Page 44 - ACCESS ANNUAL REPORT 2019

process improvements were received. The continuous trust and confidence customers have in our services is a re ection o how well we have addressed their concerns received through the VoC. Our Bank is ever determined to sustain this confidence and trust y prioriti in response to customer feedback.
Celebrating Our Customers
In celebration of the global Customer Service Week, the Bank dedicated one month to recognise the invaluable contribution of our cherished customers and to create awareness on service excellence, especially as we commemorated our 10 year Anniversary. The customer service month was under the theme: “The Magic of Service, 10 Years of ore , emphasi in the role o exceptional service delivery to the Bank’s sustainable growth in the last 10 years of operations.
Apart rom creatin excitement amon staff through rewards and recognition, over 5,000 customers were involved in “Happy Hour” across all our branches. The Bank instituted a courtesy call scheme, where more than 10,000 customers enjoyed surprise calls on their birthdays. This created a lot o u around the month lon celebration.
Customer Relationship Management
Tool (CRM)
The Bank successfully deployed a complaint handling solution to digitally capture all customer queries, track resolution status to improve turn-around-time and use data to predict customer needs. The analytics capability provides feedback to design products that are tailored to different se ments o our customer ase, introduce targeted loyalty schemes and partnerships. This solution has also enhanced the Bank’s complaint reporting mechanism in conformity with our compliance culture and regulatory requirements.
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81.05%
DETRACTORS 20%
PASSIVE 8%
Overall, the Bank recorded an average per ormance o 1.05 . hus, over out o every 10 customers are lar ely satisfied with the customer experience received in the Bank‘s ranches. his is a ood re ection o the uality of services and an indication of customers’ continued aspiration to do business with the Bank.
he results si nifies a ood reception o new products and services by the Bank as customers are lar ely satisfied with their in ranch experience which translates into good Return on Investment (ROI) for the Bank.
Customer loyalty score of 33 indicates that the Bank has far more happy customers than dissatisfied ones with a out 53 most li ely to recommend the Bank to others. The higher loyalty suggests that more customers with positive word-of-mouth through service satisfaction referrals will translate into new leads and more revenue for the Bank.
2019 Customer Loyalty
43
driving sustainable
Annual Report
growth through innovation
2019
Overall Customer Satisfaction