Souqalmal.com,
the leading personal finance and insurance comparison website in the United Arab Emirates (UAE), recently surveyed around 1,500 bank consumers in the UAE and
published its annual bank satisfaction index, which rates how much
consumers like their current bank.
“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.
