2022 2023 2021 2022 2023 2021 2022 2023 2021 Net Promoter Score (NPS)7 Number of Customer Complaints Total Number of Customers 49 71 50,129 4,143,879 59,957 4,384,247 55,217 4,306,964 67 Overall Performance In 2023, Bank Islam's performance data indicated a Net Promoter Score of 67, a decrease from 71 in the previous year, yet considerably above the score of 49 in 2021. Our customer complaints fell to 55,217, down from 59,957 in 2022. Additionally, our total customer count increased to 4,384,247, reflecting a continued growth in our customer base. These figures collectively suggest a year of sustained positive performance with opportunities for further improvements in customer satisfaction. Outlook We are dedicated to maintaining the reliability and performance of our existing mobile and internet banking systems. We will be introducing a new mobile and internet banking system that is designed to deliver an enhanced customer experience. ⁷ The Net Promoter Score (NPS) serves as a metric to gauge customer loyalty by assessing their likelihood to recommend a company to their peers. Customer Data Analytics Our data science practice continues to make strides through strong collaboration with various business units. This year, we sharpened our analytics capabilities which included the launch of the Next Best Product initiative. Additionally, we have also expanded our footprint into new areas, including Group Institutional Banking (GIB) with the BIMB Intelligent Portal (BZINT) for corporate intelligence and the Recovery Unit, where the team is experimenting with Generative AI to help reduce the cost of collections. This effort yielded an attributable net profit of RM15.2 million due to a cumulative increase of 223 million in various services through cross-selling. We also saw a 41.1 million new investment from the Al-Awfar product and increased Personal Financing assets by RM17.7 million through various lead generation activities. What We Did: Progress and Achievements: 117 1 2 3 4 5 6 7 8 9 www.bankislam.com SUSTAINABILITY STATEMENT
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