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RAKBANK scores top position again in Service Quality Awards
The results of the 3rd Annual Ethos Service Quality Bank Benchmarking study are out and not surprisingly RAKBANK has for the second year in a row maintained its position as the Overall Best Performing Bank.
Ethos Consultancy are the global leaders in implementing customer service excellence and annually conduct the Service Quality Bank Benchmarking Study which promises to be the most comprehensive study of the UAE Retail Banking Sector. The study which is in its third year is carried out by trained and experienced researchers who focus on real scenarios whereby a prospective customer approaches a retail bank via three channels: branch, call center or website. These channels are then evaluated on two key differentiators that define customer experience at a bank: response time and service quality.
According to the study, there has been a downward trend in customer service from the majority of banks when it comes to their branch performance with the exception of RAKBANK which has outdone their competition by a distance.
During this year's study Ethos researchers visited 840 branches, made 840 telephone calls to bank call center's and visited bank websites 810 times. Overall, there were 86 questions asked and 2,490 surveys conducted therefore a grand total of 71,610 responses were gathered and analyzed across 28 banks!
According to Ethos Consultancy, “In terms of response time, customer service and engaging with prospective customers; RAKBANK are setting the benchmarks that others have to follow. To achieve the same level of customer service provided at RAKBANK branches, other banks have a long way to go. RAKBANK are clearly heading the pack in this regard, and their consistency over the past 3 years is a strong show of commitment towards their customers.”
“Winning the Ethos award again for excellence in service quality is testament to RAKBANK's philosophy of creating an environment where we listen to what customers say, and keep the customer at the centre of everything we do. This achievement would not be possible without the constant encouragement and positive feedback from our customers and relentless effort from each and every team member at RAKBANK” said Graham Honeybill, General Manager, RAKBANK.
RAKBANK was ranked as the overall Top Performing bank in Branch Visits, ATM Machine Category, Customer Service Staff and Teller categories.
“Building the customer experience by consciously focusing on products & services that our customers need, and by bench marking ourselves continuously with competition by observing the highest standards of service excellence has been the success formula for RAKBANK” commented Graham Honeybill, General Manager, RAKBANK.
RAKBANK is the National Bank of Ras Al-Khaimah. It was founded in the emirate of Ras Al-Khaimah on June 15th, 1976. Over the ensuing years the bank has grown and flourished and now has a significant retail banking business throughout the UAE. The Bank continues to maintain its leadership position by expanding the base of its groundbreaking products and services through a young team of business innovators setting new standards in the banking industry within the region. RAKBANK…simply better!
