Posted on March 26, 2011

IBQ has won the prestigious Best Customer Service Award for the fourth consecutive year at the annually awaited Banker Middle East Product Awards 2011 which was held recently at the Emirates Towers in Dubai and which brought together key industry players to recognize exceptional achievements.

The award recognises IBQ’s continued leadership in delivering innovation, value-added products and best practice, in addition to the bank's investment in cutting-edge technology, human capital and expanding its banking channels. It also underscores IBQ’s efforts to become the Bank of Choice in Qatar and deliver the highest levels of customer service excellence in the Middle East.

George Nasra, Managing Director of IBQ said: "This award is a testament to our commitment to continue delivering on our promises of personalized services.  This is truly an important accomplishment, one which will further encourage us to develop new services and solutions to enhance our customers' experience. Our team has also played a vital role by embracing the customer service ethos in every possible way. We aim to be leaders of innovation and service quality in the region backed by our highly sophisticated systems. We continue to work hard to provide state-of-the-art alternative channels of banking that are providing our customers, whom we also consider as partners, with choice at every point."

In 2010, IBQ has outperformed average market growth rate for the 6th consecutive year. Net profit reached QAR 458 Million up by 34 % from 2009. Annual Operating Income increased 27% to reach QAR 853 Million as compared to QAR 670 Million in 2009. The strength of the financials reflected the consistent strong growth of IBQ over the last 6 years,  during which time the customer base has more than quadrupled while net profits have risen by more than 12-fold. In 2010, the Bank expanded its nationwide coverage with new branches in areas of Doha such as Ras Laffan and Al Rayyan making a total of 14 branches and service centres across Qatar.

The successful delivery of the highest levels of personalised customer service is a key competitive differentiator of IBQ. The bank adopts a holistic approach to customer service, recognising that there are multiple inter-related components to overall service excellence, and regularly measures and monitors customer satisfaction levels through a number of mystery shopping programmes, customer surveys and focus groups, as well as in-branch feedback machines.

Information and communications technology (ICT) also plays a crucial role in enabling IBQ to offer more reliable, convenient, fast, simple and cutting-edge banking solutions, develop innovative new products, and deliver a higher quality service to its customers.