This is the first time Maybank has ranked first in the index, ahead of the local banks and a huge leap from its seventh place ranking last year. Maybank said its improved performance was the result of a two-year "customer experience transformation journey". In the last two years, the bank has also rolled out a monitoring system to track customer experience indicators, with the results tracked monthly at the bank's Customer Experience and Service Innovation Council chaired by their chief executive.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2016/Ap...
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