Last Week
Insights Mapping
Digital & Mobile Banking
22%
Account Management & Debi…
18%
Loans & Credit Services
15%
Investment & Wealth Manag…
12%
Promotions & Loyalty Progra…
10%
Customer Support & Service…
7%
Fraud Prevention & Security
6%
User Experience & App Interf…
5%
Payments & QRIS
3%
Others
2%
Suggestion
NXS Bank should improve the reliability of its digital banking services, streamline and speed up loan approvals, expand access to investment education for customers, and strengthen fraud prevention measures to ensure a safer, more seamless, and empowering banking experience for all users.
What’s Happening?
Digital & Mobile Banking (22%)
Mobile banking dominates user behavior, with most customers preferring apps over web portals. Common issues include login failures, delayed transactions, and QR payment errors. Cashback inquiries and e-wallet top-up support also generate heavy engagement.
Account Management & Debit Cards (18%)
A large portion of new users onboard digitally rather than through branches. Lost or stolen debit cards are the top reasons for replacement, while increasing transaction limits is the most requested account feature.
Loans & Credit Services (15%)
Most loan applications are for personal needs, followed by SME-related financing. Rejected credit card applications are typically due to incomplete documentation, while interest rate transparency continues to be a concern for applicants.
Investment & Wealth Management (12%)
Customers are gravitating toward mutual funds and stocks as preferred investment tools. High-net-worth individuals increasingly request tailored advisory services, while others seek clarity on risk profiling.
Promotions & Loyalty Programs (10%)
Cashback promos and app-exclusive vouchers receive strong traction, especially among young professionals and small business owners. Promo success is highest when tied to spending milestones or seasonal events.
Customer Support & Service Channels (7%)
Live chat and in-app messaging outperform call centers in satisfaction scores. Users demand faster, clearer responses, especially for transaction disputes and card-related issues.
Fraud Prevention & Security (6%)
Phishing scams and fake customer service numbers are top fraud threats. The majority of cases are flagged via mobile channels, reflecting customer trust in instant reporting systems.
User Experience & App Interface (5%)
Visual clarity, quick navigation, and stability during app updates are critical to positive sentiment. Gen Z users especially request features like gamified saving and spend tracking.
Payments & QRIS (3%)
QRIS is widely used for daily payments, but issues like failed transactions and unclear refund processes persist. There’s growing interest in QR-linked reward programs.
Others (2%)
User ideas include virtual debit cards, spending summaries, and educational content for first-time investors. A few suggested accessibility improvements like multilingual menus and dyslexia-friendly fonts.
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