BBS 2009 - Branch Performance

During the 2009 Bank Benchmarking Study Ethos researchers conducted 675 branch visits to a total of 27 UAE retail banks. Overall performance of bank branches has increased from 70.1% in 2008 to 80.1% in 2009. The biggest area of growth in branches was the performance of the customer service advisor when interacting with customers, jumping up 12.7%. Customer service advisors are more knowledgeable and better equipped to handle enquiries than ever before. Best Branch Performance was won by RAKBANK.

Branch Performance Highlights

• 48% of potential customers who visited the branch stated that not all staff were identified by their name.
• 50% of the staff who attended customers inquiry did not offer to cross sell other products and services.
• 20.5% of the Customers who visited the Teller were not greeted.
• Only 17% of the customers were not satisfied with the service they experience and would not recommend.