CUSTOMER SATISFACTION INDEX SURVEY (CSS) 2024/25

As part of Bank Negara Malaysia’s (BNM) ongoing efforts to ensure that all Insurance and Takaful industry players uphold their commitments and deliver services as outlined in their Customer Service Charter (CSC), both BNM and the Boards and Management Committees of the Associations (MTA/LIAM/PIAM) have approved the appointment of NielsenIQ Malaysia as the research agency to conduct the Customer Satisfaction Survey (CSS) 2024/25.

This survey is a key initiative aimed at ensuring the industry meets the customer service standards outlined in the Customer Service Charter and driving improvements in the overall customer experience provided by all Insurance and Takaful players.

The survey will take place from November 2024 to March 2025. During this period, customers may be contacted by NielsenIQ Malaysia researchers via phone. Your participation would be greatly appreciated, as it will help improve the customer service standards of the Insurance and Takaful industry in Malaysia. We thank you in advance for your support and cooperation.

Thank you for your attention to this matter.

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