Islamic bank satisfaction for 2019 at 81%: AIBIM


THE overall satisfaction of Islamic bank customers last year was 81 per cent, according to the Association of Islamic Banking and Financial Institutions Malaysia (AIBIM).

AIBIM has released the Malaysian Banking Industry Customer Satisfaction Survey results for 2019.

In a statement today, AIBIM said the survey was to assess the quality and transparency of customer services and elevate its standards provided by retail banks in Malaysia.

“It was also intended to establish an industry benchmark of the Malaysian banking sector, in terms of customer service, that can be used as a baseline to measure current performance and track future improvement,” it said.

The banking institutions including 20 AIBIM member banks had commissioned Ipsos, a global leader in market research, to conduct the survey, with 7,000 customers interviewed, while the Net Promoter Score was used as the main measurement.

AIBIM president and RHB Islamic Bank Bhd managing director/chief executive officer Datuk Adissadikin Ali said the outstanding customer service delivered by the Islamic banking industry had set a precedence to the banking industry not only in maintaining performance but also to thrive towards a global standard of customer service excellence.

The association said that in the pursuit of delivering excellent customer service, AIBIM member banks would continue offering assistance to targeted customers facing financial difficulties in the current difficult time of COVID-19.

“Furthermore, any financial assistance obtained from the banks before June 30, 2021 will not be updated in the CCRIS report,” it said.