Maybank Singapore has topped the annual Customer Satisfaction Index of Singapore. This is the first time the bank has ranked first in the index, ahead of the local banks and a huge leap from its seventh place ranking last year. The index is produced by the Institute of Service Excellence (ISES) at Singapore Management University. Maybank said its improved performance was the result of a two-year ‘customer experience transformation journey’. In the last two years, the bank has also rolled out a monitoring system to track customer experience indicators, with the results tracked monthly at the bank’s Customer Experience and Service Innovation Council chaired by the chief executive.
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