Commitment to customer support and satisfaction results in 35% decrease in customer complaints

Kuwait, 29 January 2020: As part of its continuous efforts to improve its customer service experience, Gulf Bank has spearheaded a variety of efforts and improved major processes, demonstrating the Bank’s ongoing commitment to customer support and satisfaction. In implementing a number of customer care efforts, Gulf Bank effectively decreased customer complaints by over 35% during 2019 as part of a multi-faceted approach that enhanced major systems and improved various processes throughout the year.

In an effort to further enhance customer satisfaction, Gulf Bank underwent major systems enhancements, effectively providing customers with a more tailored banking experience. Gulf Bank customers are now more likely to have products recommended to them based on their profiles and preferences. As part of these efforts, the Bank also shifted its focus to customers residing outside of Kuwait, improving their banking experience through the various channels available to them.

Commenting on Gulf Bank’s customer care achievements, Ms. Shatha Al Zaid, Assistant General Manager of Service Quality & Complaint Management at Gulf Bank, said: “We are proud to witness a variety of accomplishments in our customer service division, as demonstrated by our ongoing commitment to customer support. Through a combination of efforts, we have proudly improved our service experience at every customer touchpoint at Gulf Bank, from our branches to our customer call center. At Gulf Bank, we believe that customer care is a vital part of driving business success, and we are proud to demonstrate an exceptional commitment and unique approach to customer excellence. We are proud to wrap up 2019 with customer care scores that reflect our progress in improving the Gulf Bank experience, and are already in the process of launching even more initiatives in 2020.”