QNB has won the “Best Customer Experience – Overall Bank in Qatar” and “Best Customer Experience – Overall Branch in Qatar” awards from Ethos Integrated Solutions during the 10th Annual Customer Experience Benchmarking Index ceremony held in Burj Al Arab Hotel in Dubai.
QNB Group GM Retail Heba al-Tamimi said, “These prestigious awards reflect our commitment to deliver the highest level of customer service. We continue to finding innovative, creative and compelling new ways to engage with customers in a fast and efficient way.”
The Customer Experience Benchmarking Index 2014 (CEBI 2014) is an extensive customer experience benchmarking study in the GCC, which aims to provide the retail banking industry with a methodology of benchmarking their products and services against the competition to drive constant improvement.
Ethos Integrated Solutions uses professional researchers to focus on real life scenarios of a prospective customer using the bank and exchange house services by visiting and testing the service provided in its customer delivery channels namely branches, call centre, and online.
The studies, which were conducted between May and November 2014, were based on evaluating four key variables of service provision: reliability, responsiveness, assurance, and empathy.
QNB Group currently operates in 26 countries across three continents. The bank was recently recognised as “Best Bank in The Middle East” by Euromoney Magazine.
It also received the “Best Bank in Qatar” and “Best Bank in the Middle East 2014” awards from the Banker Magazine. QNB maintains its recognition as “One of the World’s Top 50 Safest Banks” by the Global Finance Magazine.