Customer Experience

Ensuring customer satisfaction

Our Group Customer Experience and Advocacy function monitors key performance indicators and metrics relating to customer experience at both the strategic and operational levels. Regular updates are presented to the Group Chief Executive Officer (CEO), country CEOs, senior management as well as relevant committees such as the Fair Dealing Guidelines Committee, the Operational Risk Management Committee and the Board Risk Management Committee. These updates relate to customers’ Net Promoter Scores (NPS) for Group Retail, Group Wholesale Banking and Global Markets, Contact Centre and our branches, as well as customer complaint indicators and end-to-end service measures.

We actively listen to customers across the life cycles of our products and services. Through our Voice of Customer programmes and activities, we manage customer insights and testing to improve customer satisfaction and loyalty. We have cross-functional teams in place to develop, refine and implement improvement initiatives using the consolidated customer insights drawn from internal and external sources. UOB’s Art of Service Recovery Programme equips our colleagues with the skills to resolve customer complaints and to turn challenging situations into positive outcomes. We conduct a review and root-cause analysis for every customer feedback that we receive. With the help of the relevant business and/or support unit, we address the concerns of each customer and identify areas for improvement.  

Our continuous improvement is also guided by the NPS and Customer Satisfaction Score, which are tracked throughout the year. Through industry surveys such as the Customer Satisfaction Index of Singapore (CSISG) and findings from our external consultants, we obtain an independent gauge of the level of satisfaction among our customers as well as their changing needs. We use information and insights from these sources to enhance the customer experience and to develop products and services that enable us to serve our customers better.

Digital connectivity for businesses

UOB Infinity

UOB Infinity is our online banking platform for companies, on which they can manage their banking needs, transact and track payments in real time, all on a single platform. Tapping our financial supply chain management capabilities, our corporate clients can also connect digitally with their suppliers, buyers and distributors to exchange and validate trade documents, and in turn obtain financing quickly and smoothly.

UOB SME app

Our UOB SME app is designed to help small- and medium-sized enterprises (SMEs) transact securely on the go. Through the app, SMEs can access solutions including financing, as well as business management tools that help them achieve greater efficiency in areas such as human resources, payroll, logistics and digital marketing. SMEs will also be able to view their cash flow data on an interactive dashboard, set personalised foreign currency watchlists with instant alerts, and obtain customised insights and information on relevant industry events. The UOB SME app can also be accessed on desktop.