Dubai Islamic Bank (DIB) received the Best Islamic Bank Award and the Best Call Centre Award from Ethos Consultancy, which is the region’s leading provider for benchmarking, mystery shopping, customer satisfaction surveys and brand audits.
Accepting the awards on behalf of the bank’s management was Khaled Kamda, CEO of DIB and Managing Director of the DIB Group. Also present was Robert M Keay Managing Director, Ethos Consultancy, and Dalya Gomaa Vice President – Sales and Marketing, Ethos Consultancy.
The study included 28 banks and the benchmarking process involved branch visits, website contact and call centre calls. The study is carried out each year by trained and experienced researchers who focus on real scenarios whereby a prospective customer approaches a retail bank via three channels: branch, call centre or website. These channels are then evaluated on two key differentiators that define customer experience at a bank: response time and service quality.
Within the best Islamic bank category, Dubai Islamic Bank came out on top. The best call centre for this year also went to Dubai Islamic Bank. According to the study, the bank has improved considerably from the previous year with a response rate of less than one minute for all calls.
Khalid Kamda said: “These awards reflect DIB’s leadership in the banking field and its commitment to invest in enhancing distribution channels and technology. The best call centre award represents the fruit of the bank’s progress and confirms the quality of the bank’s products and services that meet the growing demand of our customers. “
He concluded: “The electronic banking services offered by DIB have developed significantly during the past few years. These services have consolidated the bank’s premier position in the electronic banking services area “
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