Report

Inside the Mind of the Malaysian Banking Customer

Research-based insights into the future of Malaysian banking

The majority of Malaysian banking customers are indifferent to their primary bank and have an average net return rate of 0%. They cost banks money. So, what can Malaysian banks do to build stronger, more meaningful customer relationships that lead to profit?

With the expanding variety of digital and traditional channel options and pressures on cost, Malaysian banks face a great challenge -- but also a great opportunity -- to wisely choose where to invest in building customer engagement.

This report is based on one of the largest studies of its kind, Gallup's 2016 Malaysia banking industry study. Take a step into the mind of Malaysian banking customers to discover what they value the most from a bank, and how banks can foster more loyal, lucrative customer relationships in today's complex financial industry.

More than

6 in 10

Malaysian Millennials Are Indifferent to Their Primary Bank

Malaysian Banking Customers

28%

Fully Engaged

60%

Indifferent

12%

Actively Disengaged

Fully engaged banking customers have an average net return rate of

+23%

compared with indifferent customers

0%

Actively disengaged customer

-13%

Malaysian banking customers need more meaningful human interactions with their bank and higher quality channels to increase their loyalty and repurchase behavior.

Gallup's Inside the Mind of the Malaysian Banking Customer report provides business leaders with insights into today's Malaysian banking consumers and offers an in-depth look at their behaviors, attitudes, wants and needs in a changing marketplace.

Download this report to learn:

  • What Malaysian banking customers value most from their bank
  • Strategies for delivering perfect channel experiences
  • How banks can reach customers who are not engaged
  • Case studies that show the value of a robust customer engagement strategy

Download the Full Report

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