Serving Our Customers
Serving Our Customers

Serving Our Customers

Archives

Pillar Statement

To always connect with you, to understand you and help give you what you need, when you need it, in a way that works for you

Pillar Objectives

  • Offer the best sustainability-oriented products and services
  • Highlight sustainability and focus on impact in customer messaging
  • Be transparent and fair in all aspects of customer relation
  • Contribute to the well-being of customers
  • Ensure the safeguarding of customer data and privacy

Select Key Achievements

Q1

  • NBB reopens the renovated branch located in Hidd offering enhanced customer experiences
  • NBB celebrates Bahraini youth day by reinforcing the importance of saving on their Savewave Youth account
  • Successful completion of all loan deferments
  • Successful completion of liquidity support funds transaction approval
  • Newly reopens the newly renovated Istiqlal Branch offering an enhanced customer experience, which also has a dedicated area for Prestige customers.
  • NBB Extends Exclusive Offerings on Final Phase of “Deerat Al Oyoun” Real Estate Development Project

 

Digital Transformation

Retail Mobile app 2019 2020 2021 As of 31st March 2021 As of 31st March 2022 Target
Digitally registered customers 58,066 77,096 107,200 78,866 116,879 137,200
New bank customers onboarded digitally - - 9,860 908 14,413 18,860
Credit and pre-paid cards sold digitally - - 3,232 N/A 4,741  
Retail end-to-end products and services offered digitally 19 19 22 19 22  
Number of logins to the NBB mobile app (monthly) - - 291,248   661,232 Q1
322,678 Monthly
 
Number of transactions made through the mobile app 673,724 791,532 891,343   Fin Tran. 237,945
Non Fin Tran. 99,775
Total 337,720
 
% of client base digitally registered         9%  
% increase in digitally processed transactions            

 

Business Online Banking (“BOB”)

Business Online Banking (“BOB”)

Responsible Customer Relationships

Responsible Customer Relationships

C&SME Account opening

C&SME Account opening

C&SME Loan Portfolio Type

C&SME Loan Portfolio Type 2019 % 2020 % 2021 % As of Q1 2021 % As of Q1 2022 %
SMEs 31,942 27.41% 27,439 22.32% 17,039 13.37% 16,198 13.06% 17,013 12.94%
Others 84,613 72.59% 95,522 77.68% 110,434 86.63% 107,780 86.93% 114,509 87.06%
Grand Total 116,555 100% 122,961 100% 127,473 100% 123,978 100% 131,522 100%

*others are individuals and corporates

*SMEs are as per MOICT definition of turnover of less than BD3MM.

Customer complaints

Customer complaints