The CSS 2024/25 aims to measure customer satisfaction with the services provided by Insurance and Takaful players in Malaysia. The survey will help identify areas for improvement and ensure that industry players meet the service standards outlined in the Customer Service Charter (CSC), ultimately enhancing the overall customer experience.

NielsenIQ Malaysia has been appointed as the official research agency by Bank Negara Malaysia (BNM) and the Boards and Management Committees of the Associations (MTA/LIAM/PIAM) to conduct the CSS 2024/25.

The survey will be conducted via phone calls by NielsenIQ Malaysia’s research team. Customers of Insurance and Takaful companies may be randomly selected and contacted for their feedback between November 2024 and March 2025.

Participation is voluntary, but your feedback is valuable. By participating, you contribute to improving the quality of services provided by Insurance and Takaful companies in Malaysia.

Yes, all responses will be kept confidential and used solely for research purposes. Individual responses will not be shared with Insurance or Takaful companies, and your personal information will be protected in accordance with the Personal Data Protection Act 2010 (PDPA).

The phone survey is designed to be brief and should take approximately 15-20 minutes of your time.

The results will be analyzed to assess industry performance and identify areas for improvement. Insights will be shared with Insurance and Takaful companies to help them enhance their customer service and overall customer experience.

To ensure you are participating in the official survey, remember that NielsenIQ Malaysia representatives will never request personal information such as your identification card (IC) number or bank account details. If you receive such requests, please be cautious and report them to the relevant authorities.

For more information about the CSS 2024/25, you can contact our customer service department at [callcentre@zurich.com.my / 1-300-888-622(within Malaysia) +603-2109-7999(outside Malaysia)] for assistance. Our team will be happy to assist you and answer any questions you may have.