BBK, Bahrain’s pioneer in retail and commercial banking won the prestigious award “Best Customer Experience Overall Website” in the 10th Annual Customer Experience Benchmarking Index 2014 that took place in Dubai last month.
Over the past years, BBK has been adopting the latest IT technologies and has continuously upgraded its website providing ease of use and more security for the clients. The Bank was the first local Bank to introduce comprehensive e-banking solutions and continues to be a pioneer and a market leader in its delivery channels.
Customer Experience Benchmarking Index 2014 (CEBI 2014) is the most extensive customer experience benchmarking study in the GCC and has benchmarked 63 of the GCC’s Retail Banks across three delivery channels namely Branches, Call Centre & online plus 11 Exchange Houses in the UAE across two delivery channels namely Branches and Call Centres.
Mr. A.Karim Bucheery, BBK’s Chief Executive said:” I am very pleased to see BBK winning such a prestigious award; and to have the Bank leading in the Customer Experience through its website channel. We were the first local Bank in the Kingdom of Bahrain to launch an internet banking website and we would like to continue to be the innovators in the Bahraini/GCC competitive market with a continued focus on alternative banking channels. Recently we were also awarded for the Best Retail Bank in Bahrain by Global Banking and Finance Review, which is another achievement that demonstrates the Bank’s dedication to its customers. I would like to dedicate this award to our shareholders who have put the trust in us and to all of our hardworking employees without whom we wouldn’t have materialized these awards and finally to our customers, for whom we will constantly strive to offer them the best banking experience.”
Ali Ehsan, Chief Representative, BBK Dubai Representative Office received the award on behalf of BBK in a ceremony that took place in December, 2014 – at Burj Al Arab in Dubai.. It was organized by Ethos Integrated Solutions who had professional researchers make 1,260 branch visits, 756 call center calls and 504 website interactions, providing a total of 66,276 answers related to customer experience in the GCC.
The Customer Experience Benchmarking Study for Banks commenced in 2005 with the aim of providing the retail banking industry with a methodology of benchmarking their products and services against the competition to drive continual improvement. Over the years, the study has developed into a strategic benchmarking tool and has enabled banks to dramatically improve their service provision.
This award compliments the Bank’s strategy to offer innovative and competitive products and top-of-the-line services to its clients. With seven financial-malls and nine branches in locations carefully selected around the Kingdom to ensure close proximity to every citizen and every resident to access an array of banking solutions that suit their needs. BBK has also made sure to take on board and implement the latest IT technologies where banking is at a touch of a button.