The Middle East banking sector is undergoing significant transformation, driven by technological advancements, regulatory reforms, and evolving customer expectations. In Saudi Arabia, Vision 2030 is accelerating digitalisation, while the UAE’s Financial Infrastructure Transformation (FIT) programme is reshaping the landscape with new digital banks and rising demand for online services.
In this changing environment, customer sentiment has become critical. Social media platforms are key outlets for consumers to share their experiences with banks, yet many institutions are not fully leveraging this valuable feedback. To bridge this gap, PwC Middle East has collaborated with DataEQ to analyse how social media can monitor and benchmark customer sentiment across the region.
Our Banking Sentiment Index reports offer deep insights into the trends shaping the sector. By tracking online conversations, these reports highlight opportunities to enhance customer experience (CX) and remain competitive in a rapidly evolving market.
This page will serve as the home for these ongoing sentiment reports, providing a comprehensive look into the future of banking across the Middle East.
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