Kuala Lumpur, 5 November 2020

A Malaysian Banking Industry Customer Satisfaction Survey (CSS) was conducted in 2019 with the main objective to assess and elevate the customer service standards provided by retail banks in Malaysia. The Survey also aimed to promote the quality and transparency of customer services of the Malaysian banking sector as set out in the Customer Service Charter.

The key metrics used in the Survey is Net Promoter Score (NPS) and Customer Satisfaction. A total of 7,000 respondents from across all states in Malaysia participated in and completed the Survey. Bank customers were randomly interviewed and this was based on each participating banks’ customers’ distribution and profile to ensure a representative sample of customers of the Malaysian retail banking industry.

The Malaysian Retail Banking Industry Customer Satisfaction Survey (CSS) Report for 2019 can be accessed here.