In line with our mission "Humanising Financial Services," Maybank Indonesia has committed to always provide the best quality service. It is done by providing products needed by the customers as well as great attention towards ethics and responsibility in each product. In that way, we are able to support customers' business as well as giving optimum effects towards company's business continuity.
Maybank Indonesia established the development of Service Values, Service Standard, and Service Commitment that are in accordance with the focus of the latest service strategy improvement and continued improvement in the communication process and CARE (Customers Are Really Everything) campaign designed as the basis of the Branch Office Service Team working process. In order to initiate customer engagement improvement, Maybank Indonesia also focuses on improvement in Service Leadership, Service Ownership, Service That Sells mindset and Service Satisfication -- Loyalty implementation. This program aims to realize WOW Customer Experience as the brand and Customer Centricity as the DNA.
Maybank Customer Care constantly improves services to customers through the development of human resources, systems and service procedures to align with the company's vision and mission. Maybank Customer Care synergizes with Customer Experience and is also incorporated in Customer Experience Management to form consistent and continuous service quality standard to build a Customer Centricity culture. It aims to strengthen service quality to become a one stop service -- end to end WOW Customer Experience, which is expected to further increase customer loyalty and strengthen Customer Engagement and advocacy.
Maybank Customer Care Indonesia is here to provide convenience for customers to get the best services. Other than through the bank offices, customers can access services through telephone, e-mail and social media to get information services, requests and complaints.
In 2017 Maybank Indonesia developed service innovation by opening MOVE (Maybank Online Savings Account Platform) online account. In MOVE service, Maybank Customer Care officers conduct a face-to-face verification to prospective customers using Skype video access. The development of this service is to provide convenience for prospective customers in opening Maybank account anywhere and anytime, without having to come to the bank offices.
The Bank manages customer complaints comprehensively starting from acceptance to completion. Customer complaints are analyzed and evaluated to be reported to the Directors and related divisions, as inputs for the development and improvement of services to customers in the future. Proactively the Bank monitors movement of the number of complaints, in which if there are certain issues that could lead to an increase in the number of complaints, escalation is carried out immediately so that the impact can be minimized. The management of customer complaints at Maybank Indonesia is made in line with the mission of Maybank, "Humanising Financial Services" and its governance is carried out by the Centralized Customer Care Division (CCC) supported by special work units, Customer Feedback Resolution Management (CFRM).
Maybank Indonesia is committed to firmly uphold the Financial Services Authority of Indonesia (OJK) stipulation and Bank of Indonesia regulations on customers confidentiality and privacy. We strictly guard the possibility of privacy violation by our internal parties. The execution of operational banking activity constantly refers to customers data confidentiality implemented in various work mechanism and procedures carried out in the Customer Care, both in the provision of information and handling requests or complaints.
Maybank Indonesia has a vision of "To be Indonesia’s No.1 Bank in Customer Satisfaction by providing world class quality of service delivery and high value of process innovation". To achieve this goal, Maybank Indonesia continuously strives to improve the quality of services and give positive impression to customers. One of the efforts in increasing customer satisfaction is by doing customer satisfaction survey collaborating with independent consultants. The survey results are the basis of evaluation for Maybank Indonesia to continue improving initiatives and innovation in services as well as People, Product, Process, and also Infrastructure Areas. Considering how important the role of customer satisfaction is for the sustainability and development of the company, we make Customer Satisfaction Index one of Maybank Indonesia's Key Performance Indicators.