To understand their needs and preferences, build lasting relationships, and enhance their satisfaction, ultimately ensuring we deliver relevant and value-adding products and services. Why We Engage • Digital touchpoints – Our mobile applications: BIMB Mobile, GO by Bank Islam, Be U by Bank Islam, SMEXpert, BEST, and BISonline. – Our internet banking platforms: BIMB Web and bankislam.biz – Our corporate website: www.bankislam.com – Our social media platforms: Facebook, Instagram, YouTube, TikTok and X (formerly Twitter). • Contact Centres • Our brick-and-mortar locations: ■ 135 branches. ■ 18 SME hubs. ■ 46 Ar-Rahnu outlets. ■ 7 Bureaus de Change. ■ 982 SSTs. • Customer surveys and focus groups. • Webinars and online discussion forums. Channel and Frequency of Engagement • Personalised banking products and services designed to meet individual and corporate needs and goals. • A seamless, integrated experience that ensures convenience, security, and responsiveness throughout all banking interactions. • Expert financial advice tailored to individual needs for better financial planning. Customer Expectations Quality of Relationship: Customers CU Our diverse 4.7 million retail, non-retail, and corporate customers drive our success with their trust and loyalty, inspiring us to consistently meet and exceed their expectations. • Delivering personalised solutions to cater individual customer needs, enhancing the overall experience. • Ensuring secure, swift, and reliable options across both physical and digital banking channels, prioritising customer trust and satisfaction. • Addressing customer concerns efficiently through responsive service across multiple engagement platforms, including remote banking support (e.g. non-voice channels like the AI-powered ChatBot Adam and LiveChat). Our Response and Business Initiatives • Declining quality of mobile banking services, including slow response times and frequent outages, increasing dissatisfaction and the likelihood of customers switching banks. • Heightened exposure to financial scams and fraud through digital platforms, further eroding customer confidence and trust. • Reduced customer loyalty resulting from unpersonalised solutions or a lack of understanding of customer needs, leading to potential attrition. • Competition from traditional and non-traditional financial services, challenging our ability to meet evolving customer expectations and retain market relevance. Risks • Net Promoter Score (NPS) of 28 • Response time – Be U by Bank Islam achieved a Straight-Through Onboarding Ratio (STOR) of 95%, enabling efficient customer onboarding with an average process time of eight minutes and only 1.19 clicks per screen • Downtime and recovery time • 57,543 customer complaints • 335 million active enquiries and transactions via online platforms, valued at RM71.7 million • 249 million overall BIMB Mobile transactions Value Creation Indicators Material Matters: SRF CX DPS Capitals: MF IN SR UNSDGs: Link to: Opportunities Value Created for Customers Value Created for Us • Personalised financial solutions tailored to Shariahcompliant banking products and services, meeting the unique needs of customers while adhering to Islamic principles. • Innovative and sustainable offerings that integrate digitalisation and sustainability to meet our customers’ evolving expectations and values. • A secure, fast, and efficient end-to-end banking experience, enhancing convenience and satisfaction. • Timely resolution of issues through dedicated customer support teams and engagement channels. • Sustained growth and profitability across our operational footprints, ensuring financial stability and long-term success. • Strong brand reputation built through trust and loyalty among customers, supported by the consistent delivery of ethical, Shariah-compliant banking solutions. • Robust customer base that supports our relevance and drives innovation in Islamic financial products and services. • Leadership in digitalisation and sustainability by offering digital-first, sustainable, and ethical banking solutions. Bank Islam Malaysia Berhad ◆ Integrated Annual Report 2024 38 Stakeholder Engagement and Value Creation
RkJQdWJsaXNoZXIy NDgzMzc=