Souqual.com releases bank satisfaction index in United Arab Emirates
"The aim of the survey is not just to understand how satisfied bank customers are, but also to uncover what factors influence customer satisfaction,” Ambareen Musa, founder and CEO of Souqalmal.com, said. “The Bank Satisfaction Index provides banks with constructive feedback to help them tap into the pulse of the market and work towards resolving the biggest concerns that customers have."
According to the survey, 25 percent of respondents said they would actively recommend their bank to others, representing a nine percent drop from the previous year. Another major finding in the survey is that customer service greatly determines customer satisfaction.
"The survey highlights the gaps in the customer experience journey, and banks can use this knowledge to design products and deliver service that is sure to delight the customer, and in turn boost customer loyalty towards their primary bank," Josiane Assaad, director of communications at Souqalmal.com, said.