Ini Dia Bank-Bank dengan Layanan Terbaik Tahun 2023

Jakarta – Sebanyak 32 bank berhasil meraih 163 penghargaan “Infobank 20th Banking Service Excellence Awards (BSEA) 2023”. Penghargaan diberikanolehMajalah Infobank dan Marketing Research Indonesia (MRI) atas keberhasilanmereka dalam memberikan layanan terbaiknya kepada nasabah.

Pemberian penghargaan dilangsungkan di Shangri-La Hotel, Jakarta, Selasa, 20 Juni 2023. Pemberian penghargaan didasarkan pada hasil survei yang dilakukan MarketingResearch Indonesia sejak akhir 2022 hingga Maret 2023.

Survei bertajuk “BankService Excellence Monitor (BSEM) 2023” itu untuk mengukur kualitas serviceatau layanan bank di mata nasabahnya, baik nasabah yang datang ke kantor cabang secara tatap muka, maupun nasabah yang memanfaatkan layanan digital banking.

“Untuk memastikan pengukuran BSEM 2023 benar-benar merefleksikanekspektasi nasabah dan tren industri perbankan saat ini, kami terlebih dahulumelakukan studi kuantitatif dan kualitatif terhadap berbagai segmen konsumen, meliputi online workshop, in-depth interview, focus group discussions, danonlinesurvey,” ujar Direktur Utama MRI Harry Puspito.

Sementara itu, pengukuran customer experience nasabah dilakukan denganmenggunakan metode mystery shopping. Dengan metode ini, MRI mengukur operational efficiency dan proses layanan yang berlangsung melalui pengalamannasabah dengan mengirimkan sejumlah shopper yang bertindak sebagai pelanggan sesungguhnya.

Secara garis besar, studi ini mengulas dua kategori touchpoint perbankan. Pertama, kantor cabang dan layanan prioritas dari bank umum sebagai touchpoint perbankan tradisional yang mengambil bobot sebesar 43%.

Kedua, touchpoint digital yang meliputi layanan electronic banking (phone banking, SMSbanking, mobile banking, internet banking, dan aplikasi investasi), layananpembukaan rekening online, digital branch, ATM dan CRM, serta berbagai saluranlayanan contact center, seperti call center, chatbot, social media, live chat, email, dan website perbankan yang bersama-sama mengambil bobot 57%.

Pemberian penghargaan BSEA 2023 merupakan bentuk penghargaan kepadabank-bank yang berhasil melakukan peningkatan layanan dengan inovasi teknologi digital.

“Semangat bank untuk memanfaatkan teknologi digital tetapharus dibarengi dengan peningkatan security system tanpa mengabaikanfokuspada customer centric,” ujar Eko B. Supriyanto, Chairman Infobank Media Group.

Acara yang dibuka dengan Executive Lecture bertema “Crime andRiskPrevention in Financial Sector” itu menghadirkan Prof Muliaman D. Hadad, SE, MPA, Ph.D, (Ketua Dewan Komisioner OJK periode 2012 – 2017), sertaMahendra Siregar, SE, M.EC. (Ketua Dewan Komisioner OJK) sebagai keynotespeaker. Acara BSEA 2013 ini terselenggara berkat dukungan para sponsor, antaralainPermata Bank, BSI, BNI, Bank Sumselbabel, PaninBank, BCA, Bank BJB, BSG, Bank Danamon, Bank Kaltimtara, Commonwealth Bank, Rintis Sejahtera(Jaringan PRIMA), Bank Jatim, BTN Syariah, BTN, Bank DKI, BCA Syariah, BankBJB Syariah, Bank Muamalat, dan Bank KB Bukopin Syariah.

Daftar Bank Peraih Penghargaan “Banking Service Excellence Awards 2023”

1 BNI – SPECIAL AWARD: THE BEST GOVERNMENTBANK IN SERVICE EXCELLENCE 2023

• TITANIUM RECOGNITION – 15 CONSECUTIVEYEARS IN SERVICE EXCELLENCE
• THE 1st BEST DIGITAL CHANNELINSERVICE EXCELLENCE
• THE 1st BEST CONTACT CENTERINSERVICE EXCELLENCE
• THE 1st BEST – CONVENIENT BRANCHEXPERIENCE IN PRIORITY SERVICE
• THE 1st BEST – CALL CENTER
• THE 1st BEST – PHONE BANKING- THE 2nd BEST IN SERVICE EXCELLENCE- THE 2nd BEST E-BANKING INSERVICEEXCELLENCE
• THE 2nd BEST – MOBILE BANKING
• THE 2nd BEST – CHATBOT

2 BANK PERMATA – DIAMOND RECOGNITION – 20 CONSECUTIVEYEARS IN SERVICE EXCELLENCE

• THE 1st BEST – CONVENIENT BRANCHEXPERIENCE IN PRIORITY SERVICE
• THE 1st BEST – PUBLIC ATM- THE 2nd BEST WALK-IN CHANNEL
• THE 2nd BEST- CUSTOMER SERVICE

3 BANK PERMATA SYARIAH

• PLATINUM RECOGNITION – 10CONSECUTIVE YEARS INSERVICEEXCELLENCE
• THE 1st BEST IN SERVICE EXCELLENCE- THE 1st BEST – CUSTOMER SERVICE
• THE 1st BEST – CONVENIENT BRANCHEXPERIENCE
• THE 1st BEST WALK-IN CHANNEL
• THE 2nd BEST – TELLER

4 BANK MANDIRI – SPECIAL AWARD: THE BANK WITHLONGTERM CONSISTENCED PERFORMANCEINSERVICE EXCELLENCE

• DIAMOND RECOGNITION – 20 CONSECUTIVEYEARS IN SERVICE EXCELLENCE
• THE 1st BEST E-BANKING INSERVICEEXCELLENCE
• THE 1st BEST – MOBILE BANKING- THE 1st BEST – CONVENIENT BRANCHEXPERIENCE IN PRIORITY SERVICE
• THE 1st BEST – CHATBOT
• THE 2nd BEST – SMS BANKING
• THE 2nd BEST – DIGITAL BRANCH- THE 3rd BEST IN SERVICE EXCELLENCE- THE 3rd BEST WALK-IN CHANNEL

5 BCA – TITANIUM RECOGNITION – 15 CONSECUTIVEYEARS IN SERVICE EXCELLENCE

• THE 1st BEST – INTERNET BANKING- THE 1st BEST – DIGITAL BRANCH- THE 1st BEST – OPENING ACCOUNTVIAMOBILE APPLICATION/MOBILE BROWSER- THE 1st BEST – LIVE CHAT
• THE 1st BEST – CASH RECYCLINGMACHINE(CRM)
• THE 2nd BEST CONTACT CENTERINSERVICE EXCELLENCE
• THE 2nd BEST DIGITAL CHANNELINSERVICE EXCELLENCE
• THE 2nd BEST – MUTUAL FUND APPS. – THE 2nd BEST – EMAIL SERVICE
• THE 3rd BEST E-BANKING INSERVICEEXCELLENCE

6 BANK COMMENWEALTH

• PLATINUM RECOGNITION – 10CONSECUTIVE YEARS INSERVICEEXCELLENCE
• THE 1st BEST IN SERVICE EXCELLENCE- THE 1st BEST WALK-IN CHANNEL
• THE 1st BEST – CUSTOMER SERVICE
• THE 1ST BEST – TELLER
• THE 1st BEST – SOCIAL MEDIA
• THE 1st BEST – EMAIL SERVICE
• THE 1st BEST – MUTUAL FUND APPS. – THE 2nd BEST – CONVENIENT BRANCHEXPERIENCE
• THE 2nd BEST – INTERNET BANKING

7 BANK DANAMON – PLATINUM RECOGNITION – 10 CONSECUTIVE YEARS IN SERVICE EXCELLENCE

• THE 1st BEST – CONVENIENT BRANCHEXPERIENCE IN PRIORITY SERVICE
• THE 1st BEST – SMS BANKING
• THE 1st BEST – OPENING ACCOUNTVIAWEBSITE
• THE 2nd BEST – TELLER
• THE 2nd BEST – PRIORITY STAFF
• THE 2nd BEST PRIORITY BANKINGINSERVICE EXCELLENCE

8 BANK DANAMON SYARIAH

• GOLDEN RECOGNITION – 5 CONSECUTIVEYEARS IN SERVICE EXCELLENCE
• THE 1ST BEST – TELLER
• THE 3rd BEST IN SERVICE EXCELLENCE- THE 3rd BEST WALK-IN CHANNEL

9 BRI – GOLDEN RECOGNITION – 5 CONSECUTIVEYEARS IN SERVICE EXCELLENCE

• THE 2nd BEST – OPENING ACCOUNT VIA WEBSITE
• THE 2nd BEST – PUBLIC ATM- THE 2nd BEST – CASH RECYCLINGMACHINE(CRM)
• THE 3rd BEST CONTACT CENTERINSERVICE EXCELLENCE
• THE 3rd BEST DIGITAL CHANNELINSERVICE EXCELLENCE

10 BANK CIMB NIAGA – SPECIAL AWARD: THE TRAIL BLAZERS BANK OF SERVICE EXCELLENCE

• THE 2nd BEST – LIVE CHAT
• THE 2nd BEST – SOCIAL MEDIA

11 CITIBANK – SPECIAL AWARD: THE TRAIL BLAZERS BANK OF SERVICE EXCELLENCE

12 BANK HSBC INDONESIA

• SPECIAL AWARD: THE TRAIL BLAZERS BANK OF SERVICE EXCELLENCE
• THE 1st BEST – CONVENIENT BRANCHEXPERIENCE IN PRIORITY SERVICE
• THE 2nd BEST – PHONE BANKING

13 BJB – THE 1st BEST – PRIORITY STAFF

• THE 1st BEST – CONVENIENT BRANCHEXPERIENCE IN PRIORITY SERVICE
• THE 1st BEST PRIORITY BANKINGINSERVICE EXCELLENCE

14 BANK PANIN – THE 2nd BEST – WEBSITE

15 BTN – THE 1st BEST – CONVENIENT BRANCH EXPERIENCE IN PRIORITY SERVICE

16 BTN SYARIAH – THE 2nd BEST IN SERVICE EXCELLENCE- THE 2nd BEST – CUSTOMER SERVICE

• THE 2nd BEST WALK-IN CHANNEL

17 BTPN – SPECIAL AWARD: THE PIONEER OF DIGITAL BANKING IN INDONESIA

• THE 1st BEST – CALL CENTER
• THE 1st BEST – EMAIL SERVICE
• THE 1st BEST – MOBILE BANKING- THE 2nd BEST IN SERVICE EXCELLENCE- THE 2nd BEST – CHATBOT
• THE 2nd BEST – LIVE CHAT
• THE 2nd BEST – WEBSITE

18 BANK SEABANK INDONESIA

• THE 1st BEST IN SERVICE EXCELLENCE- THE 1st BEST – MOBILE BANKING
• THE 1st BEST – CALL CENTER
• THE 1st BEST – CHATBOT
• THE 2nd BEST – LIVE CHAT

19 BANK KEB HANA – THE 1st BEST IN SERVICE EXCELLENCE- THE 1st BEST – OPENING ACCOUNT VIA MOBILE APPLICATION/MOBILE BROWSER- THE 1st BEST – WEBSITE

• THE 2nd BEST – CALL CENTER
• THE 2nd BEST – SOCIAL MEDIA
• THE 2nd BEST – EMAIL SERVICE

20 BANK MUAMALAT INDONESIA

• PLATINUM RECOGNITION – 10 CONSECUTIVE YEARS IN SERVICE EXCELLENCE
• THE 2nd BEST OPENING ACCOUNT VIA MOBILE APPLICATION/MOBILE BROWSER- THE 2nd BEST – CHATBOT
• THE 2nd BEST – LIVE CHAT
• THE 2nd BEST – SOCIAL MEDIA
• THE 2nd BEST – EMAIL SERVICE
• THE 2nd BEST – MOBILE BANKING- THE 3rd BEST IN SERVICE EXCELLENCE- THE 3rd BEST WALK-IN CHANNEL

21 BCA SYARIAH – GOLDEN RECOGNITION – 5 CONSECUTIVE YEARS IN SERVICE EXCELLENCE

• THE 1st BEST – CUSTOMER SERVICE
• THE 1st BEST – TELLER
• THE 1st BEST WALK-IN CHANNEL
• THE 1st BEST – EMAIL SERVICE
• THE 2nd BEST IN SERVICE EXCELLENCE- THE 2nd BEST – INTERNET BANKING

22 BSI – THE 1st BEST IN SERVICE EXCELLENCE- THE 1st BEST – CONVENIENT BRANCH EXPERIENCE

• THE 1st BEST – OPENING ACCOUNTVIAMOBILE APPLICATION/MOBILE BROWSER- THE 1st BEST – CALL CENTER
• THE 1st BEST – CHATBOT
• THE 1st BEST – SOCIAL MEDIA
• THE 1st BEST – LIVE CHAT
• THE 1st BEST – EMAIL SERVICE
• THE 1st BEST – MOBILE BANKING
• THE 1st BEST – INTERNET BANKING- THE 2nd BEST WALK-IN CHANNEL
• THE 2nd BEST – CUSTOMER SERVICE
• THE 2nd BEST – WEBSITE

23 BJB SYARIAH – THE 2nd BEST – TELLER

• THE 2nd BEST – CONVENIENT BRANCHEXPERIENCE
• THE 2nd BEST – CALL CENTER

24 KB BUKOPIN SYARIAH

• THE 1st BEST – OPENING ACCOUNT VIA WEBSITE

25 BANK MEGA SYARIAH

• THE 1st BEST – WEBSITE

26 BANK DKI – TITANIUM RECOGNITION – 15 CONSECUTIVEYEARS IN SERVICE EXCELLENCE

• THE 1st BEST – CONVENIENT BRANCHEXPERIENCE
• THE 1st BEST – OPENING ACCOUNTVIAMOBILE APP
• THE 2nd BEST IN SERVICE EXCELLENCE- THE 2nd BEST – CUSTOMER SERVICE
• THE 2nd BEST WALK-IN CHANNEL
• THE 2nd BEST – CALL CENTER

27 BANK SUMSELBABEL

• PLATINUM RECOGNITION – 10CONSECUTIVE YEARS INSERVICEEXCELLENCE
• THE 1st BEST IN SERVICE EXCELLENCE- THE 1st BEST – CUSTOMER SERVICE
• THE 1st BEST – TELLER
• THE 1st BEST – CONVENIENT BRANCHEXPERIENCE
• THE 1st BEST WALK-IN CHANNEL
• THE 1st BEST – INTERNET BANKING- THE 2nd BEST – OPENING ACCOUNTVIAMOBILE APP. – THE 2nd BEST – SMS BANKING

28 BANK SULUTGO – THE 1st BEST – SMS BANKING

• THE 2nd BEST – TELLER

29 BANK KALTIMTARA – THE 2nd BEST – SOCIAL MEDIA

• THE 2nd BEST – INTERNET BANKING

30 BANK JATIM – THE 1st BEST – SOCIAL MEDIA

31 BANK KALSEL – THE 1st BEST – MOBILE BANKING

• THE 3rd BEST IN SERVICE EXCELLENCE- THE 3rd BEST WALK-IN CHANNEL

32 BANK RIAU KEPRI SYARIAH

• HE 1st BEST – CONVENIENT BRANCHEXPERIENCE
• THE 1st BEST – CALL CENTER