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In a step that reflects its leading position in delivering innovative and Sharia-compliant digital banking services, Warba Bank was awarded the "Best Customer Service" title at the "Card & Payments Middle East 2025" Awards Ceremony, one of the region’s most prominent awards recognizing excellence in the payments, banking and digital services sectors.
This recognition crowns the bank’s ongoing efforts to elevate customer service across all touchpoints by blending innovation with advanced technology and offering smart, seamless services that meet customer needs and exceed their expectations, all while adhering to the highest standards of quality, transparency and compliance.
Commenting on this achievement, Abdullah Nasser Al-Shuail, Senior Director of Branches and Private Banking Services at Warba Bank, stated: "This award marks another proud milestone in our journey and reflects our continuous commitment to innovation and delivering a unique, customer-centric banking experience at Warba Bank. We strive not only to keep pace with market aspirations but to anticipate them, backed by a deep understanding of our customers’ evolving needs."
He added: "We don’t just focus on providing advanced products and services; we place customer experience and service quality at the core of our priorities. Through a strong technological infrastructure, robust operations and effective, immediate communication, we ensure a reliable and sustainable banking experience founded on excellence and trust."
The Card & Payments Awards remains the longest-standing and leading event in the cards and payments sector, continuously recognizing excellence and innovation for over 20 years. The awards witness strong annual competition among a wide range of eligible institutions across different categories.
Originally launched in the United Kingdom and Ireland where it is considered the premier networking and knowledge-sharing event for the sector, with participation from over 300 leading global companies, the awards expanded this year to the Middle East to raise service and product standards in the region's payments and banking sectors. The organization maintains full transparency in its annual awards process.
The awards were founded by Michael Harty who brings extensive experience from senior roles across major global banking and financial organizations, specializing in financial services, business strategies, start-ups and strategic planning.
The awards cover a broad spectrum of categories across the key disciplines of the sector, offering institutions the opportunity to showcase their achievements and leading initiatives. Categories include: Best Achievement in Sustainability, Best App User Experience (CX Initiative), Best Application of AI or ML in Financial Services, Best Benefits or Loyalty Scheme, Best Credit Card or Credit Facility, Best Customer Service, Best Early-Stage or Future Payments Initiative, Best Industry Innovation, Best Marketing Campaign, Best Payment Facility, Best Prepaid Product or Programme, Best Product Design, Best Security or Anti-Fraud Development, Best Service to Business, Best Technology Integration, and the Financial Inclusion Award.
An entirely independent judging panel, comprising top industry experts, evaluates hundreds of banks and companies annually to ensure neutrality and professionalism in selecting the winners.
The judging is based on specific criteria aimed at assessing excellence, innovation, and the real-world impact of the services, products, or initiatives presented. These criteria include the level of innovation, added value to customers, improvement in customer or retail experience, measurable results (such as usage rates, customer satisfaction and financial performance), impact on the market or industry, alignment with modern user needs and market trends, as well as usability, security, and technological sustainability.
Warba Bank’s win was based on a set of outstanding qualitative indicators, most notably achieving the highest Customer Satisfaction (CSAT) score in the Kuwaiti market, a complaint resolution rate of 79.9%, and a Net Promoter Score (NPS) of 53%, surpassing the sector’s average.
Additionally, the Warba Bank mobile app received an impressive satisfaction rating of 85.6% for delivering a seamless and integrated digital banking experience, enhanced by features such as personalized alerts, biometric authentication, and instant service resolution, all reflecting the bank’s strong focus on simplifying banking interactions and boosting user satisfaction.
This achievement reinforces Warba Bank’s vision of being at the forefront of Islamic banking innovation in the region by delivering customer-centered digital banking experiences that meet the highest standards of quality and creativity, thus contributing to the acceleration of digital transformation.
Today, Warba Bank is one of the fastest-growing Islamic banks in Kuwait, distinguished by its rapid growth, comprehensive digital solutions that enhance customer experiences for individuals and businesses, and a wide shareholder base that deepens its connection to the community.
