MALAYSA

Mobile App User Satisfaction Surveys

  • APS benchmark: 74.0 points (October 2026 survey)

  • FANs% score benchmark: 81%

  • CRITICs% score benchmark: 14%

  • APS average score: 43.3 points

October 2026 Survey - Top 10

  • APS SCORE: 79.7 | FANs%: 85.4% | CRITICs%: 9.0%

FULL SURVEY RESULTS AND DETAILED USER FEEDBACK FOR EVERY APP

ADACASH | AEON WALLET MALAYSIA | ALIPAY | BIMB MOBILE | BOOST APP MALAYSIA | CIMB OCTO MY | GXBANK | HLB CONNECT MOBILE BANKING APP | IRAKYAT MOBILE BANKING | MAE BY MAYBANK2U | MERCHANTRADE MONEY | MYASNB | MYPB BY PUBLIC BANK | NIMBURA・ONLINE LOAN APP | PAYPAL | RHB MOBILE BANKING | RYT BANK: AI-POWERED BANK | SHOPEEPAY | TOUCH 'N GO EWALLET | WISE: INTERNATIONAL TRANSFERS

ADACASH | AEON WALLET MALAYSIA | ALIPAY | BIMB MOBILE | BOOST APP MALAYSIA | CIMB OCTO MY | GXBANK | HLB CONNECT MOBILE BANKING APP | IRAKYAT MOBILE BANKING | MAE BY MAYBANK2U | MERCHANTRADE MONEY | MYASNB | MYPB BY PUBLIC BANK | NIMBURA・ONLINE LOAN APP | PAYPAL | RHB MOBILE BANKING | RYT BANK: AI-POWERED BANK | SHOPEEPAY | TOUCH 'N GO EWALLET | WISE: INTERNATIONAL TRANSFERS

Malaysa - APS performance range

Number of Apps by rating - October 2026 Survey

Malaysa APS Benchmark

BANKING & FINTECH USER SATISFACTION BENCHMARK SCORE (APS) 

The APS Score benchmark sets the bar for an app to stand out from its competitors, based on qualitative user satisfaction surveys.

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.

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.

Key Lessons

  • Make reliability a release requirement. Test login, authentication and transactions across devices before shipping updates.

  • Keep essential services accessible. Provide practical alternatives when app failures block urgent financial tasks.

  • Make transaction progress visible. Show clear status updates, completion timelines and escalation options.

  • Build support around resolution. Diagnose device-specific problems and confirm that fixes restore access.

  • Simplify recurring tasks. Make checking balances, moving money and updating account details effortless.

App Metrics Dataset

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 - APP METRICS DATASET - OCTOBER 2026 (exclusive content)