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01 May 2018

Dubai Islamic Bank honored by Dubai Service Excellence Scheme for the widest implementation of Happiness Meter


Dubai Islamic Bank, the largest Islamic bank in the UAE, has been recognized by Dubai Service Excellence Scheme (DSES) for the “Widest Implementation of the Happiness Meter” across its 34 branches in 2017. Mr. Nasser Al Awadhi, Chief of Consumer Banking, received the award on behalf of Dubai Islamic Bank from His Highness Sheikh Maktoum Bin Mohammed Bin Rashid Al Maktoum, the Deputy Ruler of Dubai, in the presence of His Highness Sheikh Ahmed bin Mohammed bin Rashid Al Maktoum, Chairman of Mohammed bin Rashid Al Maktoum Knowledge Foundation, at the Business Excellence Awards ceremony in its 24th edition, held at Dubai Opera on 24th April, 2018.

Reiterating its commitment and dedication to the government’s vision of making Dubai the “Happiest City in the World”, DIB has been an active participant in the program since its inception.  DIB extensively integrated the happiness meters across key branches in Dubai to encourage customers to provide immediate feedback on the level of satisfaction related to their experience, enabling the bank to track customer happiness levels in real-time.

Commenting on this achievement, Dr. Adnan Chilwan, Group Chief Executive Officer of Dubai Islamic Bank, said: “How customers recall their experience in any interaction is critical to the perception they build about an organization. With products and offerings becoming essentially generic, the real differentiator that provides an edge is none other than service quality. We have, over the last few years, instilled this focus in every aspect of our growth strategy and receiving this recognition from the government of Dubai fills us with, not just a sense of pride, but also encourages us to continue to progress in this arena.  At DIB, we are fully committed to and supportive of the leadership’s strategy for the future of Dubai and the UAE, which remains for us the most exciting and opportunity-laden market in the world.”

Launched in 2017, the ‘Happiness Meter' initiative, in alignment with the Happiness Agenda, is developed by the Smart Dubai Government Establishment (SDG) to interactively measure the happiness of Dubai’s citizens, residents, and visitors. Implementation of the Happiness Meter is now a prerequisite for consideration for the Dubai Services Excellence Scheme (DSES) award, which is run by the Department of Economic Development (DED).

Established in 2002, the Dubai Service Excellence Scheme is aimed at promoting excellence in customer service standards in the private sector. The Scheme stresses ethical behavior among staff, a quality-driven internal culture, and a customer-focused approach to business.

This is one of the many accolades that DIB has received so far this year, following recent wins at the Banker Middle East Awards and Islamic Finance News Awards.