Trends Report

The Malaysia Banking Customer Experience Index Rankings, 2023

How Banks Earn Customer Loyalty With The Quality Of The Experiences They Deliver

September 26th, 2023
With contributors:
Dane Anderson , Rick Parrish , Janis Teo , Bill Nagel


How customers perceive a brand influences how much they are willing to spend with the brand and whether they will recommend it to others, as well as how likely they are to forgive the brand’s missteps. This report answers the question, “Which banks in Malaysia provide the best customer experience (CX)?” This report reveals the rankings of six multichannel banking brands that we analyzed as part of the Malaysia Customer Experience Index (CX Index™) 2023. Banking CX professionals in Malaysia can use this report to inform their ongoing CX improvement efforts.

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