Customer Experience
To create positive experiences and foster deeper trust with our customers, we actively listen to customers throughout the lifecycle of our products and services and address their feedback actively.
Digital Banking
UOBI launched TMRW in 2020, the first digital bank for ASEAN’s digital generation.
In 2024, we sharpened our focus for UOB TMRW to enable acquisition at scale, competitive cost and engagement for customers. These guided the Bank’s efforts to expand features and services, catering to the diverse needs of customer ranging from everyday banking to long-term wealth management. UOB TMRW actively enhanced its offerings to elevate customer experiences and strengthen its market position. By integrating wealth, savings, and insurance Personal Financial Services products into the app, we aim to make UOB TMRW customers’ go-to platform for financial transactions, driving deeper engagement and fostering digital activity.
TMRW enables us to acquire and serve the huge base of digital-first customers across Indonesia. This complements our omni-channel approach, offering our customers the option of digital touch points to serve more advisory and complex financial needs and services such as deposit accounts, loans and credit cards.
As customers spend more time using TMRW, it becomes more familiar with their wants and needs as it translates transaction data into actionable insights to make their banking experience fun and engaging. To maintain a good experience and 24/7 interaction with customers, TMRW is equipped with a chatbot called TIA (Tomorrow Intelligent Assistant), with its interface taking reference from popular messaging apps. TIA engages in communication with the customers and connect customers to human assistant seamlessly without them having to exit or toggle away from the TMRW app. TIA also provides prompt responses and solutions for customers.
Review of Policy and Performance Effectiveness
In 2024, UOB Indonesia continues to enhance UOB TMRW with new product and features to serve customer’s diverse needs. Key improvements launched are:
- Introduced Digital CashPlus for quick access to credit, flexible repayments, and limit management
- Soft launch of Self-Serve Unit Trust to allow customers to buy, sell, and switch mutual funds product via UOB TMRW app.
- Introduced additional features such as Instalment Conversion options, Temporary and Permanent Credit Limit Increase, and Real-time Expense Tracker
- Strengthen security features by implementing Anti-Remote Access Detection feature to ensure a secure digital banking experience.
Customer Experience and Satisfaction
Our customers are the core of our business. By actively engaging and listening to their needs, we can serve them better and create lasting relationships.
Review of Policy and Performance Effectiveness
In focusing on doing what is right for customers, we act in their best interests and provide them with appropriate solutions and services through our omni- channel approach. Our culture and values - Honourable, Enterprising, United and Committed, serve as the guidelines in how we treat all of our customers.
In addition to implementing this culture and values, the UOBI Customer Commitments Awards Ceremony is held annually to recognize employees who have led and become role models in fulfilling commitments to customers. This is done to ensure that UOBI employees continue to provide the best services to customers. In 2022, we have awarded two winners in the individual category and three winners in the group category.
Improving Customer Satisfaction and Advocacy
Customer satisfaction assessment and evaluation is the key to improve our services and future business growth. We aim to receive objective feedback from our customers through the Net Promoter Score (NPS) metrics which is a proven metric to measure customer satisfaction and loyalty that is recognised worldwide. We use the Net Promoter Score (NPS) for all business lines and product. NPS is one of the tools used to measure customer loyalty, indicating the customers’ likelihood to recommend a company’s brand, products or services to others.
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