KUALA LUMPUR: Malaysian banks recorded an overall customer satisfaction score of 87 per cent in the Malaysian Retail Banking Industry Customer Satisfaction Survey 2025, reflecting generally positive experiences among banking customers.

In a joint statement today, the Association of Banks in Malaysia (ABM) and the Association of Islamic Banking and Financial Institutions Malaysia (AIBIM) said they received a total of 9,500 responses from customers of the 19 participating banks, comprising both conventional commercial banks and Islamic banks.

The associations said the survey measured customer experience using Customer Satisfaction and the Net Promoter Score (NPS), with customer satisfaction ranging from zero to 100 per cent, while NPS, based on customers’ likelihood of recommending their bank, is reported on a scale from -100 to +100.

"The industry’s overall customer satisfaction score stood at 87 per cent, indicating that a majority of customers were satisfied with their banks, while the NPS was +43, reflecting customers’ willingness to recommend their bank to family and friends,” they said.

The survey was conducted independently by Kantar Malaysia Sdn Bhd.