Services and Quality Assurance

Services and Quality Assurance
Quality Assurance

Complaint Resolution Unit

BisB is contemplating developing a winning customer relationship strategy that thinks hard about all aspects of customer interactions – processes, technologies and organizational structure.

Excellent Customer Relationship is a step-by-step guide that takes you through the process, with workable examples of key differentiating areas, beginning with the client's grievance resolutions.

As a result, the Complaint Resolution Unit (CRU) reporting to the Service & Quality Management has been established. The process of attending to customers complaints is as follows:

  1. The "Complaint Resolution Unit" is handled by Zahra Qassim and the contact numbers are 17515199, Fax: 17534404 and e-mail: complaints@bisb.com
  2. A complaint by way of written letter, fax and e-mail will be addressed to the above staff.
  3. The process of the CRU complaint cases will be resolved quickly and efficiently within 24 hours of receiving the complaint.
  4. All bank staff will forward any complaints to the above staff, who will handle the case immediately.
  5. In case the issue is not closed within the 48 hours, the complaint would be
    escalated to the Head of Service & Quality Management, for immediate follow up with the relevant department, in order to ensure to that the complaint is resolved in a timely manner.
  6. The CRU will ascertain that all staff are aware of the procedure and they fully understand the process.
  7. Bank staff can further advise the customers that a professional Complaint
    Resolution Unit exists in the Bank to attend to their problems whenever needed.

Click Here to download the Complaint Resolution Unit Form.

Survey

Customer Satisfaction Survey

We at BisB want to thank you for giving us the opportunity to serve you, please help us serve you better by taking a couple of minutes of your valuable time to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectation.

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Basic Information

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Your Feedback

Please click the appropriate box to indicate your degree of over all satisfaction with BisB:

  • Excellent
  • Good
  • Satisfactory
  • Poor

How would you rate your level of overall satisfaction with BisB Services?

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  • Good
  • Satisfactory
  • Poor

How would you rate your level of overall satisfaction with BisB Products?

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  • Satisfactory
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Why do you say that? What specifically are you satisfied or dissatisfied with BisB? Enter response below:

How likely are you to recommend BisB to a friend or relative?

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  • Unlikely
  • Very Unlikely

How satisfied are you with the speed and quality of your last transaction with BisB?

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  • Unsatisfied
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Why do you say that? What specifically are you satisfied or dissatisfied with BisB? Enter response below:

How satisfied are you with our employee's knowledge and efficiency?

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  • Unsatisfied
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Why do you say that? What specifically are you satisfied or dissatisfied with BisB? Enter response below:

Please write your comments, concerns or suggestion that would assist us improve our quality of customer services: