Kuala Lumpur, May 2 - The Malaysian Association of Money Services Business (MAMSB), had successfully completed the Money Services Business (MSB) Customer Experience (MCX) Benchmarking and Awards to assess customer experience levels for the MSB industry using global standards and recognise companies that are leading the way in providing excellent customer experience.
Speaking at a Press Conference, the President of MAMSB, Ramasamy K Veeran, said that the Association had taken the bold step of launching the MCX Benchmarking and Awards 2017 to recognise best in class MSB companies that have demonstrated leadership and commitment in delivering exceptional customer experience. This is one of MAMSB’s strategic priorities in transforming the industry to be more customer centric, modern and professional.
“We broke new ground with this benchmarking survey in terms of focusing on customer feedback and expectations of service levels at MSB outlets as well as recognizing companies and staff within the industry that stood out from their peers based on the excellent feedback given by customers’ surveyed that had frequented our members’ outlets. Through this survey and the MCX Awards, we want to bring the MSB Industry to the next level and set new standards within the financial services industry.
“This initiative is important as the MSB industry players are interacting and servicing millions of people especially the inbound and outbound travelers and service levels are a key determining factor,” Ramasamy said.
In 2016, the turnover of the MSB industry grew by 14.62% from RM103.3 billion in 2015 to RM118.4 billion. (Source: BNM Financial Stability and Payment System Report 2016).
“Hence, it is important that MSB players are receptive to the needs of customers and provide a high standard of customer service in order to gain customers’ trust and confidence,” he added.
The Association had launched the MCX industry benchmarking exercise in late 2016 and had engaged Frost & Sullivan, a global research and consulting organisation, to conduct the survey on its behalf to ensure the integrity and independence of the findings and for globally recognized standards to be applied for the benchmarking.