16/04/2026 02:15 AST
In recognition of its excellence and leadership in customer experience and service quality, as well as its commitment to prioritizing customer satisfaction, National Bank of Kuwait won, for the 15th consecutive year, the award of Best Retail Bank in the field of Customer Service in 2025 as part of Service Hero consumer-driven Customer Satisfaction Index.
In this light, a delegation from Service Hero Index visited the Bank's headquarters to present the award, with the attendance of senior executives from NBK's Consumer Banking Group. The award for Best Retail Bank in Kuwait in Customer Service, according to Service Hero Index, is based on an evaluation done by survey participants, encompassing a set of sub-criteria, including trust in products, speed of service, product quality, value for money, company location, employee behavior, call center, and website, in addition to overall customer satisfaction.
Customer Centricity is one of NBK's top priorities that it strives to achieve through diligent work and continuous launching of products and campaigns to reach maximum levels of customer satisfaction, in addition to customer-centered initiatives that aim to meet their needs all year round. NBK's prioritization of customer satisfaction is evident in the deep studies it conducts prior to launching new products and services, as a specialized team of experts identify the customers' reactions, evaluate the service quality, and work on enhancing it in a way that exceeds the customer's expectations.
On this occasion, NBK hosted a panel discussion that brought together the Service Hero delegation of officials along with senior leaders from the Bank's Consumer Banking Group, which included in-depth discussions about customer experience trends in Kuwait, especially in the banking sector, in addition to knowledge exchange on ways for NBK to maintain its customer satisfaction leadership, and providing expert insights into the key challenges and opportunities facing the banking sector, as well asmerging efforts to enhance customer satisfaction and propel innovation in banking services.
It is worth noting that this session highlights NBK's unwavering commitment to providing its customers with the best banking experience, as seen in the impressive record of awards and accolades it holds. Moreover, the Bank is keen to maintain this commitment by continuously adopting the latest digital solutions and customer-centric initiatives to ensure an exceptional banking experience.
The Service Hero Index is the only index in the Middle East that measures customer satisfaction, adhering to the protocols of the European Society for Opinion and Marketing Research (ESOMAR), along with the principles and guidelines of the Global Organization for Self-Regulation and Ethical Practice. Additionally, an independent advisory board oversees the index to ensure neutral and objective results that accurately reflect consumer preferences.
Kuwait Times
Please wait...
