Page 117 - Bank-Muamalat_Annual-Report-2023
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ANNUAL REPORT 2023
SUSTAINABILITY STATEMENT
Phone Calls
The increase in the volume of calls for FY2023 was due to issues relating to online banking issues, unauthorised debit card
transactions, financing assistance inquiries, and overall increase in the number of internet banking users.
Phone Calls Received FY2022 FY2023 Variance
Total Calls 613,883 791,107 28.87%
Total Answered Calls 399,086 448,011 12.26%
% Answered Calls 65.01% 56.63% -8.38%
The top 3 categories of calls were Internet Banking (40%), Product & General (37%) and Financing Application (9%).
Phone Calls by Category FY2022 FY2023 Variance
Internet Banking 190,435 314,950 65.38%
Product and General 256,751 290,582 13.18%
Financing Application 69,321 74,426 7.36%
Customer Satisfaction Survey
The Bank improved its overall customer satisfaction score to 91% in FY2023, while covering 193 more respondents than
the previous year.
Touchpoints FY2022 FY2023 Variance
No. of respondents 307 500 193
Overall Customer Satisfaction Index 82.80% 94% 11.20%
Branches 84.70% 92% 7.30%
Contact Centre 84.70% 84% -0.70%
Internet Banking 82.50% 91% 8.50%
Mobile Banking 81.80% 89% 7.20%
Self-service Terminals 81.50% 91% 9.50%
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