Case Study: Abu Dhabi Islamic Bank achieves #1 UAE banking app ranking and 40% increase in positive sentiment with Talkwalker

How Abu Dhabi Islamic Bank (ADIB) used consumer intelligence to become UAE’s top banking mobile app

Abu Dhabi Islamic Bank (ADIB), a leading UAE Islamic bank, faced a reputational and customer-experience challenge when users began reporting frequent crashes and slow performance in its all‑in‑one mobile app. Complaints appeared across social media in multiple languages, driving the app rating down from 4.7 to 4.3 and creating urgent pressure to restore functionality and customer trust.

ADIB deployed Talkwalker’s Consumer Intelligence platform—using real‑time alerts, AI sentiment analysis (including Arabic), logo/image recognition and automated reporting—to track issues, guide fixes and publish targeted educational content. Complaints dropped to about one per month, the app returned to a 4.7 rating and became the #1 banking app in the UAE; positive sentiment rose 40%, brand loyalty increased 12% (16% more recommendations in a Gallup poll), and the bank achieved operational and environmental gains such as fewer branches and a 2 million‑piece annual reduction in paper use.

Abu Dhabi Islamic Bank

Ahmed Soliman

Social Media Manager