Malaysian banks achieve 87% customer satisfaction in 2025 industry survey

Malaysian banks achieved an 87% customer satisfaction rate in a 2025 survey, indicating generally positive customer experiences. The survey, which gathered 9,500 responses, also revealed a Net Promoter Score of +43, showing customers are willing to recommend their banks. Convenience, reliability, and digital innovation were key satisfaction drivers. Mobile banking apps scored 84% satisfaction, while relationship managers received the highest score at 90%. The survey, conducted biennially since 2017, highlighted areas for digital reliability improvement.