KUALA LUMPUR: Malaysian banks recorded an overall customer satisfaction score of 87 per cent in the Malaysian Retail Banking Industry Customer Satisfaction Survey 2025, reflecting generally positive experiences among banking customers.
In a joint statement today, the Association of Banks in Malaysia (ABM) and the Association of Islamic Banking and Financial Institutions Malaysia (AIBIM) said they received a total of 9,500 responses from customers of the 19 participating banks, comprising both conventional commercial banks and Islamic banks.
The associations said the survey measured customer experience using Customer Satisfaction and the Net Promoter Score (NPS), with customer satisfaction ranging from zero to 100 per cent, while NPS, based on customers’ likelihood of recommending their bank, is reported on a scale from -100 to +100.
"The industry’s overall customer satisfaction score stood at 87 per cent, indicating that a majority of customers were satisfied with their banks, while the NPS was +43, reflecting customers’ willingness to recommend their bank to family and friends,” they said.
The survey was conducted independently by Kantar Malaysia Sdn Bhd.
ABM and AIBIM said convenience, reliability, and digital innovation emerged as key drivers of customer satisfaction.
"Mobile banking applications remained among the most-used channels, valued for convenience, accessibility, speed, and round-the-clock availability, with a customer satisfaction score of 84 per cent,” they added.
The associations said the relationship manager channel recorded the highest satisfaction score among all channels at 90 per cent, particularly among affluent customers who value personalised advice.
The survey also indicated that customers recognised the distinct strengths of different banks, with smaller banks appreciated for personalised service and responsiveness, while larger banks were valued for their broader offerings and scale.
According to ABM and AIBIM, the findings suggest the banking industry continues to meet customer expectations while adapting to ongoing digital changes.
They said the results also highlighted areas for improvement, particularly in strengthening digital reliability to ensure seamless, secure, and user-friendly platforms.
"The positive satisfaction levels affirm the progress made in strengthening service quality, expanding digital capabilities, and enhancing customer engagement,” the associations said.
The survey has been conducted biennially since 2017 as an industry-wide initiative led by ABM and AIBIM, with the support of Bank Negara Malaysia.
Fieldwork for the latest survey was carried out between July 21 and Oct 2, 2025. - Bernama
