ABS Group Named "Best Bank for Customer Service" for Third Consecutive Year
For the third consecutive year, ABS Group Holdings has been named "Best Bank for Customer Service" by the Financial Industry Review — the most rigorous independent assessment of banking customer experience conducted annually across 300+ financial institutions.
What the Award Recognises
The Financial Industry Review's Customer Service Excellence Award evaluates institutions across 14 criteria, including response time, resolution rate, digital channel availability, staff knowledge, complaint handling, and Net Promoter Score (NPS). ABS Group Holdings achieved a 97% customer satisfaction rating — the highest score recorded in the award's 18-year history.
The review assessed over 15,000 customer interactions across phone, email, live chat, and branch channels between January and December 2025.
Key Metrics Behind the Award
"Winning this award once was meaningful. Winning it three consecutive times tells us we've built something sustainable — a culture where every team member genuinely cares about the people they serve."
— Jonathan M. Hargrove, CEO, ABS Group Holdings
Our Customer Service Commitment
ABS Group Holdings employs over 2,400 customer service professionals across 12 global support centres. Every agent completes 80+ hours of training before taking their first customer call, with ongoing quarterly refreshers on products, compliance, and empathy techniques.
In 2025, we handled 14.2 million customer contacts across all channels with a complaint rate of less than 0.08% — the lowest in the banking sector among institutions of comparable size.
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