The first bank in Vietnam to win the “Customer Understanding Bank” award

VPBank is the first and only bank in Vietnam to receive the prestigious award " Bank that understands customers" presented by The Digital Banker .

Digital CX is the only award in the world dedicated to recognizing pioneering innovations in Digital Customer Experience in the Financial Services ecosystem. With outstanding customer insight based on modern technology applications, VPBank has surpassed many candidates to win the Best Use of Customer Feedback award presented by The Digital Banker. According to the Organizing Committee, VPBank's VoC Solution for collecting and processing customer feedback and hundreds of initiatives derived from customer feedback have 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 award "Bank that understands customers"

With VoC Solution, customer opinions on all transaction channels from branches, call centers to ATMs/CDMs, VPBank NEO digital banking application... are collected, aggregated and automatically classified into topics, creating conditions for banks to proactively monitor and predict customer problems. Currently, the VoC Dashboard feature has the capacity to automatically collect and process nearly 1 million VoCs per month, automatically classifying these VoCs into 1,200 topics. In addition, to ensure that surveys are conducted according to a strict process, with continuous monitoring and management, the Market Research feature was deployed by VPBank in 2023. This feature ensures that each survey to customers has a clear, non-overlapping objective, thereby improving the quality and value of the collected information.

VPBank has achieved many successes in improving service experience with initiatives derived from customer opinions collected through VoC Solution. A typical initiative is the integration of Chatbot SDK (Software Development Kit) into the VPBank NEO digital banking application. With more than 830 scenarios, Chatbot SDK can now handle about 200,000 customer opinions per month, making the experience journey seamless and uninterrupted. This initiative has also received 30,000 customer satisfaction reviews in 2023.

Helping customers proactively manage all card activities, CardZone integrated on the VPBank NEO platform is also one of the initiatives implemented based on the need for a more convenient experience for customers' card features. In addition to a separate interface, based on transaction habits, customers can enjoy personalized utilities and incentives for themselves in the Deal Box category. Currently, CardZone has integrated more than 60 features and services, supporting about 900 thousand users with more than 5 million visits per month, often being at the top of the most interested topics.

By understanding to improve the experience with products and services, VPBank has received strong support from customers. As of April 2024, the number of customers has increased significantly by about 55% - nearly 4.6 million customers. In particular, the rate of VPBank NEO users also recorded a growth of 58% - about 4 million customers compared to the beginning of 2023.

“In the coming time, VPBank will continue to apply modern technologies to be able to identify customers' opinions and emotions more accurately when responding. VPBank is persistent in its goal of becoming a leader in customer experience through the ability to understand and create personalized experiences. Therefore, understanding and deeply analyzing customers' needs, desires and behaviors helps us create the most suitable product and service strategies, bringing customers the most unique personalized experiences” - VPBank representative shared.

Previously in 2021, VPBank was also the only financial institution in Vietnam to be honored by The Digital Banker in two categories: "Best Mobile Banking Initiatives" for the all-in-one digital banking platform VPBank NEO and "Outstanding Customer Experience Contact Centre", Digital Call Center category.

The Digital Banker is a prestigious international news agency in the financial services sector headquartered in Singapore. The Digital CX Award is organized annually by The Digital Banker to recognize and honor financial institutions and leaders who have achieved outstanding achievements in developing and applying digital technology to customer experience. The award's judging panel includes many prestigious multinational organizations and experts from around the world.

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