Saudi National Bank (SNB), also known as Alahli Bank, is one of the largest and most prominent banks in Saudi Arabia. It plays a crucial role in the country's banking sector and contributes significantly to its economic development.
RILA GLOBAL CONSULTING is a next-generation consultancy using social listening to power, grow and educate brands. RILA is recognized by Fortune500 customers, international agencies, and industry experts as the leader in Social Media Research and Business Intelligence.
RILA’s team aimed to assist the Saudi National Bank (SNB) in understanding and addressing the concerns and challenges faced by its customers. The objective was to utilize artificial intelligence (AI) technologies to analyze online conversations, identify key issues, and provide actionable insights to enhance customer experience and reputation management for SNB.
After merging with Samba Financial Group, SNB encountered various challenges that impacted its brand reputation and customer satisfaction. As a financial institution that places a strong emphasis on customer satisfaction, it was essential for SNB to address these concerns and regain customer trust to maintain its market position.
Leveraging advanced AI technologies, RILA’s team conducted an in-depth social listening analysis of over 100 million websites and extracted data from English and Arabic conversations specific to the Saudi Arabian market.
To ensure accurate results, we used Boolean logic to precisely identify discussions related to SNB and banking in Saudi Arabia. We also analyzed related terminologies, abbreviations, and hashtags associated with SNB to capture a holistic view of the conversations.
Furthermore, we segmented the data based on factors such as geographic location, users, trends, and other relevant topics. Key influencers were identified by evaluating their online engagement, author reach, overall influence, volume, and authority.
The key findings of the study were as follows:
Additionally, during the peak of SNB conversations, customers voiced their worries and complaints regarding SNB's loan services and fund transfers from other banks.
These concerns highlighted SNB's need to address issues related to loan accessibility, app functionality and improve coordination with partner banks and communication channels.
By leveraging social listening and AI technologies, RILA GLOBAL CONSULTING successfully identified the key challenges faced by SNB and provided actionable recommendations to enhance customer experience. SNB could utilize these insights to proactively address customer concerns, improve service offerings, and regain customer trust.
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