Page 107 - Bank Muamalat_AR24

ANNUAL REPORT 2024 1 2 3 4 5 Sustainability Statement 6 7 8 105

Through the ATLAS platform, Bank Muamalat is not only Performance is regularly monitored and reviewed by
enhancing operational efficiency but also reinforcing its the Management Committee (MANCO), with oversight
position as a forward-looking institution that integrates from Senior Management to ensure accountability and
faith, lifestyle, and technology to better serve a diverse and continuous improvement.
evolving customer base.
• Enhanced Digital Onboarding Efficiency: In FY2024, the
Data Management Bank improved the turnaround time (TAT) for digital savings
account onboarding, reducing the need for customers to
Strengthened the Bank’s enterprise data platform by walk into branches, thereby boosting convenience and
integrating fragmented data sources into a centralised accessibility.
and intelligent repository. This allowed for complete data • Service Efficiency Gains: Quicker response times to
visibility, improved governance, and quicker access to customer queries and better handling of requests have
actionable insights. Data quality was maintained through led to improved CSAT metrics and resolution timelines.
continuous monitoring, while strong controls such as
classification protocols, encryption, access restrictions, • Positive Business Outcomes: The enhancements in service
and Data Loss Prevention (DLP) measures were implemented delivery contributed to increased deposit growth, a higher
to protect sensitive information. These efforts were number of accounts opened, and improved scalability of
supported by regular audits, near real-time reporting, security the customer onboarding process.
awareness training, consistent policy enforcement, and • Reinforced Brand Trust and Data Security: The Bank
a well-prepared incident response plan. Together, these
measures empowered business units to make informed continued to safeguard customer trust through robust
decisions and contributed measurable value to the Bank. data protection measures, leveraging secure cloud
infrastructure to ensure the confidentiality, integrity, and
Customer Convenience and Trust availability of customer information.
• The industry standard for Average Waiting Time (AWT)
The Bank continues to prioritise customer satisfaction and is set at 80%; FY2024, the bank exceeded expectations
operational efficiency as part of our commitment to service
excellence: by achieving 90%.
• The increase in Ar Rahnu customers, rising by 11.4%
• Customer Satisfaction in FY2024: The Bank achieved a from the previous year, has directly impacted the Average
Customer Satisfaction (CSAT) score of 96.0% in FY2024, Waiting Time (AWT) percentage. Despite this surge in
up from 94.0% in FY2023, marking a 13.53% increase demand, the Bank has successfully maintained service
from 82.8% in FY2022. This consistent upward trend efficiency and exceeded industry standards.
reflects the Bank’s ongoing commitment to customer-
centric service enhancements. • Launching of Customer Experience Journey (CEJ)
Programme in 2025 for all branch staff to further improve
• Efficient Complaint Resolution: In FY2024, 66.88% of service quality and customer interactions. Additionally,
customer complaints were resolved within 0–2 working introducing “Salam Muamalat” as the official greeting
days, an improvement supported by process streamlining and appointing Floor Officers (FOs) to manage customer
and the introduction of Service Level Agreements (SLAs) flow and enhance the banking hall experience.
with key business units. Complaint volume declined by
12.96% compared to FY2023, signalling greater efficiency These outcomes affirm the Bank’s unwavering commitment
and improved customer experience. to delivering a superior customer experience, with FY2024
• Contact Centre Performance: Compared to 791,107 calls marking another strong year of progress toward service
in FY2023, the Contact Centre received and responded excellence and trust-building. Customers are experiencing
to 536,335 calls in FY2024. Of these, 38% were related to improved service efficiency, with 90% of transactions
Internet Banking login issues, which continue to drive a meeting the target Average Waiting Time (AWT), surpassing
significant portion of customer interactions. Callbacks on the 80% benchmark. Bank Muamalat continues to
dropped calls were actively conducted to improve issue implement digital solutions to further enhance customer
resolution and satisfaction. convenience and reduce waiting times.
• Call Abandonment Rate: The Bank maintained a call
abandonment rate of 9.26%, aligning with industry
standards and reflecting effective queue and resource
management.
• Governance of Customer Feedback: Feedback and
complaint resolution remain a key priority for the Bank.