive Forum and specialized sub-committees that consider customer feedback and complaints.
ADCB's rise in the KPMG Customer Excellence rankings is testament to its holistic approach to customer satisfaction, one that combines excellent service, diverse product offerings, technological innovation, operational efficiency, and a strong focus on security and trust.
Customer quotes
My experience with ADCB has been very good. They offer good promotions, services, and their customer care is helpful. I've had a good experience with them compared to other banks.
I am using ADCB for savings or payments. I enrolled for life insurance with them.
Their customer service is one of its kind. It is easy to use their application on mobile. Fast and reliable. I would recommend it to family or friends.
