KEY METRICS
APS country benchmark:
74.0 points
FANs% score benchmark:
81% or more
CRITICs% score benchmark:
14% or less
APS country average score:
43 points
MARKET LEADERS
MERCHANTRADE MONEY ranked first with an APS score of 79.7, followed by RYT BANK: AI-POWERED BANK at 75.9. CIMB OCTO MY placed third, matching the competitive score benchmark.
All three achieved a Strong rating, associated with high satisfaction and engagement, alongside positive signals of loyalty and willingness to recommend. Their results establish a useful reference for the surveyed market: stronger user satisfaction is achievable, and product teams have a concrete standard against which to assess progress.
MERCHANTRADE MONEY
79.7 points
RYT BANK
75.9 points
CIMB OCTO MY
74.0 points
MARKET OVERVIEW
Malaysia’s banking and fintech apps have earned considerable user enthusiasm, but delivering a consistent experience remains a challenge. The October 2026 survey, APS from Cassuarina Labs, analyzed more than 9,959 valid responses across 20 apps. The average APS score was 43 out of 100, placing the surveyed market in the Developing Zone (40–49), defined by mixed or improving performance and an experience that remains uneven rather than fluid. This aggregate result highlights the opportunity to make everyday interactions more dependable.
Survey results show that 54.0% of respondents’ qualitative feedback fell into the “Love It” category, covering scores of 81–100. Meanwhile, 34.1% was classified as “Frustrated” at 0–20, and 4.2% as “Very disappointed” at 21–40. The remaining 7.7% reflected intermediate satisfaction levels, from disappointment to liking the apps without loving them. This divided sentiment suggests that strong positive experiences have yet to translate into broad, consistent satisfaction.
The competitive targets provide a clearer direction for product teams: an APS score of 74.0, Fans at 81%, and Critics at 14%. Apps seeking stronger relative performance should aim to meet or exceed the first two benchmarks while keeping the third at or below its target. The strategic lesson is to track enthusiasm and dissatisfaction separately, ensuring that gains among satisfied users do not obscure persistent friction elsewhere.
DOWNLOADS
App Metrics Dataset - APS REPORT
Compare every app with detailed survey metrics: APS score, FANs%, CRITICs%, and user satisfaction distributions by score range (0–100) and satisfaction category—“Love It,” “Like It,” and “Disappointed.” Built for benchmarking performance across apps.
MALAYSA APPS METRICS DATASET - OCTOBER 2026 (exclusive content)
User Satisfaction Survey Dataset
Explore the full qualitative feedback for every app analyzed. Real user comments reveal the experiences, expectations, and frustrations behind the scores, helping you identify strengths and opportunities for improvement.
MALAYSA - BANKING & FINTECH APPS USER SATISFACTION SURVEY - App Pulse Score© (APS)