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UAE Exchange wins two Customer Experience Benchmarking Index Awards for 2014

Monday, 15 December 2014
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  • Best Overall Customer Experience in a branch among Exchange Houses
  • Best Overall Customer Experience among Exchange Houses

customer_service_awardMr. Varghese Mathew, Country Head — UAE and Ms. Devika Vittal, Head — Customer Care (GHQ) received the Award from Mr. Robert M. Keay, Chief Executive Officer, Ethos Integrated Solutions.

UAE Exchange bagged two awards at the 10th Annual Customer Experience Benchmarking Index for retail banks and exchange houses throughout the GCC. The first award was for Best Overall Customer Experience in a branch among Exchange Houses and the second one was for Best Overall Customer Experience among Exchange Houses. The prestigious awards ceremony was conducted by Ethos Integrated Solutions at Hotel Burj Al Arab, Dubai, UAE.

Ethos Integrated Solutions specializes in delivering strategic customer experience solutions for both private and public organizations across the Middle East. Ethos is conducting the Customer Experience Benchmarking Study since 2005 to provide a methodology of benchmarking financial products and services against the competition to drive continual improvement. Over the years, the study has developed into a strategic benchmarking tool and has enabled banks and non-banking financial institutions to dramatically improve their service provision.

Customer Experience Benchmarking Index 2014 is an extensive customer experience study in the GCC, which benchmarked 11 Exchange Houses in the UAE across two delivery channels namely Branches and Call Centre. Researchers focus on exchange house services, evaluating reliability, responsiveness, assurance and empathy. During the study Ethos researchers made 66 branch visits, 66 calls providing a total of 1,782 answers about customer experience in exchange houses in the UAE, wherein UAE Exchange emerged winner for two categories.

These awards reinforce the importance of the culture of customer service instilled across the organisation. By winning them UAE Exchange has once again proved its strong customer centricity. These two new feathers enrich the colourful cap of UAE Exchange, which adorns many other awards for high quality and excellence customer service. The leading global money transfer, foreign exchange and payment solutions brand is a favourite of 7.9 million customers, who are served by a dedicated team of 9000+ professionals representing over 40 nationalities. This win will further bolster their trust on the brand, which has the largest global branch network in its class.


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