Kuwait Finance House (KFH) launched the “Qaddha” initiative in cooperation with Ara Research and Consultancy Company, aiming to upgrade customer service according to the highest global business excellence standards, enrich customer experience and achieve utmost customer satisfaction.

The initiative comes as part of KFH vision to achieve highly remarkable levels of innovation and distinction in customer service, lead global development of Islamic finance services, introduce distinguished solutions and products, facilitate applicable procedures, adopt digital banking and build on the latest technology developments in the best possible manner to fulfill customer aspirations. KFH has made significant qualitative leaps in customer service, using most modern technologies, highly skilled and enthusiastic employees and youth talents who continue their endeavor to innovate new methods to increase market share and maintain leadership in a highly competitive environment.

The KFH Group General Manager – Retail Banking, Khaled Al-Shamlan said “In order to ascertain our predominance in service excellence and maintain the highest standards of facilitation, speed, accuracy and efficiency, KFH has particularly focused on customers’ basic needs and achieving their future aspirations in its “Qaddha” campaign which aims to motivate employees to continue customer service strategy and development of business plans”

He noted that business excellence comes on top of KFH priorities as it is considered as the cornerstone for building customer’s trust and loyalty. Also, it is the means to ensure business continuity and sustainability by making KFH as the best choice and the most appropriate banking institution for new customers.

Al-Shamlan emphasized that “Qaddha” program is the outcome of the thorough studies of the market needs and customer aspirations, stating that the program covers various banking and service channels and gives equal and parallel care to all tiers of customers.

The benefits of the program are focused on enhancing customer’s experience with KFH, measuring customer satisfaction, provide appropriate solutions to process any shortcomings in serviced, highlight outstanding performance through appropriate motivation and remuneration policies, enhance employees loyalty and belonging, identify and improve weak performance and eventually achieve the best customer service according to global standards.

The program’s name “Qaddha” signifies challenge and motivation of employees’ capabilities to provide the best service. He reiterated that the management has full confidence of the employees’ capability to accept the challenge. Also, the program reflects the management vision to achieve service excellence through employees’ motivation. The name “Qaddha” refers to the accomplishment and enhancement of vocational and scientific capabilities and encouragement of employees to win the challenge and achieve excellence.   

Al-Shamlan affirmed that the “Qaddha” program is supported by the fact that KFH has all the means of success. KFH has achieved remarkable growth in all its financial and sustainability indicators and has an ambitious, coherent and target oriented youthful business team that realizes its responsibilities and work with a teamwork spirit and great compassion to signify the supremacy of the bank position globally.  

On the other hand, the Managing Partner at Ara Research and Consultancy Company, Abdulkhaleq Ali said “We are proud to work with a pioneering financial institution in Kuwait and worldwide. Ara Research and Consultancy Co. has devoted the expertise of its consultants and employees, its global partners network to the service of Arabian markets in general and KFH in particular”.

He added that the “Qaddha” campaign has formed a major challenge due to the size and type of services rendered by KFH as well as the highly advanced programs and systems required to improve employees’ capabilities to respond to customers’ needs.

Al-Ali said that working with KFH for more than one year was crowned with the “Qaddha” campaign which is the biggest program to develop customer service in Kuwait. The program comprises continuous study and training and advanced periodical reports.

Al-Ali expressed his thanks and gratitude to KFH for choosing Ara Research and Consultancy company for the “Qaddha” campaign as it reflects the bank’s trust in Ara expertise, research, advanced modern technology means in the market research in general and customer service and satisfaction particularly. Al-Ali has strongly appreciated the cooperation and support which Ara has received from KFH team to make this campaign as success.