Serving Our Customers
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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
Q3
- Launched two new social housing products Mazaya 2.0 and Tas'heel catered to low-mid income customer segments
- NBB’s Education Loan Campaign offers 2 lucky winners 1 year tuition installments
- NBB successfully financed the first beneficiary under the ‘Tas’heel’ finance solutions, enabling them to purchase a residential villa in Deerat AlOyoun, in conjunction with the Ministry of Housing and Urban Planning and Eskan Bank.
- NBB partnered with Cork Information Technology W.L.L to introduce a Supply Chain Finance solution for its Corporate and SME clients and their suppliers.
- NBB extends support to SMEs with upgraded Tamweel Al Watani Scheme
- NBB increased fraud awareness campaigns for its customers
Digital Transformation
| Retail Mobile app | 2019 | 2020 | 2021 | 31-Sep-2021 | 31-Sep-2022 |
| Digitally registered customers | 58,066 | 77,096 | 107,200 | 97,744 | 136,492 |
| New bank customers onboarded digitally | - | - | 9,860 | 5,386 | 24,246 |
| Credit and pre-paid cards sold digitally | - | - | 3,232 | 1,660 | 7,874 |
| Retail end-to-end products and services offered digitally | 19 | 19 | 22 | 22 | 24 |
| Number of logins to the NBB mobile app (monthly) | - | - | 291,248 | 837,689 | |
| Number of transactions made through the mobile app | 673,724 | 791,532 | 891,343 | 704,303 | 1,836,806 |
Business Online Banking (“BOB”)
Business Online Banking (“BOB”)
The customer onboarding data has been modified based on the dormant user / customer deletion conducted on BoB
| Access point | Dec-19 | Dec-20 | Dec-21 | Sep-22 | Target |
| Branches | - | - | - | 21 | 23 |
| POS terminals | - | - | - | - | - |
| Interactive Teller Machine | 0 | 2 | 2 | 3 | 3 |
| ATMs | 96 | 91 | 90 | 96 | 100 |
| CDMs | 18 | 18 | 25 | 25 | - |
Responsible Customer Relationships
- NBB launched new Credit Card Campaign that enables customers to transfer their other banks’ card outstanding balance at 0% monthly interest
- NBB have successfully restructured a locally established Bahraini entity considered as a non-performing account, resulting into saving multiple Bahraini jobs with the addition of promoting jobs. This initiation also enabled Bahrainis to continue to pursue the services provided by the same entity.
- NBB launched a customer satisfaction survey to measure satisfaction levels of it's Retail banking products and services. Customers who participated in the survey were rewarded with points as incentive
SMEs clients relationships
SMEs clients relationships
C&SME Account opening
C&SME Account opening
Customer complaints
Customer complaints
