30 March 2016

Maybank Singapore tops customer satisfaction index among banks

30 March 2016

Significant improvement from its 7th place ranking last year

Singapore, 30 March 2016 - Maybank Singapore achieved a remarkable turnaround in the annual Customer Satisfaction Index of Singapore (CSISG) which was released today, coming in at first place ahead of the local banks and with a significant 3.7 point improvement on its previous score. This is the first time the bank has come out tops in the CSISG and is a major leap from its 7th place ranking in the last two years. The score of 71.9 is also the highest ever score that the bank has achieved.

The improvement in the bank's score is the result of a two-year customer experience transformation journey.

In the last two years, the bank focused on three areas – productivity, digital and product innovation to increase customer satisfaction. The bank looked at its customer journey and streamlined its processes to increase productivity and reduce waiting time for customers; launched several digital initiatives such as the ability to open an account remotely and moved towards segment-based product offerings to cater to the different life stages of its customers.

Underscoring these initiatives was a rigorous monitoring and tracking process to gauge the effectiveness through the customer experience indicators which were tracked monthly at the bank's Customer Experience and Service Innovation Council chaired by the CEO.

Deputy CEO of Maybank Singapore, Mr Allen Ng said, "It is very heartening to see our efforts bear fruit. Whilst we have worked hard to improve our digital channels to provide greater convenience to customers, we also placed great emphasis on our face-to-face interactions with customers, which is sometimes a scarcity in today's digital world. So when we do get these opportunities to serve our customers in person, our goal is to ensure that we delight them with our service.

"I am very proud of our staff for believing in our commitment to customer satisfaction and exemplifying it in their everyday roles. This award is testament to all their hard work and steadfastness in upholding our mission to humanise financial services through delivering excellent customer experience. We would also like to thank all our customers for their support and look forward to continue delighting them with our service" Mr Ng said.

Maybank – Humanising Financial Services

Maybank is among Asia's leading banking groups and South East Asia's fourth largest bank by assets. The Maybank Group has an international network of 2,400 offices in 20 countries namely Malaysia, Singapore, Indonesia, Philippines, Brunei Darussalam, Vietnam, Cambodia, Thailand, Hong Kong SAR & People's Republic of China, Bahrain, Uzbekistan, Myanmar, Laos, Pakistan, India, Saudi Arabia, Mauritius, Great Britain and the United States of America. The Group offers an extensive range of products and services, which includes consumer and corporate banking, investment banking, Islamic banking, stock broking, insurance and takaful and asset management. It has over 46,000 employees serving more than 22 million customers worldwide. (www.maybank.com)

Maybank is committed to bringing seamless banking and a wider spectrum of value-added financial services to our valued customers. By harnessing the latest technological advances to increase our network's effectiveness, our customers are able to conduct their banking transactions at anytime and anywhere in the world, via the traditional as well as electronic channels.

Maybank Singapore is one of the Group's largest overseas operations. As at December 2015, Maybank's total assets in Singapore were S$61 billion. With 1,800 employees, we are well-positioned to provide highly personalised services and locally-oriented approaches, which will further enhance the Bank's standing in the local banking scene.