The Social Development Bank seeks to constantly review the opinions and comments of customers on the service pages, as well as extrapolate their views on the level of services through the bank's various support channels, all in order to improve and develop the level of customer experience and raise the level of service delivery efficiency
Decisions taken based on customer complaints in the support channels
| Complaint |
Reporting Period |
Statistics Before Development |
Complaint's Topic |
Complaint's Source |
Improvement Decision |
Statistics After Development |
Complaint's Reason After Development |
| Cancellation of a social funding request |
Yearly |
An average of 3000 complaints per month |
The customer is unable to cancel the order |
Call center + website |
Automate the process of canceling the loan request automatically through the portal |
Average of 5 complaints per month |
The existence of a technical problem in canceling the application automatically in the event of delay in approving the contract through the Absher 2021 platform |
| Delay in processing customer complaints |
Yearly |
An average of 700 complaints per month, whose processing period exceeds 10 working days |
Due to delays in handling customer complaints |
All Channels |
Implementing the ISO 10002 standard to handle complaints |
The average processing period is 4 working days (an average of 30 complaints per month whose processing period exceeds 4 working days) |
There are reports transferred from the previous system to the new system whose processing has been delayed |
| Delayed response to customers over the phone |
Yearly |
An average of 800 complaints per month |
Due to the delay in responding to customer inquiries over the phone |
Call center + Customer care lounge |
Developing an interactive automated response system to cover most customer inquiries |
An increase in the rate of using the automated response system from 23% to more than 60% + the rate of complaints is zero |
Released at the end of the first quarter |
| Complaints stop resolving |
Yearly |
An average of 350 complaints per month |
Continuation of the discount on the customer by the employer after the loan is closed by the customer |
Call center + website |
The service request was completed by stopping the discount through the website |
0 |
Released at the end of the first quarter |
| Delay in the bank receiving the file from the Saudi Post |
Yearly |
An average of 250 complaints per month |
Delay in processing the application after submitting the documents to the Saudi Post |
Call center + website |
Launching the portal of government agencies to upload documents electronically |
Average of 7 complaints per month |
The existence of technical problems at separate times that prevent the client from uploading files through the system |
| Raising and updating invoices on SADAD system |
Yearly |
An average of 210 complaints per month |
Failure to raise and update the invoice for the installment due on the SADAD system |
Call center + website |
Automating the service and uploading it to the customer's account on the official website |
0 |
|
Top rated pages based on traffic volume
|
Page Name
|
Month/Quarter
|
# of Visitors
|
Page Category
|
Page Comments
|
| Social Loan |
Q1 |
918286 |
Product |
أضغط هنا |
| Freelance Loan |
Q1
|
896199
|
Product
|
|
| Family Loan |
Q1
|
763409
|
Product
|
|
Lowest ranking pages based on traffic volume
|
Page Name
|
Month/Quarter
|
# of Visitors
|
Page Category
|
Page Comments
|
Decision
|
| Marriage Loan |
Q1
|
300822 |
Product
|
|
The page data has been updated and the user guide has been developed
|
|
Contact Us
|
Q1
|
282258 |
Product |
أضغط هنا |
Add different communication channels
|
The highest rated services based on the volume of support requests
|
Service Name
|
Month/Quarter
|
#التوجية الالكتروني
|
Category Page
|
Page Comments
|
# of Complaints
|
# of Closed Complaints
|
# Open Complaints
|
|
Refund of excess amounts
|
Q1
|
رابط الصفحة
|
Service
|
إضغط هنا
|
1864
|
1864
|
0
|
|
Savings
|
Q1
|
رابط الصفحة
|
Service
|
إضغط هنا
|
1583
|
1583
|
0
|
|
Product Order
|
Q1
|
رابط الصفحة
|
Service
|
إضغط هنا
|
1298
|
1298 |
0 |
The lowest rated service based on the volume of support requests
|
Service Name
|
Month/Quarter
|
#التوجية الالكتروني
|
Category Page
|
Page Comments
|
# of Complaints
|
# of Closed Complaints
|
#الشكاوي المفتوحة
|
# Open Complaints
|
|
Disclaimer
|
Q1
|
رابط الصفحة
|
Service
|
إضغط هنا
|
1224
|
1224
|
0
|
Service path development
|
|
Stop deduction
|
Q1 |
رابط الصفحة
|
Service
|
إضغط هنا
|
461
|
461
|
0
|
Service path development
|
Decisions made based on customer feedback in the Idea Lab
To access the ideas lab results أضغط هنا