ADCB is the top financial institution in KPMG’s “Customer Experience Excellence” report
Abu Dhabi Commercial Bank (ADCB) ranks amongst the top five brands in KPMG’s latest UAE Customer Experience Excellence Report, in recognition of the Bank’s core focus on providing a market-leading, digitally enabled banking experience.
The KPMG report, which is based on an extensive customer survey, listed ADCB as the only financial services company among its “UAE top 10 customer experience champions” – a league table that includes both national and global brands. The report cited ADCB’s superior front-end digital capabilities, its loyalty programme, and the Bank’s outstanding approach to combining digital and in-person support for an effective and rewarding customer experience. In 2022, the Bank’s overall net promoter score (NPS) increased three points, while the customer base for the Retail Banking Group increased by more than 15%.
Ala’a Eraiqat, Group Chief Executive Officer of ADCB, said: “Customer service excellence is a key differentiator in the highly competitive banking landscape, and ADCB’s exceptional ranking in the KPMG report is a deserved recognition of the commitment of our employees to go above and beyond every day. We are grateful for the trust that our customers place in ADCB, and we know that maintaining high quality service requires an unrelenting effort and commitment. The Bank is therefore investing significantly in its people and digital technology, while operating a robust process that incorporates customer feedback to deliver continuous improvement.”
Continuous investment in digital platforms is also enhancing customer acquisition and engagement. In 2022, registrations for ADCB’s mobile banking subscriptions reached over 1.2 million and the Bank welcomed more than 250,000 new customers through its “Hayyak” app.
KPMG’s Customer Experience Excellence Report considers the views of more than 89,000 customers on their experiences with brands. ADCB’s approach to customer service excellence is built on understanding and anticipating the changing needs of its customers. The Bank drives concrete action through regular forums, and by integrating service metrics into the Key Performance Indicators of every employee at ADCB.
