5th UAE Benchmark Banking Study By ETHOS consultancy

We were joined in studio by Ryan McMaster and Joshua Beckwith, from Ethos Consultancy for a recap of the banking benchmark study.


http://www.ethos.ae/products/customer-service-benchmarking-studies.aspx

Bank Benchmarking Study

2009 marks the 5th anniversary of this study. The Bank Benchmarking Study (BBS) offers an insight into the performances of retail banks operating in the UAE with regards to response time and service quality that retail banks deliver through all channels.

Carried out by trained and experienced researchers and shoppers who focus on real scenarios whereby a prospective customer approaches a retail bank via three channels: branch, call center or website. These channels are then evaluated on key differentiators that define customer experience at a bank and include interpersonal performance, response time, service quality and satisfactory outcome.

Approximately 40,000 responses are analysed each year. 1,500 visits cover the 29 banks included in the study, with 80 different criteria being measured. Each year Ethos announces and awards the category winners, which include: Best Bank Overall, Best Islamic Bank, Best International Bank, Best New Bank, Best Call Centre Performance and Best Website Response Performance.