30/03/2026

MONDAY | MAR 30, 2026

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BANKING & INSURANCE

Malaysian banks achieve 87% customer satisfaction in survey

Citi establishes global AI infra banking group to tap growing opportunities PETALING JAYA: Citi has announced the formation of a global artificial intelligence (AI) infrastructure banking group to capture growing oppor tunities in the AI ecosystem as demand for data centres and computing capacity accelerates throughout the world. The new group brings together senior leaders from Citi’s investment banking and corporate banking businesses, enhancing collaboration across key sectors including tech nology, communications, ener gy and power, real estate, and crypto. Investment bankers Ric Spencer, the vice-chair of technology, and Ashish Agra wal, co-head of real estate, will lead the effort across Citi’s global investment banking coverage. They will work closely with sector leaders covering data centres, AI, technology and real estate. The group also includes Ben Mortimer (mergers and acquisitions), Alex Watkins (financing), and Doug Baird (technology corporate bank ing), ensuring integrated ad visory and financing support for clients. Citi estimates that nearly US$3 trillion (RM12 trillion) will be required by 2030 to fund incremental data centres and related infrastructure as AI adoption accelerates globally. The new AI infrastructure banking group will streamline cross-sector collaboration and broaden access to capital pools across bank financing, private credit, infrastructure and real estate financing, and structured debt. Citi has been one of the leading foreign banks in Malaysia since 1959. With almost 4,000 em ployees, Citi has a full-service franchise on the ground that spans corporate banking, commercial banking, treasury and trade, markets and in vestor services, as well as transaction services via Citi Solutions Centres. Through their institutional business, Citi has a physical presence in 94 countries, local trading desks in close to 80 markets and a custody net work in more than 100 markets around the world, of which 63 are proprietary to Citi.

siveness, while larger banks are valued for their comprehensive offerings and scale. Overall, the findings suggest the industry is meeting customer expectations while continuing to adapt to ongoing digital change. While the overall results are encouraging and reflect the industry’s strong commitment to customer-centric service, the survey also highlights important areas for continued improvement. The positive satisfaction levels affirm the progress made in strengthening service quality, expanding digital capabilities, and enhancing customer engagement. At the same time, the findings point to the need to further im prove digital reliability to ensure consistent availability of seamless and secure platforms that are user-friendly. Other areas of opportunity for the banks include streamlining processes to reduce friction and enhance efficiency, as well as deepening personalisation to better meet customers’ evolving expectations. Overall, the survey not only validates the industry’s achieve ments to date, but also provides a clear direction for the way forward – reinforcing that delivering excellent customer experience is an ongoing journey of continuous improvement and innovation.

o ABM and AIBIM say while findings are encouraging and reflect strong commitment to enhance banking experience, they also highlight important areas for continued improvement

PETALING JAYA: The Malaysian Retail Banking Industry Customer Satisfaction Survey 2025 recorded an overall customer satisfaction score of 87%, the Association of Banks in Malaysia (ABM) and the Association of Islamic Banking and Financial Institutions Malaysia (AIBIM) announced recently. The survey, which was con ducted independently by Kantar Malaysia Sdn Bhd, measured customer experience using Cus tomer Satisfaction and the Net Promoter Score (NPS). Customer Satisfaction reflects the proportion of customers who are satisfied with their banking experience and ranges from 0% to 100%, while NPS is based on customers’ likelihood to reco mmend their bank and is reported on a scale of ¢ 100 to +100. Results of the survey should be interpreted within the context of the survey’s scope, sampling methodology and timeframe. Fieldwork for the survey was conducted between July 21, 2025 and Oct 2, 2025. A total of 9,500 Launched in 2024, Project 1000 began as a 1,000km solo ultra endurance run, designed to test human limits while giving back to the community. This initiative aims to inspire meaningful change by raising funds and awareness for underserved children in Asia, empowering them through movement and self-belief. This year, Dau embarked on a new ultra-endurance challenge, Breaking 8, running the length of Peninsular Malaysia in six days 16 hours and 37 minutes. Starting on March 7 in the lead-up to International Women’s Day, Dau ran an average of 105km daily, breaking her own Guinness World Record for the Fastest Crossing of Peninsular Malaysia on foot, previously set in 2024. In 2026, Project 1000 is partnering with Cahaya Surya Bakti , a foundation which supports displaced families by focusing on protection, care and opportunities. Demonstrating their shared commitment, Zurich Malaysia and Zurich Singapore have contributed S$10,000 to support the

all touchpoints; convenience, reliability and digital innovation are the key drivers of customer satisfaction and mobile banking applications remain one of the most-used channels, valued for convenience, accessibility, speed and round-the-clock availability (customer satisfaction score of 84%). It also includes relationship manager channel scored the highest amongst all channels, especially among affluent cus tomers who value personalised advice (customer satisfaction score of 90%); the industry’s Cus tomer Service Charter remains relevant, with all four pillars (Know Your Customer, Timely and Efficient Service, Transparent and Personable Service, and Banking Made Accessible) recording customer satisfaction scores of over 80%. The key highlights also include customers recognise the distinct strengths of different banks – smaller banks are appreciated for personalised service and respon

responses were obtained from customers of the 19 participating banks, comprising conventional commercial banks and Islamic banks. Conducted biennially since 2017, the survey is an industry wide initiative led by ABM and AIBIM with the support of Bank Negara Malaysia. It provides an industry-level reference point to assess service standards and drive ongoing improvements in cus tomer experiences in the Malaysian banking industry. The key findings of the survey include the overall customer satisfaction score for the industry stood at 87%, indicating that a majority of customers are satisfied with their banks. The industry recorded an NPS of +43, with many customers willing to recommend their bank to family and friends. Key highlights include res pondents reported positive ex periences across both digital and in-branch services, demonstrating consistent service delivery across

Zurich Malaysia, Singapore unite to support Project 1000 PETALING JAYA: Building on Zurich’s spirit of collaboration across Asia Pacific, Zurich Malaysia and Zurich Singapore have come together to support Project 1000, an inspiring ultra-marathon initiative led by Guinness World Record holder and renowned endurance athlete Natalie Dau.

Dau crosses the finish line after completing Project 1000 in under seven days, breaking her own Guinness World Record for the fastest crossing of Peninsular Malaysia on foot.

record-breaking athletic milestone while helping to create lasting opportunities for communities across Southeast Asia.” Project 1000 continues to make a meaningful impact in Southeast Asia, with a strong focus on empowering children through movement, access to sports, and greater opportunities for girls in underserved communities. This initiative emphasises the value of athleticism and equal access, helping children across the region unlock their potential and achieve personal growth.

tainable change, and supporting communities across Southeast Asia. Together, we can make a greater difference and create a future filled with equality and opportunity.” Meanwhile, Singapore CEO and commercial insurance Asia head Liam Burrell said, “We’re thrilled to support Natalie Dau’s Project 1000 with Zurich Malaysia. This collaboration goes beyond sponsorship; it underscores Zurich’s commitment to making a lasting difference in the communities we serve. By joining forces, we celebrate a remarkable individual’s

Banking & Finance Zurich Malaysia country CEO Junior Cho said, “We are honoured to champion Project 1000 and stand alongside Zurich Singapore in celebrating Natalie Dau’s remarkable achievement. This collaboration reflects our shared commitment to empowering women, driving sus cause. Zurich invited employees, customers and partners to join the effort. Donations made until to morrow will be matched by the Z Zurich Foundation (up to US$10,000), amplifying every contribution to maximise community impact.

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