Maybank Customer Care Centre Customer Satisfaction Survey Thank you for your interest to participate in the Maybank Customer Care Centre’s Customer Satisfaction Survey. Tell us how you would rate the quality of our customer service. Your feedback and suggestions will help us to serve you better. Please be assured that your response is confidential.   Instructions   1) There are 4 sections (S1-S4) in this survey. Please answer all questions. 2) You can only participate ONCE in this survey.     S1: Basic Enquiry         1. I called Customer Care Centre because: (Please select the latest issue)         Lost ATM card     Problem with ATM card     Enquiry on Savings/ Current account transactions     Forgot M2U password/ pin     Enquiry on M2U transactions     Lost Credit Card     Enquiry on Credit Card transaction     Problem with Credit Card usage     Enquiry on Credit Card balance     Enquiry on Insurance/ Unit Trust     Enquiry on Maybank promotion/ contest     Others Please specify :              2) Response Time       You will be greeted by our Interactive Voice Response (IVR) system when you call us. Upon making the last selection in the IVR system:       (a) How long do you have to wait before being attended by our Customer Care Executive?     Within 20 sec.     20 sec. – 1 min.     1 – 3 min.     3 – 5 min.     More than 5 min.             (b) Given that your call could not be taken within 20 sec, how much longer can you wait?     20 sec. – 1 min.     1 – 3 min.     3 – 5 min.     More than 5 min.     S2: Customer Service Executive   Based on your dealings with our Customer Service Executive, please let us know how you would rate the level of importance (Part A) when communicating with our staff and their performance (Part B) by using the ratings below:       Part A Customer Service Executive Part B Please Select Highly Important Important Neutral Unimportant Highly Unimportant 1) Knowledgeable about Maybank Group’s products and services. Please Select Very Satisfied Satisfied Average Dissatisfied Very Dissatisfied Please Select Highly Important Important Neutral Unimportant Highly Unimportant 2) Understands my questions/ issues and able to solve my enquiries/issues well. Please Select Very Satisfied Satisfied Average Dissatisfied Very Dissatisfied Please Select Highly Important Important Neutral Unimportant Highly Unimportant 3) Prompt in giving solutions. Please Select Very Satisfied Satisfied Average Dissatisfied Very Dissatisfied Please Select Highly Important Important Neutral Unimportant Highly Unimportant 4) Updated me/ Do follow-ups on my request/ enquiry. Please Select Very Satisfied Satisfied Average Dissatisfied Very Dissatisfied Please Select Highly Important Important Neutral Unimportant Highly Unimportant 5) Communicated clearly with me. Please Select Very Satisfied Satisfied Average Dissatisfied Very Dissatisfied 6) Overall, how satisfied are you with our Customer Care Centre service? Please Select Very Satisfied Satisfied Average Dissatisfied Very Dissatisfied     S3: General Information     (a) Age Range:   Below 20   20 – 30   31 - 40   41 - 50   Above 50     (b) Job Description:     Management     Clerical     General     Executive     Professional     Self-Employed     Student     Pensioner     S4: Comment     Our service level could be improved by:         Thank you for your feedback. We sincerely appreciate your opinion and will consider your input when providing more products and services in future.