In recognition of its sustained commitment to service excellence, Bank Muscat, the leading financial services provider in the Sultanate of Oman, has been named The Banker Best Private Bank for Customer Service in the Middle East. The award reflects the Bank’s ongoing efforts in offering a broad suite of products, services and solutions designed to meet the evolving needs of customers, in line with its vision “To serve you better, every day.”
This recognition highlights Bank Muscat’s continued investment in enhancing customer engagement and elevating service delivery across channels. The Bank remains focused on understanding the changing expectations of customers by leveraging digital innovation, upholding strong governance, and applying decision-making frameworks, thus enhancing customer experience.
Bank Muscat is the leading Bank in Oman offering a comprehensive range of banking solutions through the largest branch network in the Sultanate comprising 190 branches, including Meethaq Islamic Banking branches. The Bank serves customers through more than 900 ATMs, CDMs, and multifunctional machines, in addition to advanced digital platforms and dedicated service centers. This network continues to be expanded and modernized to support convenient, fast, and accessible banking services. In line with its commitment to financial inclusion, the Bank has also established a number of branches that are fully equipped with services and facilities to serve customers with disabilities, helping ensure broader access to banking services for all segments of society. The Bank has further enhanced these branches by providing its staff with sign language training to ensure accessible services for customers with hearing impairments. Beyond Oman, Bank Muscat has presence in Saudi Arabia as well as representative offices in Dubai and Singapore.
To deliver high-quality and accessible services, Bank Muscat operates an integrated, multi-channel communication ecosystem. Customers can access services through the Bank’s 24/7 Contact Center, Internet Banking and Mobile Banking platforms, official website, social media platforms, WhatsApp Banking, dedicated email, in-branch support, and dedicated customer service centers.
As part of its strategic focus to strengthen customer relationships, the Bank continues to advance its CX Maturity level by assessing and enhancing customer centricity, embedding customer insights into decision making. Dedicated teams also drive continuous improvement through initiatives informed by Voice of Customer and Voice of Employee, ensuring services remain aligned with customer needs and market expectations.
As part of its digital transformation journey, Bank Muscat continues to expand its digital capabilities to enable customers to manage their banking needs with ease. For example, customers can now access the enhanced Know Your Customer (KYC) service, Update Personal Details, which enables them to update their personal details seamlessly via the Bank’s Internet Banking and Mobile Banking platforms without visiting a branch. This fully digital process enhances convenience and efficiency by reducing processing time and allowing customers to receive notifications throughout the update journey, including confirmations upon completion. Furthermore, customers can request for banking cards through the Bank’s Mobile Banking Application and have their cards delivered to them wherever they are. Recently, the Bank has introduced the instant digital loan service through the platform. Building on a strong foundation that combines an extensive branch network, advanced digital solutions, and customer insight-led initiatives, Bank Muscat continues to reinforce its position as a leading financial institution committed to delivering a truly customer-focused banking experience.
In recognition of its customer-centric efforts, Bank Muscat has received several prestigious awards, including the Customer Experience Innovation Award at the CX Live Awards Show – Middle East 2024, Most Customer-Centric Digital Bank Award from Global Business Outlook, Oman’s Domestic AI Initiative of the Year Award from the Asian Banking & Finance, and the Best Large Call Centre award at the INSIGHTS Middle East Regional Call Centers Awards 2025.
