RHB Bank is deepening its focus on customer experience through its ongoing partnership with Qualtrics, a provider of experience management solutions.
Over the past two years, the bank has expanded its customer feedback program into a full-fledged Voice of Customer (VoC) ecosystem, measuring experience across 17 customer journeys.
The collaboration has allowed RHB to conduct digital listening across all channels, gaining real-time feedback and applying data-led improvements.
This includes implementing dashboards tailored to different business functions and using text analytics to better understand customer comments.
Since adopting the VoC approach, RHB has resolved thousands of customer issues, introduced several process enhancements, and recorded customer satisfaction scores exceeding 85% across channels.
As part of its long-term strategy, RHB aims to further embed customer insights into its operations by improving self-service options, building a structured customer experience framework, and investing in employee upskilling.
Norazzah Sulaiman, Group Chief Brand and Customer Experience Officer at RHB, said,
“We’ve made tremendous progress on our customer experience journey over the past few years. By scaling up our Experience Management ecosystem- supported by trusted partners like Qualtrics, we‘ve seen tangible improvements in both satisfaction and service delivery.
As we move into the next phase of our corporate strategy “Progress27”, our focus remains on delivering exceptional service, driving sustainable growth, and strengthening our role as a responsible, purpose-driven financial institution.”
Thomas Karthaus, Country Manager for SEA and Greater China at Qualtrics, said,
“We’re proud to work with a market leader like RHB in helping them win back over 4,000 dissatisfied customers and achieve such significantly strong customer satisfaction results.
It’s clear that today’s market leaders are putting customers at the heart of everything they do and making customer experience a business priority.”
Featured image: Edited by Fintech News Malaysia, based on image by AbulKalamAzad0420 via Freepik
