BBS 2009 - Website Performance

During the study Ethos researchers submitted 270 enquiries through bank websites. Banks’ websites are still underperforming with a meager 0.3% increase on the 2008 score. Although most banks scored highly on website access, navigation, information and visual appeal, only 30.2% of enquiries submitted via websites received a follow up call or email from a bank. This ‘response to enquiries’ metric has dropped 4.5% on the 2008 study showing that UAE retails banks have a long way to go in terms of addressing customer service through their online channels. For the second year running, Best Website Performance was won by First Gulf Bank.

Website Performance Highlights

• 66% of the potential customers who were able to submit their enquiry, did not receive an automated email thank them for their inquiry.
• 34% of the potential customers who posted their enquiries were not contacted within 2 working days
• 57% of the potential customers were not happy with the service as they would not recommend the website to their friends and families.