Page 91 - Bank-Muamalat-AR2020

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Governance
Our Performance Sustainability Statement Our Governance Our Numbers Other Information

These independently managed channels encourage employees CUSTOMER EXPERIENCE
and members of the public to come forward and champion
an ethical environment and professional workforce, without Annual Mystery Shopper and Mystery Call Programme
fear of leaks, loss of anonymity or reprisals.
To understand our customer experience at branches and
via the Bank’s contact centre, we conduct an annual
Bank Muamalat’s Whistleblowing Process Flow Mystery Shopper Programme to ensure continuous efforts
in delivering good service. Each year, through findings
Start attained via this programme, we find ways to improve our
weaknesses. Due to the MCO, the annual Mystery Shopper
Programme was conducted through Mystery Call for Contact
Whistleblower Centre for FY2020. Instead of a Mystery Shopper visit to
Reports via one of the reporting channels the branches, Mystery Calls were made to Bank Muamalat’s
Contact Centre covering peak and non-peak hours. A total of
40 survey calls were made in four (4) months for the purpose
KPMG of evaluating the performance of Call Centre Executives.
Evaluates the e-mail, phone call or letter
and decides the next course of action The engagement was then rated and scored according to
three (3) key areas of assessment, namely, Accessibility; Call
No Management; and Competency. The results were shared with
End Valid all relevant departments and employees to ensure continuous
delivery excellence.
Yes
For FY2020, the average score for the contact centre increased
Chief Internal Auditor 2.98% from 81.18% in FY2019 to 84.16% in FY2020.
Reviews and instructs investigation
Waiting Time at Branches

No As our branches still serve as our main customer touchpoint,
Valid
we seek to continuously improve waiting time at our branches
Yes while strengthening our digital presence to reduce the need
Investigation Team for our customers to visit the branch. Daily and monthly
Conducts investigation and reports to monitoring of branch performance are conducted and counter
Board Audit Committee services monitored through the Queue Management System
(“QMS”) to measure performance against the standard target
of 80% of customers to be served within 10 minutes.
KPMG
Notified on the outcome of the disclosure to For FY2020, the target of customers being served within 10
Whistleblower
minutes rose 6% to 74% from 68% in FY2019. Our QMS
Reports are automatically directed to respective branches so
that the management of services can be rectified promptly.
End
Complaints & Feedback Management
Other Enforcement Authorities
One of key contributors to customer satisfaction is how well
Polis Diraja Malaysia (“PDRM”) and how fast feedback is managed and resolved. To evaluate
rmp.gov.my
our customers’ experience, we measure the number of calls
Suruhanjaya Pencegah Rasuah Malaysia (“SPRM”) and complaints received and resolved, as well as the time
https://www.sprm.gov.my/ taken to resolve them.

Bank Negara Malaysia (“BNM”)
Bank Negara Malaysia | Central Bank of Malaysia
https://www.bnm.gov.my