Customer Satisfaction & Loyalty Survey 2019


Maybank held a 2019 Customer Satisfaction & Loyalty Survey this year, an annual survey that was held to identify the level of customer satisfaction and loyalty in using Maybank products and services in 2019.

Survey period: 1 September - 30 November 2019.

Survey implementation:

  • The survey was conducted in September - November 2019.
  • This 2019 Maybank Customer Satisfaction & Loyalty Survey is in collaboration with PT. The Nielsen Company Indonesia as the survey vendor appointed by Maybank.

Survey mechanism:

  • Survey using Face-To-Face Interview method for Maybank customers who were randomly chosen in 9 regions represented from big cities (Jakarta, Bandung, Yogyakarta, Semarang, Solo, Surabaya, Medan, Palembang, Balikpapan, Pontianak and Makassar).
  • PT. The Nielsen Company Indonesia will contact Maybank Customers by telephone to invite Customers to take part in 2019 Maybank Customer Satisfaction & Loyalty Survey.
  • Interviews will be conducted at a location determined by the Customer or based on an agreement between Customer and PT. The Nielsen Company Indonesia.
  • The vendor's interviewer (PT. The Nielsen Company Indonesia) will show their ID card and bring a letter of assignment from Maybank.
  • PT. The Nielsen Company Indonesia only conducts interviews/surveys based on data from Maybank customers that have been provided by Maybank.
  • Data provided by Maybank to vendor will only be used for this survey. The vendor will not use the data for purposes outside this survey and will not disseminate/misuse the data of Customer provided. This has been stated in a cooperation agreement between Maybank and PT. The Nielsen Company Indonesia.
  • Data provided is Customer’s name and telephone number.

For more information please contact Customer Care at 1500611, or visit the nearest Maybank branch office.