Abdullah Al-Majham: Boubyan Bank is the only banking institution in Kuwait that has maintained this position for consecutive years.

Boubyan Bank has consolidated its leadership position in customer experience after receiving several awards from Service Hero, a customer satisfaction survey. This achievement adds to its track record of successive accomplishments in the Islamic banking sector in Kuwait. The bank was named Best Islamic Bank in Customer Service for 2024. The bank was also honored with a special award for winning the "Best Islamic Bank in Customer Service in Kuwait" category for the fifteenth consecutive year.

Boubyan Bank is the only banking institution in Kuwait to have maintained this status for a decade and a half, reflecting its continued excellence and confirming that customers' confidence in its level of service and communication, which both meet and exceed their expectations, is the fruit of a long-term commitment to a culture that prioritizes the customer at every stage of business and development.

On behalf of Boubyan Bank, the awards were received by Abdullah Al-Tuwaijri, CEO of the Private, Personal and Digital Services Group, and Abdullah Al-Majhim, Deputy CEO of Private and Personal Banking Services, in the presence of Faten Abu Ghazaleh, CEO of Service Hero, and a number of members of the bank's executive management, during the 2024 Customer Satisfaction Measurement Awards ceremony.

Excellence and sustainability

Commenting on this achievement, Al-Majhim said, "Winning an award for customer service is a commendable accomplishment, but maintaining the lead for fifteen consecutive years, in light of the intense competition we are witnessing, is the true excellence that makes a difference and builds trust. These awards represent a true reflection of our ongoing commitment to providing a distinctive banking experience for our customers, and are a new recognition that adds to our long record of achievements in the quality of customer service."

He added, "At Boubyan, we always take the initiative to get to know our customers, analyze their expectations, and anticipate their needs in line with their requirements. Customer service, for us, is not just a daily transaction, but rather a comprehensive experience that we are keen to continuously develop in accordance with Boubyan's corporate culture, which believes that the customer is the primary focus of providing the best."

He explained that excellence doesn't come by chance. That's why Boubyan Bank is always keen to conduct studies, surveys, and analyze data, applying them in accordance with international standards. This helps us arrive at a clear vision for improving performance and properly understanding tools and indicators. This, first and foremost, allows us to manage customer expectations to an optimal level by adopting a well-thought-out strategy and successfully implementing it.

Al-Majhim emphasized that Boubyan Bank has an exceptional team that plays a significant role in this success. Their goals, extensive experience, commitment, and efforts have combined to elevate the institution as a whole, and customer experiences in particular, as they are the primary drivers of excellence, innovation, and leadership at Boubyan Bank.

Customer first

On the sidelines of the ceremony, Al-Majham participated in a discussion session, highlighting Boubyan Bank's strategy and methodology for building a unique customer experience based on the principle of "customer first." He also highlighted how to find appropriate solutions to help the bank meet the challenges of raising service quality and achieving the highest levels of satisfaction.

During the session, Al-Majham said, "Our corporate culture is based on the principle that every employee, regardless of their position, is responsible for the customer experience. Over the past years, we have worked to create an internal environment that believes that service excellence comes not only from policies, but also from the employee's personal conviction that the customer is a partner, not a recipient of service."

He pointed out that during 2024, we were able to provide our customers and the Kuwaiti labor market with distinguished banking and digital services and solutions, because the key is to achieve a balance between the use of technology and its successful application in customer service. The challenge, therefore, was how to leverage this digital development to improve service quality and have a greater impact on our customers' experience.

He added, "At Boubyan, we believe that maintaining a high level of service quality requires continuous monitoring and ongoing evaluation of what we offer, because success for us lies in continuing to advance and excel by adhering to the highest international standards in customer service."

Concluding his remarks, Al-Majham expressed his gratitude to the bank's customers, saying, "Today, we are not just celebrating awards, but rather celebrating a long-standing partnership with our customers, reflecting their trust and continued support. We will continue to provide the best that meets their aspirations and enhances their loyalty, so that we may always be the best."

Reasons for selection

Service Hero's selection of Boubyan Bank was based on a set of criteria, including a year-long survey of consumers who evaluated companies on a 10-point scale based on their expectations of the company's level of service before trying it and their satisfaction with it afterward.

The evaluation was based on several criteria, including employee behavior, company location, speed of service, product reliability, service or product quality, price versus value, call center, and website. The Service Hero survey also relies on a specific approach to verify the identity of the consumers who participated.

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