Services and complaints statistics
Decisions taken based on customer complaints in the support and support communication channels
| Complaint | Reporting period | Statistics before development | Subject of the complaint | Source of the complaint | Decision taken for improvement | Statistics after development | Reasons for complaint after development | |
|---|---|---|---|---|---|---|---|---|
| Cancellation of social financing request | Annual | Average of 3,000 complaints per month | The customer’s inability to cancel the order | Call center + website | Automate the process of canceling the loan application automatically through the portal | Average of 5 complaints per month | There is a technical problem in automatically canceling the request in the event of a delay in approving the contract through the Absher 2021 platform< /td> | |
| Delay in handling customer complaints | Annual | An average of 700 complaints per month whose processing period exceeds 10 working days | due to a delay in Handling customer complaints | All channels | Implementing the ISO 10002 standard for handling complaints | The average processing period is 4 working days (an average of 30 complaints per month whose processing period exceeds 4 working days) | The presence of reports transferred from the previous system to the new system that were delayed in being processed | strong> |
| Delayed response to customers over the phone | Annual | An average of 800 complaints per month | due to a delay in responding to Customer inquiries via phone | Call center + customer care lounge | Developing an interactive automated response system to cover most customer inquiries< /strong> | The rate of use of the automated response system increased from 23% to more than 60% + the complaints rate is zero | To be issued at the end of the first quarter | |
| Complaints about stopping discounts | Annual | Average of 350 complaints per monthContinuation of discount on the client by the employer after the loan is closed by the client | Call center + website | Automate service request Stop discount via website | 0 | Issued at the end of the first quarter | ||
| Delay in the bank’s receipt of the file from Saudi Post | Annual< span style="font-size: 16px;"> | Average of 250 complaints per month | Delay in processing The request after submitting the documents to Saudi Post | Call center + website | Launching the government agencies portal to upload documents electronically | strong> | An average of 7 complaints per month | The presence of technical problems at various times that hinder the client from uploading files through the system< /td> |
| Upload and update invoices on SADAD system | < /span>Annual | Average of 210 complaints per month | Failure to raise and update the invoice for the installment due on the SADAD system | Call center + website | Automation of the service and uploading it to the customer’s account on the official website | 0 |
Highest ranked pages based on traffic volume
| Page Name | Month/Quarter | #Visits | Page Rank | Comments Page |
|---|---|---|---|---|
Social Finance | Q1 | 918286 | Products | Click here |
Freelance | div>Q1 | 896199 | Products | |
Family Finance | Q1 | 763409 | Products | Click here |
Lowest ranked pages based on traffic volume
Page name | Month/Quarter | #Visits | Page classification | Page comments | Resolution |
|---|---|---|---|---|---|
| Marriage Finance | Q1 | 300822Products | Click here | The page data has been updated and the user guide has been developed | |
| Contact us | Q1 | 282258 | Products | Click here
Highest rated services based on volume of support requests
Service Name | Month/Quarter | #Electronic Guidance | Page classification | Page comments | # Complaints | # Closed complaints | # Open complaints |
|---|---|---|---|---|---|---|---|
p> | Q1 | Service< /span> | 1864 | 1864 | 0 | ||
Savings | Q1 | Service | 1583 | 1583 | 0< /span> | ||
Request Products | Q1 | Service | 1298 | 1298 | 0 |
Lowest rated services based on volume of support requests
Service Name | Month/Quarter | #Electronic Guidance | Page classification | Page comments | #Complaints | # Closed complaints | #Open Complaints | Resolution |
|---|---|---|---|---|---|---|---|---|
Disclaimer | < span style="font-size: 16px;">Q1 | < p style="text-align: center;">Service | 1224 | 1224 | 0 | Developing the service path | ||
Stop discounting | Q1 | Service< /p> | 461 | 461 | 0 | Developing the service path |
Decisions made based on customer feedback in the Ideas Lab Decisions made based on customer feedback in the Ideas Lab strong> To access the results of the Ideas Lab Click here