Emirates Islamic awarded for ‘Most Improved Branches’ in 2017 Customer Experience Benchmarking Index Awards

Wednesday 21 February 2018
Dubai - MENA Herald:

Emirates Islamic, one of the leading Islamic financial institutions in the UAE, won the ‘Most Improved Branches’ award at the 2017 Customer Experience Benchmarking Index Awards, conducted by Ethos Integrated Solutions.

The bank was recognised for the enhancements in customer experience made to its branch network in 2017. Having launched its new branch concept in 2015, the bank has worked over the past years to significantly reduce its branch transaction turn-around-time (TAT), implement a complaint management system which addresses feedback gained from customer insights, and train staff and branch ambassadors in outstanding service management.

Commenting on the honour, Jamal Bin Ghalaita, Chief Executive Officer – Emirates Islamic said, “We are immensely pleased to be recognised for our efforts to offer customers a modern branch experience. Our new branches enable customers to conduct transactions quickly and efficiently, enhancing their banking experience.”

Wasim Saifi, Deputy CEO - Consumer Banking and Wealth Management, Emirates Islamic added, “Over the past few years, Emirates Islamic has driven a transformation programme within both customer-facing and back-end processes to make banking simpler and easier. Looking ahead, we will continue to focus on technological innovation and service training to make the branch experience a seamless and efficient one for our customers.”

In addition to the transformation of its physical branches, the bank has taken major strides in the digitalisation of its banking services as part of a long-term strategy to cater to a growing population of millennial customers, and shift the majority of its transactions towards digital online and mobile platforms. In the past year, the bank launched QuickRemit, an online funds transfer service that will enable customers to remit money within 60 seconds and a revamped mobile banking app which includes 25 new services offering a power-packed high-performance experience. The bank was also one of the first financial institutions in the UAE to bring Apple Pay and Samsung Pay to its customers.

“As a digital leader in the UAE’s Islamic banking sector, Emirates Islamic will continue to focus on the migration of our customers to digital channels, in line with the Smart Dubai agenda of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai,” added Bin Ghalaita.

Ethos Integrated Solutions delivers integrated customer service solutions which include the Retail Banking Customer Experience Benchmarking Index, giving banks a methodology to benchmark service quality. The annual Index is carried out by a team of trained and experienced researchers who focus on real scenarios that a prospective customer would face when using a branch, call center or website. Banks are evaluated on reliability, assurance, responsiveness and empathy using Ethos Integrated Solutions’ proprietary value moments principles. The organisation’s annual Service Olympian Awards recognise outstanding organisations in Customer Experience and Employee Engagement.

The recognition from Ethos Integrated Solutions comes in a series of accolades received by Emirates Islamic for 2017 including ‘Most Improved Website’ and ‘Best Social Media Reach’ at the Service Olympian Awards; ‘Best Savings Account’ and ‘Best Islamic Premium Card’ at the Banker Middle East Product Awards; the title of ‘Service Hero” in the Islamic Banking category of the Service Hero Index and ‘Islamic Personal Finance Provider of the Year’ by YallaCompare.

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