Receiving the `Best Customer Experience Business Model’ award in the Customer Experience in Financial Services (CXFS) Asia Awards 2015 on behalf of UOB Malaysia were (starting from third left) UOB Singapore head of group strategic communications and customer advocacy Nicolette Rappa, UOB Singapore head of group customer advocacy and service quality Janice Ang, UOB Malaysia head of customer advocacy and service quality and Michelle Liew and other members from the UOB team.
KUALA LUMPUR: United Overseas Bank (Malaysia) Bhd (UOB Malaysia) has won the Best Customer Experience Business Model award at the inaugural Customer Experience in Financial Services (CXFS) Asia Awards 2015.
The award was given to UOB Malaysia in recognition of the Bank’s “Raising customer experience through people” customer experience and customer loyalty initiative.
As part of the initiative, UOB Malaysia launched a series of programmes such as customer satisfaction surveys, feedback programmes and follow up calls to gauge customer satisfaction on issues resolution.
Wong Kim Choong, chief executive officer of UOB (Malaysia) said that what was central to UOB Malaysia’s success in customer service excellence was a culture focused on doing what is right for the Bank’s customers.
“Our culture has been built on timeless values which extend to how we treat each other and serve our customers. Central to this is a firm belief in doing what is right. To us, this includes offering the right solutions and providing financial advice that give our customers reason to trust us,” said Wong.
The CXFS Asia Awards are the premier regional awards that commend financial institutions for their innovative and superior customer experience and service standards.
Ruben Kempeneer, Regional Director for Asia Pacific, Timetric said, “We would like to extend our heartfelt congratulations to UOB Malaysia for winning the Best Customer Experience Business Model award.
“We applaud the Bank’s effort in realising the importance and emphasising customer experience at the heart of their operations and culture to ensure and raise their customers’ satisfaction.”
UOB Malaysia is a subsidiary of Singapore-based United Overseas Bank Limited and has had a presence in Malaysia since 1951.
UOB Malaysia offers an extensive range of commercial and personal financial services through its branches, subsidiaries and associate companies: commercial lending, investment banking, treasury services, trade services, cash management, home loans, credit cards, wealth management, general insurance and life assurance.
In line with the UOB Group’s regional corporate social responsibility initiatives focusing on children, education and the arts, UOB Malaysia has organised the annual UOB Heartbeat Run since 2008 to raise funds for charity. In 2011, UOB Malaysia established the inaugural Painting of the Year Competition and Exhibition.