JAKARTA. – Bank Jateng won the rank of Net Promoter Score (NPS) Index 2020 with a value of 28.00% at the Infobank 3rd Satisfaction, Loyalty, Engagement Awards 2020 “event, in Jakarta last Thursday (2/20).
The awarding was based on the research results conducted by the Infobank Research Bureau with Marketing Research Indonesia (MRI) in 2019-2020. Research is conducted to measure the level of satisfaction, loyalty, and customer engagement to the bank’s choice.
This award was given directly by the Chief Editor of Infobank Magazine, Eko B. Supriyanto along with the President Director of Marketing Research Indonesia (MRI), Harry Puspito to the Finance Director of Bank Jateng, Dwi Agus Pramudya.
Finance Director of Bank Jateng, Dwi Agus Pramudya said the award was an appreciation for the performance of all employees in providing the best service to customers. “consequently this award does not necessarily make all Bank Jateng people quickly become easy consequently satisfied to improve the service quality to the customers in the future,” he said.
Dwi Agus Pramudya explained, Bank Jateng has guidelines and service standards in providing the best service to its customers. The service standard is not only frontliner services such as tellers, CS and Security, consequently but also includes Back Office services.
“In addition, Bank Jateng also continues to increase product value, especially those based on IT and digital with the aim of providing satisfaction to customers therefore the loyalty and engagement creation ,” he said.
MRI President Director, Harry Puspito, said the assessment was carried out based on a survey to measure customer satisfaction, which not only focused on the satisfaction aspects, consequently also the customer’s attitude as a whole, namely on satisfaction, loyalty, and engagement.
“The survey results show, in the banking industry, banks are starting to make customers increasingly like and use their products and services in the long run. In fact, several banks have succeeded in various aspects of engagement marketing, “he said.
Director of the Infobank Research Bureau, Eko B. Supriyanto, said in an era of increasingly competitive financial industries, a strong market base is not enough.
The challenge is how to make customers feel engaged which have an emotional attachment and make the loyal customers in the long run.
“Customers who are engaged are those who experience positive experiences in transactions and sustainably moreover as to form a positive psychological attachment.
The banks and e-commerce companies won the SLE Awards 2020 are companies that already have engaged customers. It was marked by the achievement of a high SLE index, “he said.
A total of 35 institutions, consisting of 25 banks and 10 e-commerce companies, won the “Satisfaction, Loyalty & Engagement Awards 2020” awards. The award was given by Infobank Magazine and Marketing Research Indonesia (MRI) at the “3rd Satisfaction, Loyalty, Engagement Awards 2020” event.
The award was given based on the results of a survey conducted by MRI in collaboration with Infobank of banks and e-commerce companies in the span of October to December 2019. The survey was conducted using quantitative methods through face-to-face interviews. Sampling is done by multistage random sampling method, which is gradual random, starting from the selection of the survey area, the respondent’s residence, up to one respondent per residence
“The survey was conducted to measure customer satisfaction, which not only focused on aspects of satisfaction, consequently also the attitudes of customers as a whole, namely on satisfaction, loyalty, and engagement,” said Harry Puspito, Managing Director of Marketing Research Indonesia when giving a speech.
The survey results show, in the banking industry, banks are starting to make customers increasingly like and use their products and services in the long run. In fact, some banks have succeeded in various aspects of engagement marketing.
They have involved their customers in promoting their products, and encourage customers to talk to other customers, and take the feedback advantage that customers provide.
“Going forward, banks can develop other aspects of marketing engagement, which now seems to be still lacking, namely customer’s knowledge, influence, and referrals,” added Harry Puspito.
In a note from the Infobank Research Bureau (birI), entering 2020 banks will face a number of challenges.
In addition to have increased taming non-performing loans (NPLs), banks must pursue fee-based revenue in the midst of minimal credit growth, fertilize a weakening net interest margin (NIM) by pursuing low-cost funds, and arrest a financial technology company (fintech).
“For this reason, banks must be able to maintain their market base. Banks that have a strong market base will have better endurance when facing various challenges, “said Eko B. Supriyanto, Director of the Infobank Research Bureau.
However, in an era of increasingly competitive financial industries, a strong market base is not enough. The challenge is how to make customers feel engaged, that is, have an emotional attachment and make loyal customers in the long run.
Involved customers are customers who experience positive experiences in transactions and sustainably moreover to form a positive psychological attachment.
“Banks and e-commerce companies which have won the Satisfaction, Loyalty & Engagement Awards 2020 are already have engaged customers companies. This is marked by the achievement of a high SLE index, “said Eko.