BankQuality Consumer Survey 2023 Malaysia Report
Key findings in consumer satisfaction with financial institutions
Key findings in consumer satisfaction with financial institutions
The Malaysia BankQuality™ Consumer Survey (BQS) and Rankings rely on responses from a representative online survey of 1000 customers in Malaysia, conducted between January and February 2023. Developed by The Asian Banker, this digital consumer feedback channel aims to gauge customers' engagement, experience, and satisfaction with their retail financial service providers based on factors such as services, channels, products, and the current cost-of-living crisis.
The report includes BQS scores and rankings for banks, digital-only banks, and platforms in Malaysia, as well as a focus on 12 product and six channel categories. Additionally, it provides insight into the positive and negative factors influencing customer experience, as viewed from the perspective of the consumers themselves.
Survey date:
January to February 2023
Delivery:
The file is directly delivered into your account provided soon after online payment is received. The file contains one document, a pdf MS PowerPoint deck (35 slides)
The report includes:
1.Overview of the methodology and survey demographics
2.Banked population in Malaysia (2014 – 2023e)
3.Executive summary
4.BankQuality Consumer Score: This includes the categories banks, digital-only banks, & platforms
5.Most helpful financial institution in reducing the cost-of-living
6.BankQuality Product Score: This includes CASA accounts, digital wallets, credit cards, local fund transfers, international remittances, time deposits, personal loans, home loans, investment products, non-life, and life insurances and wealth advisory
7.BankQuality Channel Score: This includes mobile banking, internet banking, phone banking, chatbot, branch banking and relationship managers
8.Factors contributing to a negative and positive customer experience as stated by consumers
1.Survey methodology, goal and demographics
2.Executive summary
3.Most recommended retail bank
4.Most recommended digital bank
5.Most recommended platform
6.Most helpful financial institution in reducing cost of living
7.BQS product score
a.CASA accounts
b.Digital wallets
c.Credit cards
d.Local fund transfers
e.International remittances
f.Time deposits
g.Personal loans
h.Home loans
i.Investment products
j.Non-life insurance
k.Life insurance
l.Wealth advisory
8.BQS channel score
a.Mobile banking
b.Internet banking
c.Phone banking
d.Chatbot services
e.Branch banking
f.Relationship managers
9.Factors contributing to a positive and negative customer experience in Malaysia
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Brian Lo is a seasoned risk professional with nearly 30 years of experience across global financial institutions. Based in Hong Kong and Singapore, he has led teams in managing market and liquidity risk, counterparty risk, and asset and liability management. His expertise encompasses quantitative modelling, risk governance, stress testing, and regulatory compliance. Brian has also played a critical role in developing internal risk models, driving strategic initiatives, and advising on cutting-edge risk solutions, including AI and machine learning applications. Throughout his career, he has served on multiple risk committees, providing strategic insights to senior management and boards, and has been instrumental in implementing Basel reforms and risk management innovations. Brian’s approach integrates deep technical knowledge with practical leadership, making him a valuable contributor to banking risk management education and practice.
Urs Bolt is a seasoned professional with over 35 years of expertise in wealth management, investment banking, and technology. He helps individuals achieve financial well-being and advises senior leaders in financial services and technology on refining business strategies, developing markets, and forging impactful partnerships. Recognised as a global thought leader in digital banking, WealthTech, and decentralised finance, Urs is an active speaker, author, and jury member for esteemed awards and panels. A passionate advocate for sustainable progress, he champions energy policies that balance economic growth and ecological preservation through scientific solutions.
Sina is Chief Data Officer at Unique AG – a rising European startup providing a GenAI-driven platform called Unique.AI to better understand customers and build more meaningful client relationships. Unique.AI is a tailored solution for the financial industry that aims to increase productivity by automating manual workload through AI and ChatGPT solutions.
Sina is a proven GenAI and data transformation specialist for financial applications with over 20 years of experience. Before Unique AG, Sina led data strategy projects at Credit Suisse AG and worked as a consultant at Accenture AG. She lectures on GenAI, AI Governance, and Data Protection at top universities like HSG St. Gallen and HEC Paris, inspiring future tech leaders. Sina also mentors startups on GenAI applications and serves on the ISO expert council in Switzerland. She was recently honored with the “Women in Banking and Fintech 2024” award for her Thought Leadership on Data Protection and AI Governance for GenAI applications for Financial Services by Handelsblatt (#1 business newspaper in Germany). Sina holds a PhD in Financial Modeling from the University of St. Gallen (HSG, Switzerland) and a Diploma in Economics from the University of Mannheim (Germany).
John Januszczak is a seasoned fintech leader and the President & CEO of UBX Philippines, the fintech venture studio and fund of Union Bank of the Philippines. He was appointed to this role after joining UnionBank as a Consultant in 2018. Prior to this, he served as the Chief Operating Officer of Manulife Philippines and held leadership roles such as Head of Global Business Process Management at Manulife Financial and Vice President of Product Management at Meta Software Corporation. His extensive experience in operations, technology, and financial services has positioned him as a key driver of digital transformation in the fintech space.
Under John’s leadership, UBX has grown into Southeast Asia’s fastest-growing fintech, building a robust ecosystem that helps startups and fintech founders access expertise, funding, and customers. He has spearheaded the incubation of award-winning ventures such as i2i, SeekCap, and BUX, while also managing a corporate venture fund that successfully invests in and scales fintech startups. By leveraging corporate ecosystems, open finance, and embedded finance, John continues to drive financial inclusion, innovation, and strategic growth in the Philippine fintech landscape.