CUSTOMER EXPERIENCE We place our customers at the heart of everything we do. A positive customer experience not only reflects well on our treatment of stakeholders, but also has a significant impact on our reputation within the banking industry. It is crucial in building customer loyalty and trust. Furthermore, it presents opportunities to encourage customers to purchase additional products or higher-value products. On the other hand, negative customer experiences can lead to business losses and poor economic performance growth. Therefore, we prioritise the positive customer experience to ensure continuous improvements in our performance. Our customer-centric approach puts the customer at the centre of all our business decisions and operations. We value our customers' feedback and preferences when it comes to their banking needs, and we strive to make it convenient for them to do business with us through multiple channels. By tailoring our customer experience to each individual's needs and preferences, we aim to provide a seamless and personalised banking experience for all our customers. Progress in 2022 1 Strengthening Customer Excellence BIMB developed a proactive service culture and focused on enhancing customer experience. We successfully achieved our customer service benchmark indicators in 2022. Additionally, it developed operational excellence and analytics capabilities through the Data Analytics CoE (DAC), which created solutions to support the business in areas such as organisation, customer segmentation, and customer experience propensity modelling. 2 Be U App – Malaysia’s First Islamic Digital Banking Platform We proudly launched Be U by Bank Islam (Be U), Malaysia’s first digital bank of its kind that targets the younger generation. Be U currently provides customers with a zero-balance savings account, known as Be U Qard savings account-i, along with fund transfer capabilities. The app also includes a unique feature called Nest, which allows users to save money for specific goals. 3 Overall Performance 2022 2021 Growth % Net Promoter Score (NPS) 71 49 22 Number of Customer Complaints 3,658 4,974 -26.5 Total Number of Customers >5.7 mil 4.4 mil 29 Outlook To provide customers with even more convenience and flexibility, BIMB plans to add new features to the Be U app over the next 12 months. These features will be introduced in stages, with the first set being personal financial management tools that allow customers to interact with a personalised financial coach. Another feature, QRPay, will enable customers to make payments easily and securely by scanning a QR code. Finally, Gigs is a basic financial product that will allow customers to invest in various financial instruments, such as stocks and bonds. With these new features, BIMB hopes to offer customers a comprehensive suite of digital banking services catering to their financial needs. Integrated Report 2022 120 Economic Impact
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