For BSF, serving customers is a long-term commitment grounded in trust, consistency, and responsible engagement.
Customer relationships are shaped not only by the products BSF offers, but by how experiences are designed, concerns addressed, feedback integrated into continuous improvements, and how transparently the Bank communicates. In 2025, BSF concluded its five-year strategy with Customer Experience firmly embedded as a core pillar of value creation, supported by strong governance, disciplined execution, and continuous feedback.
Over the period 2021–2025, BSF transformed how it engages with customers across the Retail, Corporate, and Wholesale Banking segments. The Bank strengthened its service quality, expanded digital access, formalized complaint management, and reinforced ethical marketing practices. Together, these efforts demonstrate how customer outcomes are directly linked to long-term value-creation, making this a critical focus area.
Serving Our Clients Summary – 2025
| Material Topics | Vision 2030 Alignment |
UN SGD alignment | Key highlights |
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Responsible Customer Relationships Satisfaction Digitalization Financial Inclusion and Accessibility |
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Certification maintained: ISO 10002 SME and youth customer growth driven by policy-backed innovation. Complaint resolution aligned with international standards. Full omni-channel access deployed. Customer feedback operationalized into product development. Development and publication of the Responsible Marketing Position Statement. Achieved our KPIs targets for Customer Satisfaction, Quality of Response, SLA Performance and Conduct. |