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