DataEQ has published the Saudi Banking Sentiment Index in collaboration with PwC, revealing how seven of the Kingdom’s major banks compare in the eyes of consumers on social media.

The seven Saudi banks included in the analysis are Al Rajhi Bank, Alinma Bank, Al Bilad Bank, Riyad Bank, Saudi National Bank, Saudi Awwal Bank and Banque Saudi Fransi.

The index tracked over 5 million public tweets mentioning these banks. These posts were then processed using DataEQ’s unique Crowd and AI technology to analyse sentiment and factors driving both good and bad customer experience.

Despite consumers having a negative overall experience with their banks, the industry saw a major improvement from 2022, while banks received praise for their reputational performance.

This report delves into:

• Net Sentiment performance (overall, reputational and operational)
• Cross market performance
• Customer experience
• Customer service (response rate and time)
• Service channel analysis