Skip to content
Tuesday, 27 October 2026

The Ledger Asia

Trusted Insights. Asian Perspective.

Subscribe
Markets

Malaysia Ranks Second in ASEAN Banking Customer Experience as AI and Trust Reshape Industry

Malaysia ranked second in ASEAN banking customer experience, scoring 3.93 out of 5 in Twimbit’s 2026 study, which highlights AI, customer trust and service quality.

By Bernard Lee6 min read

Kuala Lumpur, 27 October 2026 – Malaysia ranked second among six Southeast Asian markets for banking customer experience, scoring 3.93 out of 5, behind Singapore’s 3.99, according to The State of CX in ASEAN Banking 2026 report unveiled by Singapore-based research and advisory firm Twimbit on Tuesday. The study assessed 42 traditional and digital banks across Singapore, Malaysia, Thailand, Indonesia, Vietnam and the Philippines, giving the region an overall customer experience score of 3.86.

For banks, investors and financial technology providers, the findings suggest that digital banking capabilities alone are no longer sufficient to distinguish financial institutions. As mobile banking becomes widespread and artificial intelligence takes on a larger role in customer interactions, the ability to provide reliable service, protect customer information and resolve problems efficiently is becoming increasingly important to customer retention and competitiveness.

Unlock the Full Article

This article is exclusive to The Ledger Asia Subsribers / PAID members.

Subscribe to Read More

Already have an account? Log in here

This content has been restricted to logged-in users only. Please log in to view this content.

Author

  • Bernard Lee

    Bernard is a social activist dedicated to championing community empowerment, equality, and social justice. With a strong voice on issues affecting grassroots communities, he brings insightful perspectives shaped by on-the-ground advocacy and public engagement. As a columnist for The Ledger Asia, Bernard writes thought-provoking pieces that challenge norms, highlight untold stories, and inspire conversations aimed at building a more inclusive and equitable society.