Abu Dhabi Islamic Bank (ADIB) has been named the UAE’s ‘Best Overall Bank’ in customer service at the 2013 Bank Benchmark Index Awards.

The bank’s website was also voted the ‘Best Overall Website’ in the UAE, said a statement.

The awards were given after the organiser, Ethos Consultancy, researched a number of conventional, local and international banks in Abu Dhabi, Dubai and Sharjah.

The Bank Benchmark Index (BBI) Awards were created to recognise banks that value customer service and strive for service excellence.

ADIB’s customer service was rated highly for its initiatives to improve technology, mobile banking and enhancing service levels by its staff. It has also expanded its channels and branch network to allow customers easy access to its services.

Tirad Al Mahmoud, CEO, said: “At ADIB, we demonstrated how serious we are about customer-centric behaviour in line with our promise to provide customers with ‘Banking as it should be’.  It is the close relationship that we have with our customers, the dialogue about their needs that helped us earn this accolade for the third time in a row.”

The bank has introduced new ways to make banking simple and easy for its customers such as new mobile and online services, dedicated social media channels and a new branch concept.

The customer experience was evaluated to determine whether service delivery met seven key variables of service provision, namely reliability, responsiveness, assurance, empathy, a well-equipped service environment, complaint management and customer loyalty. - TradeArabia News Service