84
FocusonCustomers
Providing the best in customer service
and building mutually beneficial long-
term relationships.
• Going the extra mile
• Responsible marketing and communication
2011
2012
2013
Progress
Resolution of customer complaints through GIFT
(programme initiated in 2012)
n/a
95%
98.4%
•
AccesstoFinance
Understand the interaction of social
issues and financial products to develop
effective and affordable solutions for the
community.
• Growing our reach — multiple touchpoints
• Branch transformation
• Reaching the underbanked
• Supporting customers in difficulty
• Microfinance
• Support for small businesses
• Supporting escalating costs of living
2011
2012
2013
Progress
Maybank One: A bundled product that assists
the lower income segment to familiarise and
benefit from financial products via kiosks
(programme initiated in 2012)
n/a
33 kiosks
44 kiosks
•
Our Digital Footprint
Technology has enabled us to fulfil the
increasingly complex requirements of a
growing sophisticated customer base.
• Looking into the future
• Information technology
• Data Protection, Privacy and Security
2011
2012
2013
Progress
Online access
20,722,590
M2U active users
24,038,016
M2U active users
28,819,658
M2U active users
•
ProductStewardship
Leadership in responsible lending
and addressing risks arising from
environmental, social and governmental
(ESG) issues are key to meeting our
sustainability commitments.
• Investment banking and advisory
• Green and renewable energy project finance
• Leadership in Islamic Finance
• Procurement sustainability
2011
2012
2013
Progress
Maybank2u Planner assisting registered users in
Financial Planning (programme initiated in 2012)
(cumulative)
n/a
42,817 users
83,714 users
•
ourapproach
In our 53 years, we have focused on going the extra mile to provide access to those who were not being served by any other financial institution. Our commitment is based
on three key principles: advising customers based on their needs, providing people with access to funding and being at the heart of the community.
We believe every action and decision we take must contribute to humanising financial services. In practice, this means we aim to enable access to banking and financial
services for all segments of society. As our business grows, we contribute to the region’s prosperity. Responsible growth means stewardship in promoting financial services
and products.
As an industry, we are also exposed to additional impacts through the companies we finance. Being custodians of public funds, the banking sector is constantly under
scrutiny. We are committed to having deep knowledge of our clients’ businesses, including understanding their social and environmental impacts. At the same time, we
believe that our business will only thrive when embedded with elements of good governance, social innovation and environmental integrity. For us, leadership in the
marketplace is defined by this strategically oriented mindset.
progressandpriorities
OUR PRODUCTS AND SERVICES
•
On track
•
Progressing
•
Not on track
