Emirates NBD awarded for 'Best Customer Service Research Programme' in the UAE

1 Min | 07 October 2013

Emirates NBD awarded for 'Best Customer Service Research Programme' in the UAE

Wins award at the 2013 Service Olympian Awards organised by International Customer Service Institute

Dubai, October 7, 2013: Emirates NBD, a leading bank in the region, recently won the award for the "Best Customer Service Research Programme" in the UAE, at the Service Olympian Awards 2013. Emirates NBD won the award, through demonstrating the existence of an effective customer research programme which not only gathers quantitative evidence of the levels of customer satisfaction but also seeks to gain a deeper understanding of the needs of their customer groups, with the joint aims of delivering higher levels of service quality and greater customer satisfaction, leading to an operational and/or financial competitive advantage for the organisation.

"Emirates NBD understands the importance of providing an exceptional customer experience as a foundation for success, and we go out of our way to ensure we are listening to the feedback, not only of our external customers, but also stakeholders including internal customer support units," said Vikram Krishna, Head – Group Marketing & Customer Experience, Emirates NBD. "We are honoured to win the award in the Best Customer Service Research Programme category, as this is clear recognition of our long-term, well-planned customer focused strategy. Customer focus and service excellence are two of our core organisational values, and we continuously aim to set new benchmarks for these."

Emirates NBD's customer service strategy focuses on four key pillars: transactional ease, proactive services, convenience of access and service culture and perception. Research is carried out across various programmes including a monthly internal and external customer satisfaction survey, monthly mystery shopping exercise, on-going brand indexing as well as a bi annual brand health and equity survey.

The bank was recognised at the Service Olympian Awards 2013, which have been developed by the International Customer Service Institute to recognise public and private sector organisations that have implemented outstanding customer service programmes across the world. The UAE chapter of the awards comprises 12 categories, which are judged by a panel of international industry experts, business leaders and academics, who assess all entries against the official International Standard for Service Excellence criteria.

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