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122 BANK MUAMALAT MALAYSIA BERHAD
DATA ON MATERIAL MATTERS
M11 CUSTOMER EXPERIENCE
Customer Satisfaction Survey
The Bank improved its overall customer satisfaction score by 2.13% in FY2024. Its scores across all touchpoints increased and
continued to be in the 80 percentile
Category/Touchpoints FY2023 FY2024 Variance
No. of respondents 500 500 0
Overall Customer Satisfaction Index 94% 96% 2
Branches 92% 98% 6
Contact Centre 84% 96% 12
Internet Banking 91% 95% 4
Mobile Banking 89% 95% 6
Self-service Terminals 91% 94% 3
Complaints
The number of complaints in FY2024 has decreased by 12.96% compared to FY2023. On resolving complaints received by
our customers, the Bank ensured prompt turnaround time to avoid customers’ dissatisfaction. 68.88% of complaint cases were
resolved within 2 working days. Fraud cases in FY2024 have increased by 32.46% compared to FY2023.
Turnaround Time for Complaint Resolution Number of Complaints Resolved Percentage (%)
0 – 2 Working Days 2,623 66.88%
3 – 5 Working Days 659 16.80%
> 5 Working Days 640 16.32%
Total 3,922 100%
No. of
Complaints by Category %
Complaints
Internet Banking Related 1,901 25.54%
Self-Service Terminal Related 10 0.13%
Fraud 3,522 47.31%
Branch Services 51 0.69%
Delay in Preparing Home Financing Statement for EPF Withdrawal 0 0
Others 1960 26.33%
Total 7,444 100.00%
