Gulf International Bank
Gulf International Bank
Gulf International Bank
24
24
Overall CX Score
Overall CX Score
Gulf International Bank
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
CX Intelligence
Key Metrics
CX Intelligence
Key Metrics
24
24
Customer Rating Score
Customer Rating Score
7
7
Support Sentiment Score
Support Sentiment Score
4
4
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of Gulf International Bank's CX Intelligence Score
of Gulf International Bank's CX Intelligence Score
of Gulf International Bank's CX Intelligence Score
The average rating is significantly pulled down by a very high volume of 1-star reviews, despite a large number of 5-star ratings. Many users rate the app poorly due to persistent technical issues, while others give high marks for ease of use and digital features. The polarization is stark, with few moderate ratings. This results in a low overall rating score.
Customer Review Score: 24
The average rating is significantly pulled down by a very high volume of 1-star reviews, despite a large number of 5-star ratings. Many users rate the app poorly due to persistent technical issues, while others give high marks for ease of use and digital features. The polarization is stark, with few moderate ratings. This results in a low overall rating score.
Customer Review Score: 24
The average rating is significantly pulled down by a very high volume of 1-star reviews, despite a large number of 5-star ratings. Many users rate the app poorly due to persistent technical issues, while others give high marks for ease of use and digital features. The polarization is stark, with few moderate ratings. This results in a low overall rating score.
Customer Review Score: 24
Support sentiment is predominantly negative, with frequent complaints about unresponsive or ineffective customer service, unresolved tickets, and lack of follow-up. Some users mention positive experiences with individual agents, but these are rare compared to the volume of negative feedback. Many users report that their issues remain unresolved for days or weeks. The overall sentiment towards support is poor.
Customer Support Sentiment Score: 7
Support sentiment is predominantly negative, with frequent complaints about unresponsive or ineffective customer service, unresolved tickets, and lack of follow-up. Some users mention positive experiences with individual agents, but these are rare compared to the volume of negative feedback. Many users report that their issues remain unresolved for days or weeks. The overall sentiment towards support is poor.
Customer Support Sentiment Score: 7
Support sentiment is predominantly negative, with frequent complaints about unresponsive or ineffective customer service, unresolved tickets, and lack of follow-up. Some users mention positive experiences with individual agents, but these are rare compared to the volume of negative feedback. Many users report that their issues remain unresolved for days or weeks. The overall sentiment towards support is poor.
Customer Support Sentiment Score: 7
A substantial number of users explicitly state they do not recommend the bank or app, often warning others to avoid it. Promoters exist but are outnumbered by detractors who cite technical failures and poor support as reasons for their negative recommendations. There are very few neutral or passive stances. The recommendation intent score is therefore very low.
Customer Recommendation Intent Score: 4
A substantial number of users explicitly state they do not recommend the bank or app, often warning others to avoid it. Promoters exist but are outnumbered by detractors who cite technical failures and poor support as reasons for their negative recommendations. There are very few neutral or passive stances. The recommendation intent score is therefore very low.
Customer Recommendation Intent Score: 4
A substantial number of users explicitly state they do not recommend the bank or app, often warning others to avoid it. Promoters exist but are outnumbered by detractors who cite technical failures and poor support as reasons for their negative recommendations. There are very few neutral or passive stances. The recommendation intent score is therefore very low.
Customer Recommendation Intent Score: 4
Key Findings
Key Findings
Key Findings
Digital Convenience
Strengths
Some users praise the ease and speed of account opening, digital banking features, and competitive offers such as cashback and multi-currency accounts. Positive reviews highlight the app’s user-friendly interface when it works, and the convenience of online services. A minority of customers report fast responses and helpful staff. The bank’s digital-first approach is appreciated by a segment of users.
Digital Convenience
Strengths
Some users praise the ease and speed of account opening, digital banking features, and competitive offers such as cashback and multi-currency accounts. Positive reviews highlight the app’s user-friendly interface when it works, and the convenience of online services. A minority of customers report fast responses and helpful staff. The bank’s digital-first approach is appreciated by a segment of users.
Digital Convenience
Strengths
Some users praise the ease and speed of account opening, digital banking features, and competitive offers such as cashback and multi-currency accounts. Positive reviews highlight the app’s user-friendly interface when it works, and the convenience of online services. A minority of customers report fast responses and helpful staff. The bank’s digital-first approach is appreciated by a segment of users.
Service Optimization
Opportunities
There is a clear opportunity to improve app stability, speed, and compatibility across devices, as technical issues are the most common complaint. Enhancing the effectiveness and responsiveness of customer support would address a major pain point. Streamlining onboarding and transaction processes, and providing clearer communication about service limitations, could improve user satisfaction. Addressing these areas could convert detractors into promoters.
Service Optimization
Opportunities
There is a clear opportunity to improve app stability, speed, and compatibility across devices, as technical issues are the most common complaint. Enhancing the effectiveness and responsiveness of customer support would address a major pain point. Streamlining onboarding and transaction processes, and providing clearer communication about service limitations, could improve user satisfaction. Addressing these areas could convert detractors into promoters.
Service Optimization
Opportunities
There is a clear opportunity to improve app stability, speed, and compatibility across devices, as technical issues are the most common complaint. Enhancing the effectiveness and responsiveness of customer support would address a major pain point. Streamlining onboarding and transaction processes, and providing clearer communication about service limitations, could improve user satisfaction. Addressing these areas could convert detractors into promoters.
Service Failures
Critical Issues
The most critical issues are persistent app crashes, freezing, and login failures, which prevent users from accessing their accounts or funds. Many users report being unable to transfer money, activate cards, or complete basic banking tasks for extended periods. Customer support is widely described as unhelpful, slow, or non-responsive, exacerbating frustration. Some users allege that their funds are inaccessible for days or weeks, leading to severe trust and reputational risks.
Service Failures
Critical Issues
The most critical issues are persistent app crashes, freezing, and login failures, which prevent users from accessing their accounts or funds. Many users report being unable to transfer money, activate cards, or complete basic banking tasks for extended periods. Customer support is widely described as unhelpful, slow, or non-responsive, exacerbating frustration. Some users allege that their funds are inaccessible for days or weeks, leading to severe trust and reputational risks.
Service Failures
Critical Issues
The most critical issues are persistent app crashes, freezing, and login failures, which prevent users from accessing their accounts or funds. Many users report being unable to transfer money, activate cards, or complete basic banking tasks for extended periods. Customer support is widely described as unhelpful, slow, or non-responsive, exacerbating frustration. Some users allege that their funds are inaccessible for days or weeks, leading to severe trust and reputational risks.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
Thank you to Gulf International Bank for their exceptional support to customers and their well-organized, user-friendly app. I’ve truly enjoyed banking with them – issues are resolved quickly, and all transactions are handled with complete trust and transparency.
Neutral
Easy to use but a little bit slow
Detractor
التطبيق جدًا سيء لا يرقى ليكون تطبيق بنكي، والبنك سياسته مجهوله يقفل حسابك بدون اي مبررات ويجعلك تعاني ماتقدر تسحب فلوسك
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Conduct a comprehensive technical audit of the app to identify and address the most frequent causes of crashes and freezing, as reported by users.
Implement a rapid-response protocol for customer support tickets, ensuring users receive timely updates and resolutions.
Trial Clarity's AI Agents to automate initial troubleshooting and triage for login and transaction issues, reducing support backlog.
Stage 2
Launch a Voice of Customer (VoC) program to continuously collect, analyze, and act on user feedback regarding app performance and support.
Regularly publish transparent service status updates and resolution timelines to rebuild trust with users.
Deploy Clarity's AI Agents to handle routine support queries and provide proactive notifications about known issues or outages.
Stage 3
Launch a Voice of Customer (VoC) program to continuously collect, analyze, and act on user feedback regarding app performance and support.
Regularly publish transparent service status updates and resolution timelines to rebuild trust with users.
Scale Clarity's AI Agents to provide multilingual support and advanced analytics for ongoing CX improvement, leveraging VoC insights.
Stage 1
Conduct a comprehensive technical audit of the app to identify and address the most frequent causes of crashes and freezing, as reported by users.
Implement a rapid-response protocol for customer support tickets, ensuring users receive timely updates and resolutions.
Trial Clarity's AI Agents to automate initial troubleshooting and triage for login and transaction issues, reducing support backlog.
Stage 2
Launch a Voice of Customer (VoC) program to continuously collect, analyze, and act on user feedback regarding app performance and support.
Regularly publish transparent service status updates and resolution timelines to rebuild trust with users.
Deploy Clarity's AI Agents to handle routine support queries and provide proactive notifications about known issues or outages.
Stage 3
Launch a Voice of Customer (VoC) program to continuously collect, analyze, and act on user feedback regarding app performance and support.
Regularly publish transparent service status updates and resolution timelines to rebuild trust with users.
Scale Clarity's AI Agents to provide multilingual support and advanced analytics for ongoing CX improvement, leveraging VoC insights.
Stage 1
Conduct a comprehensive technical audit of the app to identify and address the most frequent causes of crashes and freezing, as reported by users.
Implement a rapid-response protocol for customer support tickets, ensuring users receive timely updates and resolutions.
Trial Clarity's AI Agents to automate initial troubleshooting and triage for login and transaction issues, reducing support backlog.
Stage 2
Launch a Voice of Customer (VoC) program to continuously collect, analyze, and act on user feedback regarding app performance and support.
Regularly publish transparent service status updates and resolution timelines to rebuild trust with users.
Deploy Clarity's AI Agents to handle routine support queries and provide proactive notifications about known issues or outages.
Stage 3
Launch a Voice of Customer (VoC) program to continuously collect, analyze, and act on user feedback regarding app performance and support.
Regularly publish transparent service status updates and resolution timelines to rebuild trust with users.
Scale Clarity's AI Agents to provide multilingual support and advanced analytics for ongoing CX improvement, leveraging VoC insights.
Your voice of customer, unified
Your voice of customer, unified
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
How leading brands use Clarity
How leading brands use Clarity
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Alexandra Motto
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“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
126 million
global subscribers
126 million
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700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
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Chosen by OpenAI to surface insights from customer conversations securely.
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Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
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System normal
System normal
System normal