NBK reached its customers despite the lockdown through the mobile branch and mobile ATMs. Launching an exceptional rewards campaign for all customer segments with the return to normal life. NBK’s exclusive services during the lockdown reflected its quick response to the needs of its Premium Banking Customers. Initiatives to support entrepreneurs included waiving fees and providing banking solutions to mitigate the pandemic’s fallout.
An exceptional year, no one could have expected its course, but for Consumer Banking Group at National Bank of Kuwait (NBK), work was continuing for years in preparation for a changing and challenging digital banking future. Looking at the flow of digital services and electronic payment solutions that the bank launched in the first two months of the year, we find clear proof of the prudent proactive digital transformation vision, and a huge technological infrastructure with which the group anticipated the exceptional circumstances that prevailed all over the world. Through this, it was able to meet the needs of customers under these challenging circumstances and succeeded in providing exceptional services, which further consolidated NBK’s excellence and leadership and widened the gap with its closest competitors.
NBK Mobile Banking
Customers’ dependence on mobile banking have increased, as NBK Mobile Banking App has become deservedly the bank’s largest branch and its most important digital channel. The number of app users increased by 38% during 2020, compared to last year, whereas the number of transactions made using NBK Mobile Banking increased by 51%, compared to Last year.
NBK encouraged customers to make their transactions digitally during the lockdown to keep them safe. Additionally, NBK continued to add many new services and updates to NBK Mobile Banking App including Push Notifications service, Bill Splitting, electronic branch appointment booking service, adding NBK Mobile Banking App to Huawei AppGallery, allowing transfers to SmartWealth portfolio, NBK Geo Alerts which enable customers receive notifications about exclusive discounts, offers and NBK Rewards Miles while shopping.
This development coincided with a significant increase in the number of new app users, with the increased reliance on mobile devices to make banking transactions, with monthly average of over 850,000 transactions.
