| 
RAKBANK Crowned ‘Best Overall Bank’ in UAE
RAKBANK announced that it has been named ‘Best Overall Bank’ in customer service in the UAE for the fifth consecutive year in an independent study of the UAE retail banking industry.
The 6th Annual Service Quality Bank Benchmarking Study, conducted by service specialists Ethos Consultancy, has recognised RAKBANK from among 21 national and foreign banks for its superior standard in customer service. RAKBANK led the way among the banks in its customer service performance particularly in its branches, corporate website, and complaint management system, and has even topped the list as the most highly recommended bank in the country.
The annual study is carried out by trained and experienced researchers who focus on real scenarios a prospective customer would face when using banks’ traditional and alternative delivery channels, including visiting a branch and using the Call Centre or website. This year, complaint management and customer loyalty were added to the survey categories to better gauge customer satisfaction.
“RAKBANK is delighted to be recognized as the number one bank in the UAE in service excellence for the fifth year running,” said Graham Honeybill, RAKBANK General Manager. “This award is a testament to the Bank’s dedicated staff and their continuous effort to meet the Bank’s high standard for service quality, which is bolstered every year to ensure ongoing service enhancement.”
Staying true to its mission for high quality service, RAKBANK continuously exceeds its high service standards in answering phone calls, talking to a customer over a cash counter, responding to a complaint, and facilitating transaction processes. These standards are measured by staff internally, by mystery shoppers or even by third parties. RAKBANK’s monitoring system is constantly reviewed to check its efficiency in identifying, at any given time, its customer satisfaction levels are highlighting areas that need immediate action.
Additionally, the Bank spared no effort in 2010 in intensifying communication efforts and maintaining high visibility in the market. “This year witnessed a recovery in the UAE market and RAKBANK saw this as a chance to regain customer confidence in the banking industry and prove its commitment to customer satisfaction,” added Honeybill. Consequently, major improvements have been made to the Bank’s corporate website to facilitate customer feedback and Online Banking services.
In addition, 2010 also saw the venture of the Bank into social media to provide wider and more convenient communication channels for customers. RAKBANK is the first bank in the region to extend timely help and support to its customers via Twitter. The bank has also created more rigorous marketing strategies, displaying 360 degree advertising campaigns around the UAE and on social platforms.
“With a successful foundation in service excellence acknowledged over the years, RAKBANK is relentless when it comes to providing top of the class customer service, and we are continuously looking at news ways and channels to underline our commitment,” concluded Honeybill.
