Malaysia Retail Banking Competitor Benchmarking - Analyzing Top Players Market Performance and Share, Retention Risk, Financial Performance, Customer Relationships, Customer Satisfaction and Actionable Steps, which is part of a series of Malaysia content including country analysis and consumer profiles - analyzes financial performance, depth of customer relationships, and customer satisfaction. It ranks Malaysia's top banks across a range of criteria, from digital experience to product clarity and money management tools.
Malaysian banks increased their total divisional assets (TDA) from 2020 to 2021, indicating they have managed to recover well from with the impact of the COVID-19 pandemic. Public Bank and Maybank increased their market share in multiple segments from 2011 to 2021, entrenching their positions. CIMB also saw increases in its market share, except for the retail mortgage segment. Customers in this market are generally unlikely to switch provider; many have a tenure of over five years with their bank and describe themselves as likely or very likely to use their bank's services to achieve a financial goal.
Malaysian banks increased their total divisional assets (TDA) from 2020 to 2021, indicating they have managed to recover well from with the impact of the COVID-19 pandemic. Public Bank and Maybank increased their market share in multiple segments from 2011 to 2021, entrenching their positions. CIMB also saw increases in its market share, except for the retail mortgage segment. Customers in this market are generally unlikely to switch provider; many have a tenure of over five years with their bank and describe themselves as likely or very likely to use their bank's services to achieve a financial goal.
Scope
- Public Bank and Maybank were able to increase their market share in all four major markets over 2011-21. RHB Bank and Hong Leong Bank were less successful, seeing their market shares decline in the credit card and personal loan spaces.
- Unlike many other markets where loyalty rewards and competitive prices are the biggest driver of NPS, Malaysian consumers prioritize the support they receive to help them better use digital banking services.
- AmBank has the highest NPS of any bank. However, this is an area of weakness across banks in Malaysia. Five of the eight banks recorded a negative NPS, with an average score of -1%.
Reasons to Buy
- Identify factors affecting growth prospects across Malaysia's current account, deposit, credit card, personal loan, and mortgage markets.
- Track competitor gains and losses in market share.
- Assess the financial performance of competitors.
- Benefit from detailed analysis of the drivers of customer advocacy.
Table of Contents
- Executive Summary
- Financial Performance
- Financial ratios
- Market shares
- Customer Relationships
- NPS
- Customer tenure
- Depth of relationship
- Cross-selling
- Customer Satisfaction
- NPS satisfaction drivers
- Overall satisfaction
- Digital satisfaction
- Actionable Steps
- Appendix
- Methodology
- Further reading
Companies Mentioned (Partial List)
A selection of companies mentioned in this report includes, but is not limited to:
- Bank Islam
- Bank Simpanan Nasional
- Public Bank
- Hong Leong Bank
- AmBank
- Maybank
- RHB Bank
- CIMB
