Delivering Superior Service Across a Vast Nation
When Habib Bank Limited (HBL) set out to differentiate from its competition—the top five banks in Pakistan—it focused intensively on service. Banking in Pakistan is done primarily “in person.” Few customers are comfortable making online or ATM transactions, so branch walk-in traffic is always high. Computers systems can be unstable, increasing the challenge for HBL employees.
When HBL launched its “Achieving Superior Service” initiative, branch staff members were equipped with a profound understanding of service improvement and diligently worked to improve their service every day.
Leaders at each branch location customized improvements for their local customer base. Within three years, HBL passed its competitors and is frequently ranked as the top bank in Pakistan.