Customer Experience

Customer Experience

ADCB strives to meet the ever-evolving needs of our stakeholders through a business model focused on innovation and service excellence. We have developed an innovative, award-winning online banking system to create smooth and effective banking experiences for our customers and business partners. We back our products, services and operations with a culture of service excellence that emphasises listening to and responding to customer feedback. Great customer service differentiates ADCB from competitors and enables us to build long-term partnerships based on trust.

Fast Feedback Improves Customer Satisfaction

ADCB developed a Fast Feedback Loop system to promote increased customer satisfaction—and ensure we consistently fulfil our service level agreements. An outsourced agency calls ADCB customers to enquire about their experience with the Bank and immediate action is taken if required.

Facts & Figures:

  • 100% of total customer complaints resolved*
  • 94% of complaints resolved within 3 days*
  • 36% decrease year on year in total customer complaints *
  • 31.1% decrease year on year on total customer complaints on mischarging *

Voice Authentication Makes Banking Easy and Secure

ADCB's innovative voice biometrics technology aims to enhance the everyday banking experience by making banking transactions via phone or mobile devises easy and secure. Customers simply speak their passphrase into their device and the technology matches the spoken phrase against the customer's registered voiceprint. This system also helps prevent fraud and reduces the Bank's overall customer service costs.

Diverse Delivery Channels Increase Access

ADCB promotes accessibility, convenience and seamless banking by encouraging current and prospective customers to use our diverse product delivery channels. Customers who adopt such alternative channels as ADCB Personal Internet Banking and ADCB Mobile SMS Banking services spend less time accessing our banking services and experience improved customer service.

Net Promoter Score**

The Bank introduced the Net Promoter Score in 2013 to elevate quality and simplify solutions to enhance the customer experience. Net Promoter Score is a simple but powerful metric to measure customer loyalty and advocacy. It is based on a single question: "On a scale from 0 to 10, how likely are you to recommend ADCB to a friend or a colleague?" In 2016, ADCB maintained a high NPS.

We were honoured by the Gulf Customer Experience Awards 2016 for our exceptional customer experience across the region and various industry verticals, with recognition for our:

  • customer experience and research in the category of ' Best Insight and Feedback - Listening to Customers to Create an Ompact'
  • operational excellence framework 'SIMPLean' in the category ' Best Business Change or Transformation - Delivery of a Great Customer Experience Through Change'
  • Contact Centre in the category of 'Best Contact Centre in the Region.'

* as at 31 Dec 2016
** "Net Promoter Score" and "NPS" are trademarks of Satmetrix Systems Inc., Bain & Company, and Fred Reicheld.