Serving our customers
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Pillar Statement
To always connect with you, to understand you and help give you what you need, when you need it, in a way that works for you
Pillar Objectives
- Offer the best sustainability-oriented products and services
- Highlight sustainability and focus on impact in customer messaging
- Be transparent and fair in all aspects of customer relation
- Contribute to the well-being of customers
- Ensure the safeguarding of customer data and privacy
Select Key Achievements
Q1
- NBB reopens the renovated branch located in Hidd offering enhanced customer experiences
- NBB celebrates Bahraini youth day by reinforcing the importance of saving on their Savewave Youth account
- Successful completion of all loan deferments
- Successful completion of liquidity support funds transaction approval
- Newly reopens the newly renovated Istiqlal Branch offering an enhanced customer experience, which also has a dedicated area for Prestige customers.
- NBB Extends Exclusive Offerings on Final Phase of “Deerat Al Oyoun” Real Estate Development Project
Digital Transformation
| Retail Mobile app | 2019 | 2020 | 2021 | As of 31st March 2021 | As of 31st March 2022 | Target |
| Digitally registered customers | 58,066 | 77,096 | 107,200 | 78,866 | 116,879 | 137,200 |
| New bank customers onboarded digitally | - | - | 9,860 | 908 | 14,413 | 18,860 |
| Credit and pre-paid cards sold digitally | - | - | 3,232 | N/A | 4,741 | |
| Retail end-to-end products and services offered digitally | 19 | 19 | 22 | 19 | 22 | |
| Number of logins to the NBB mobile app (monthly) | - | - | 291,248 | 661,232 Q1 322,678 Monthly |
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| Number of transactions made through the mobile app | 673,724 | 791,532 | 891,343 | Fin Tran. 237,945 Non Fin Tran. 99,775 Total 337,720 |
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| % of client base digitally registered | 9% | |||||
| % increase in digitally processed transactions |
Business Online Banking (“BOB”)
Business Online Banking (“BOB”)
Responsible Customer Relationships
Responsible Customer Relationships
C&SME Account opening
C&SME Account opening
C&SME Loan Portfolio Type
| C&SME Loan Portfolio Type | 2019 | % | 2020 | % | 2021 | % | As of Q1 2021 | % | As of Q1 2022 | % |
| SMEs | 31,942 | 27.41% | 27,439 | 22.32% | 17,039 | 13.37% | 16,198 | 13.06% | 17,013 | 12.94% |
| Others | 84,613 | 72.59% | 95,522 | 77.68% | 110,434 | 86.63% | 107,780 | 86.93% | 114,509 | 87.06% |
| Grand Total | 116,555 | 100% | 122,961 | 100% | 127,473 | 100% | 123,978 | 100% | 131,522 | 100% |
*others are individuals and corporates
*SMEs are as per MOICT definition of turnover of less than BD3MM.
Customer complaints
Customer complaints
