Page 93 - Bank-Muamalat-Annual-Report-2021

ANNUAL REPORT 2021 91
SUSTAINABILITY STATEMENT OUR GOVERNANCE OUR NUMBERS OTHER INFORMATION

CUSTOMER EXPERIENCE Waiting time at branches

Customer Satisfaction Survey As branches are still our main customers’ touchpoint, the Bank strives
to continuously improve waiting time while strengthening digital
In ensuring continuous delivery of good quality, presence to reduce the need for physical visits. Daily and monthly branch
reliable and efficient service to our customers, the performance are monitored through the Queue Management System
Bank conducted a customer satisfaction survey from (“QMS”) report, to measure performance against the standard target of
July 2021 until October 2021. Information gathered 80% of customers to be served within 10 minutes. In addition, the QMS
in this survey have helped the Bank to further Reports are shared with respective branches for immediate rectification
understand which areas to improve and standards and efficient management of services.
that should be retained to ensure our customers
continue to enjoy a good banking experience. Meanwhile engagements with branches are periodically carried out
to continuously improve product knowledge and customer service
The survey was conducted via Google survey and standards.
was circulated by e-mail. It revolves around the
customers' collective experience interacting with For FY2021, QMS results showed an increase of 13% from 74%
various touchpoints, including online banking systems, of customers being served within 10 minutes in FY2020 to 87% in
emails, call centres, online advertising, face-to-face FY2021.
interactions and social media.
Complaints & Feedback Management
A total of 243 customers responded to the email.
One of key contributors to customer satisfaction are how well and how
This comprised of 57% male and 43% female.
fast feedback is managed and resolved. To evaluate our customers’
Almost 80% of the respondents were from below
experience, we measure the number of calls and complaints received
40 years old. The result of the customer satisfaction
and resolved, as well as the time taken to resolve them.
survey showed a 7.4% improvement in customer
satisfaction for FY2021.
We received 667,502 calls to our Contact Centre in FY2021, an increase
of 7.47% from the 621,095 received the year before. A high percentage
82.0% 89.4% of these call were in regards to internet banking related matters.
Number of complaints increased too, by 43.81% from 2,648 in FY2020
to 3,808 in FY2021. The majority or 41.81% of the complaints were
due to internet banking related issues as the volume of online banking
2019 2021 transactions increased during the year. We view this positively as more
customers and potential customers are starting to utilise our services.

Despite the high volume of complaints, the Bank managed to resolve
the issues quickly. 87.71% of the complaints were resolved within two
working days, which surpassed the industry standard of 14 days.
The feedback received through the survey have The involvement of Bank’s top management (“MANCO”) in relation to
given us a new perspective of our customers’ customers’ feedback and complaints (suggestion and initiatives) has been
priorities. Moving forward, we will continue to work a key strength on this front as it elevates feedback and complaint handling
on improving their experience by addressing their as a significant agenda for the Bank. All cases were resolved fairly and
concerns so as to retain their loyalty to the Bank. on a timely basis.

Customer Data Protection
Technology and digitalisation have been optimised to play the vital role
of providing significant banking benefits to all stakeholders. However,
with the advent of these technologies, new cyber threats have emerged
posing threats to the Bank. The Bank has made every effort to safeguard
the confidentiality, integrity and availability of all its data, whether in
digital or physical form.