VPBank is the first and only bank in Vietnam to receive the prestigious " Bank that understands its customers" award from The Digital Banker .
Digital CX is the only award in the world dedicated to recognizing pioneering innovations in digital customer experience within the financial services ecosystem. With its superior customer understanding capabilities based on the application of modern technology, VPBank surpassed many candidates to win the Best Use of Customer Feedback award from The Digital Banker. According to the organizers, VPBank's VoC Solution for collecting and processing customer feedback, along with hundreds of initiatives stemming from customer suggestions, has helped VPBank effectively improve customer experience, strengthen loyalty, and expand its customer base.
VPBank is the first and only bank in Vietnam to receive the prestigious "Bank that understands its customers" award.
With VoC Solution, customer feedback across all transaction channels, from branches and call centers to ATMs/CDMs and the VPBank NEO digital banking app, is automatically collected, aggregated, and categorized into topics, enabling the bank to proactively monitor and predict customer issues. Currently, the VoC Dashboard feature has the capacity to automatically collect and process nearly 1 million VoCs per month, automatically categorizing them into 1,200 topics. Furthermore, to ensure surveys are conducted according to a rigorous process with continuous monitoring and management, VPBank implemented the Market Research feature in 2023. This feature ensures that each customer survey has a clear objective and avoids duplication, thereby improving the quality and value of the collected information.
VPBank has achieved significant success in improving the service experience through initiatives stemming from customer feedback collected via VoC Solution. A prime example is the integration of the Chatbot SDK (Software Development Kit) into the VPBank NEO digital banking application. With over 830 scenarios, the Chatbot SDK can now handle approximately 200,000 customer feedback responses per month, ensuring a seamless and uninterrupted customer experience. This initiative also garnered 30,000 positive customer reviews in 2023.
Helping customers proactively manage all their card activities, CardZone, integrated into the VPBank NEO platform, is also one of the initiatives implemented based on the need for a more convenient experience with customers' card features. In addition to a unique interface, based on their transaction habits, customers can enjoy personalized benefits and offers in the Deal Box category. Currently, CardZone has integrated over 60 features and services, supporting approximately 900,000 users with over 5 million visits per month, and consistently ranks among the top trending topics.
Through its commitment to improving the customer experience with products and services, VPBank has received strong support from its customers. As of April 2024, the number of customers had increased significantly by approximately 55% – nearly 4.6 million. Notably, the number of VPBank NEO users also recorded a growth of 58% – approximately 4 million customers compared to the beginning of 2023.
“In the future, VPBank will continue to apply modern technologies to more accurately identify customer opinions and emotions when providing feedback. VPBank is committed to the goal of becoming a leader in customer experience through its ability to understand and create personalized experiences. Therefore, thoroughly understanding and analyzing customer needs, desires, and behaviors helps us create the most suitable product and service strategies, bringing customers the most unique personalized experiences,” - a VPBank representative shared.
Previously, in 2021, VPBank was also the only Vietnamese financial institution to be honored by The Digital Banker in two categories: "Best Mobile Banking Initiatives" for its all-in-one digital banking platform VPBank NEO and "Outstanding Customer Experience Contact Centre" in the Digital Call Center category.
| The Digital Banker is a prestigious international financial services news agency based in Singapore. The Digital CX Award, organized annually by The Digital Banker, recognizes and honors financial institutions and leaders who have achieved outstanding results in developing and applying digital technology to enhance customer experience. The award's judging panel comprises numerous reputable multinational organizations and global experts. |
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