Customer Experience

Customer Experience

ADCB strives to meet the ever-evolving needs of our stakeholders through a business model focused on strategic innovation and service excellence, where the customer is at the core of our strategy. 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.

Digital Transformation

In 2017, ADCB updated its strategic vision to "Create the most valuable and resilient bank in the UAE," by leveraging data and analytics with digital growth and efficiency. We transformed and upgraded our core banking system to migrate and consolidate many complex systems into a single, fast, agile and secure platform, which enables us to enhance the customer experience.

Our commitment to provide superior customer experience and build loyalty, is measured through the Net Promoter Score (NPS)** which enables us to listen to our customers, learn from their feedback and act in real time.

Net Promoter Score (NPS)

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?"

The results have been positive year on year, and ADCB has maintained a high NPS.

We were honoured to receive several recognitions for our efforts in the areas of business excellence and innovation in 2016-2017, including:

  • Mohammed Bin Rashid Al Maktoum Business Innovation Award and Outstanding Award for Business Innovation 2017 
  • Customer Experience and Research in the category of ' Best Insight and Feedback - Listening to Customers to Create an Impact' at Gulf Customer Experience Awards 2016 
  • Operational Excellence framework 'SIMPLean' in the category of 'Best Business Change or Transformation - Delivery of a Great Customer Experience Through Change' at Gulf Customer Experience Awards 2016
  • Contact Centre in the category of 'Best Contact Centre in the Region' at Gulf Customer Experience Awards 2016

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* 
  • 23% decrease year on year in total customer complaints *

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.

* as at 31 Dec 2017
** "Net Promoter Score" and "NPS" are trademarks of Satmetrix Systems Inc., Bain & Company, and Fred Reicheld.