NPS SURVEY FOR BRANCHES_FAQS_28.07.2021

FY2021 NPS Survey for Branches

FY2021 NPS SURVEY

FOR BRANCHES

FOR INTERNAL CIRCULATON ONLY

"I have answered the survey last
month. Do I need to participate
again today?"

"Oh that's great. Thank you so
much for your feedback.
However, it is much appreciated
if you can share your thoughts for
today's experience as well.
It is very important for us to know
that we are consistent in
delivering good customer service
to all our customers."

FY2021 NPS SURVEY

FOR BRANCHES

FOR INTERNAL CIRCULATON ONLY

"I am not interested to explore
and apply other products. What
should I answer for
question no 7?"

"Never mind, Sir/Mdm. You
may select 'None of the
above' for question no 7 in
the survey."

FY2021 NPS SURVEY

FOR BRANCHES

FOR INTERNAL CIRCULATON ONLY

"If I select the product in
question 7 from the survey,
meaning I want to explore and
maybe apply that product, what
will happen?"

"We will call you as per
contact number provided in
question no 6 to explain
further about the product."

Sample script when callback customers to cross-sell:-

“apQyatGmaoobRoruoytoccuiomadcotulidelpmoinennauootgtdrirewounfCdnrriaronieienbnmgddgooEituAtyhuntofCarcfuoatiiCknruryudrvABossiChuats.oiamnItwmsrkatdeieodBstrr?.eaocEMn…ouinxgnry.pts”vbeeanerrrranaeiembisnentrceneachtdneislcfatSohAosur.mtrkmYvwnioereoeuyuwetl vohkaimanaatvadonelrdkIe

FY2021 NPS SURVEY

FOR BRANCHES

FOR INTERNAL CIRCULATON ONLY

"I don't have anyone/any potential
customers to introduce to you.
What should I answer for
question no 8?"

"Never mind, Sir/Mdm. You
may select 'None of the above'
for question no 8 in the survey.
We will not request for any
additional information of the
potential customers.
However, Sir/Mdm, you are
going to miss a RM20 cash
reward upon a successful
referral."

FY2021 NPS SURVEY

FOR BRANCHES

FOR INTERNAL CIRCULATON ONLY

"If I want to introduce any potential customers
to you as per Q8, meaning I have selected one of
products, what will happen?"

"Thank you for that, Sir/Mdm. Trust that you have
obtained an ‘ok’ or consent from the potential
customers for us to call them or at least she is aware
that someone from the Bank will contact them.
We will call you to get the potential customer details,
such as his/her name and contact number.
Subsequently, we will contact them via phone to
further understand his/her banking needs.
The best part is, Sir/Mdm, once the potential
customer’s application has been approved,
regardless any of products that he/she has applied,
you will get RM20 as a reward. We will credit the
money into your CASA account. Sounds interesting,
right?"

Sample script when callback customers to get potential customers
information:--

TacAashuloncsascdottnohomckuamonetynentoIs-rtuesici.onastIntno’omefcemodoxsruutnpuhcrtlosheaartctyfetooyoahroucbiuaymhoolwlau/utvhtirhseeohiernuomttdrboe.itCrrMaieenuicsnatrttrreyloeMydInd?stthuhacYAaevictpeco.pothYehuirsoens/urtoh/nheC’arsuvdr‘eoreektna’ tils

We are here to support you :)

Ima Hamzah
[email protected]

Ahmad Izat
[email protected]

Zulhilmi
[email protected]