ADIB awarded customer experience certificate by the ICXS

ADIB awarded customer experience certificate by the ICXS

A specialized team of evaluators from the BSI had conducted field visits to ADIB headquarters and Sheikh Zayed Road branch in Abu Dhabi to review the systems and methodologies applied in the bank and the results achieved in the field of customer service.

Sameh Awadallah, Acting Global Head of Retail Banking at ADIB, commented: “We are proud to receive an outstanding score that reflects our commitment to our customers to providing the highest quality service. Obtaining this certificate came as a result of an integrated team effort from all the bank's departments. Key factors that contributed to the positive score were the commitment of management towards enhancing customers’ experience, monthly review of service performance, focus on digital experience and channels, competency within the Customer Excellence Team, and openness and transparency in data collection mechanisms.”

Maher Al Riz, Head of Customer Excellence Group at ADIB, said: “The ICXS certificate comes in line with the bank’s strategy in serving customers, which focuses on several levels, the most important of which are the culture of excellence in services, listening to the our customers, improving the customer experience in all service delivery channels, and improving the products and services provided by the bank. This is through