Service Hero Awards 2020

Boubyan Bank Maintains Its Top Position across All Sectors for the Fifth Year & the Tenth among Islamic Banks

Boubyan Bank stayed at the top of customer service in Kuwait by winning two awards from Service Hero, the international consumer-driven customer satisfaction index, namely, the first place in customer service across economic sectors in Kuwait for the fifth time and the Best Islamic Bank award in customer service for the tenth year in a row since 2010, in addition to the Decade’s Award for the best Islamic bank by Service Hero for a complete decade.

Commenting on the bank’s continued excellence and leadership in customer service, Boubyan Bank's Deputy CEO, Abdulla Al-Tuwaijri said: "When we first won the award ten years ago, our main challenge was how to maintain such superiority and keep that level of outstanding services up to our customers' expectations."

"We all know that reaching the top is easy, however, maintaining this position is much harder, or nearly impossible sometimes. However, thanks to Almighty Allah, then to our human resources and our customers' confidence, we succeeded in maintaining our top position.", Al-Tuwaijri elaborated. 

He went on to add: “Despite the huge number of Boubyan Bank's customers and their constant increase, our customer service levels have not gone down or been compromised as a result of this increase, which always poses a new challenge for employees to maintain the same levels of service.”

Moreover, Al-Tuwaijri explained: “Customer service is a well-established concept and an integral part of the bank’s culture. It is no secret that almost all competitors offer similar products and services, however, the excellence and outperformance come through service and the way of dealing with customers, especially in Kuwait where customers have high expectations.”

He elaborated: “Customer service necessitates that the bank staff continue providing the highest levels of service, while enhancing the same constantly in a manner that maintains the confidence of customers and gives them the edge compared with other financial institutions. Customer service challenges are increasing day-after-day, and this brings more responsibilities to the doors of various departments of the bank.” 

Reasons for Selecting Boubyan Bank

Boubyan Bank’s choice by Service Hero relied on a group of criteria they followed during a survey, which extended over a period of one year among consumers who evaluated companies on a scale of 10 against their service-level expectations prior to actual experience, and their satisfaction following the customer-service experience.

The evaluation relied on many elements such as staff’s attitude, location of the bank, speed of service, confidence in the product, quality of service or product, value for money, the contact center, and the website of the bank. Service Hero’s survey implements a strict protocol to confirm the identity of consumers who take part in the survey.

Al-Tuwaijri added: “One of Boubyan Bank’s Values which we seek to instill in our staff is (Customer Focus). Also, since 2010, the bank has been focusing on customer service as the basis of success side by side with excellence of services, products as well as the banking and financing solutions offered by the bank in compliance with the principles of Islamic Sharia.”

“Perfection of work and service is the main pillar of customer service, especially when we observe the accomplishments of the bank over the past years which witnessed the increase of its market shares, coupled with the bank’s ambitions towards more achievements in the future. We stress that customers are among our priorities, so, we listen to them and conduct surveys to hear their voice; this is the most significant factor for our assessment since customers’ feedback is the main driver of any improvement sought by any organization.”, Al-Tuwaijri elaborated.

Al-Tuwaijri concluded by adding that one of the remarkable things about Service Hero’s awards was that they came from an institution renowned for its competence, expertise, and fairness, especially that the awards were based on studies and consumer surveys that covered a large number of customers representing various segments in Kuwait in addition to the competition with well-established players in the Kuwaiti markets who enjoy vast experience.”