BRAC Bank recognises top performers in customer service excellence

BRAC Bank has honoured outstanding employees and branches across its distribution network for delivering exceptional customer service, as part of its Customer Experience (CX) Survey 2025.

The initiative reflects the bank’s unwavering commitment to fostering a customer-centric culture and upholding the highest standards of service excellence, according to a press release.

The CX Survey 2025 was conducted across 44 branches in the Dhaka, Chattogram, and Sylhet zones, assessing critical dimensions of customer experience, including service quality, professionalism, operational efficiency, branch environment, and overall customer engagement.

Based on the comprehensive evaluation, one employee and one branch were recognised for their exemplary performance.

Fakhrul Islam Prince of Moulvibazar Branch was awarded Best Customer Service Officer - 2025, achieving outstanding scores across all evaluation criteria, including service delivery, product knowledge, responsiveness, and proactive customer engagement. His performance exemplifies the professionalism and service ethos that define BRAC Bank’s customer experience standards.

Uttara Jashimuddin Avenue Branch, led by Branch Manager Zahedul Matin, was recognised as Best Branch - Overall for its superior performance across multiple service parameters, including branch ambience, customer handling, queue management, operational efficiency, and overall service environment. The branch achieved the highest overall score among all surveyed branches in 2025.

Both the award-winning employee and branch demonstrated service excellence fully aligned with the bank’s SHARP service framework, reflecting discipline, professionalism, and a deep commitment to customer satisfaction.

These recognitions underscore BRAC Bank’s continued focus on embedding excellence at every customer touchpoint, empowering employees, and delivering a consistently superior banking experience across its nationwide network.