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NXS.ID
Ncustomers
Xmarketing
Sacquisition
Last Week
Insights Mapping
Interbank Transfers
22%
Auto-Debit Functionality
18%
Chatbot Efficiency
15%
Complaint Resolution Speed
12%
Transaction Disputes
10%
Chatbot-to-Agent Escalation
7%
Fraud Prevention & Security
6%
ATM Availability
5%
Transaction Limits
3%
Others
2%
Suggestion
NXS Bank should enhance chatbot efficiency, accelerate interbank transactions, improve the reliability of auto-debit services, and optimize the speed of complaint resolution in order to significantly boost overall customer satisfaction and strengthen user trust in its services.
What’s Happening?
Interbank Transfers (18%)
Delayed interbank transactions remain the top driver of customer frustration, especially during weekends or outside of banking hours. Users demand real-time reliability for transfers between banks — particularly for business-related and urgent transactions.
Auto-Debit Functionality (15%)
Many complaints stem from failed or delayed auto-debit processes — including bill payments, subscriptions, and loan installments. Customers are requesting smarter reminders, real-time failure alerts, and retry mechanisms.
Chatbot Efficiency (14%)
While widely used, the chatbot still struggles with natural language accuracy and complex queries. Users want quicker, more human-like responses — not repeated template replies. A better-trained bot = fewer escalations and higher satisfaction.
Complaint Resolution Speed (12%)
The speed at which complaints are resolved directly impacts satisfaction and NPS. Customers who get closure within 24 hours are twice as likely to recommend the bank — particularly when empathy and clarity are part of the response.
Transaction Disputes (10%)
Duplicate charges, failed e-wallet top-ups, and unrecognized payments remain high-friction issues. Customers expect swift tracking, real-time updates, and resolution without needing to “chase” CS for status.
Chatbot-to-Agent Escalation (8%)
Although a minority of chatbot cases require escalation, the handover experience is crucial. Delayed transfers, repeated verification, or robotic tone from live agents can drop trust instantly.
Branch Wait Times (7%)
Customers visiting physical branches — usually for high-value or sensitive matters — often report long waits. Expectations are shifting toward appointment-based systems or live queue tracking via app.
ATM Availability (6%)
ATM downtime, empty cash trays, and maintenance blackouts continue to affect user convenience. Especially during gajian or holidays, users demand better transparency and ATM health indicators on the app.
Transaction Limits (5%)
Inquiries about daily and per-transaction limits, particularly from SME owners and online sellers, suggest the need for customizable limits or flexible tiers linked to user behavior.
Others (5%)
Additional feedback includes requests for: Dark mode on the app; Expense tracking by category; Virtual debit cards; Cross-border transaction visibility. These “quality of life” features show that beyond fixing problems, customers expect proactive digital innovation.
