Services and complaints statistics
The Social Development Bank seeks to permanently review the views and comments of clients on pages of service as well as to read out their views on the level of services through the various support channels of the Bank to improve and develop the level of customer experience and improve the efficiency of service delivery
Decisions taken on client complaints in support and support communication channels
| The complaint | Reporting period | before development | Subject matter of complaint | Source of complaint | Decision to improve | Statistics after development | Reasons for complaint after development |
|---|---|---|---|---|---|---|---|
| Cancellation of Social Funding Application | Annual | Average of 3,000 Complaints Monthly | Customer Unable to Cancel Application | Call Center + Website | Loan Application Cancellation Process | Automated via Portal | Average of 5 Complaints Monthly |
| delayed processing of customer complaints | annual | 700 complaints per month exceeding 10 working days; | because of delays in processing customer complaints, | all channels! | application of iso 10002 to address complaints nbsp; | average processing time 4 working days (30 complaints per month exceeding 4 working days) | the existence of communications transferred from the former system of the new system was delayed |
| Customer phone response delays | Annual | Average of 800 complaints per month | Due to delays in responding to customer inquiries by phone | Call Center + Customer Care Lounge | Improvement of the interactive voice response system to cover most customer inquiries | Increase in the VR system usage rate from 23% to over 60% + Complaint rate zero | Released at the end of Q1 |
| Complaints Regarding Deduction Suspension | Annual | Average of 350 complaints per month | Continued deductions from the customer's account by the employer after the customer closes the loan | Call Center + Website | Automated Service Request to Suspend Deductions via the Website | 0 | Issued at the end of the first quarter |
| the bank's late getting the file from saudi mail. | annuallynbsp; | 250 complaints per month; | delayed processing of the application after the handover of documents for saudi mail; | liaison centre + website | launching of the government ' s website for the electronic filing of documents; | 7 complaints per month; | having technical problems at different times hinders the client from filing files through the system |
| Uploading and updating invoices on the SADAD system | Annual | Average of 210 complaints per month | Failure to upload and update invoices for outstanding installments on the SADAD system | Call Center + Website | Automating the service and uploading it to the customer's account on the official website | 0 |
Highest page rating based on the size of visits
| Page | Month/quarter | # Visits | Classification of page | Comments on the page |
|---|---|---|---|---|
| SOCIAL FINANCING | Q1 | 918286 | PRODUCTS | PRESS HERE |
| FREE WORK | Q1 | 896199 | PRODUCTS | PRESS HERE |
| FAMILY FINANCING | Q1 | 763409 | PRODUCTS | PRESS HERE |
Less classified on the scale of visits
| Page | Month/quarter | # Visits | Classification of page | Comments on the page | Resolution |
|---|---|---|---|---|---|
| Marriage financing | Q1 | 300822 | productsnbsp; | Press here. | Page data updated and user manual |
| communicate with us. | Q1 | 282258 | Products | Press here. | Nbsp; Adding different communication |
Upgrading of services based on volume of support requests
| Name of service | Month/quarter | # Electronic crown | Classification of page | Comments on the page | The complaints | # Closed complaints | # Open complaints |
|---|---|---|---|---|---|---|---|
| Refund of overpayments | Q1 | Page link | Service. | Press here. | 1864 | 1864 | |
| Savings | Q1 | Page link | Service. | Press here. | 1583. | 1583. | |
| Application of products | Q1 | Page link | Service. | Press here. | 1298. | 1298. |
Less classified based on volume of support requests
| Name of service | Month/quarter | # Electronic crown | Classification of page | Comments on the page | # Complaints | # Closed complaints | Open complaints | Resolution |
|---|---|---|---|---|---|---|---|---|
| Clear a limb. | Q1 | Page link | Service. | Press here. | 1224. | 1224 | 0 | Upgrading of service lines; |
| Suspension of Hassim | Q1 | Page link | Service. | Press here. | 461ţnbsp; | 461ţnbsp; | nbsp;0 | Upgrading of service lines; |
Decisions taken based on client observations in the brain lab
To get the results of the brain lab.Press here.
Last Modified Date 06/05/2026 - 1:26 PM Saudi Time
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