In terms of the level of consideration for the platform desired to receive customer care (CSKH) notifications from businesses, Zalo continues to be the most preferred platform by users with more than 95% of users choosing it, an increase of 2% compared to the Q1/2024 Report. Coming in second is the traditional messaging platform - SMS with 85% of users trusting it. 
Regarding the form of sending notifications from businesses, Zalo Notification Service (ZNS) continues to be one of the leading solutions in optimizing the customer care process of many Vietnamese businesses, with a satisfaction rate of 84% of users of different ages. In particular, the dissatisfaction rate has decreased to only 1% compared to the first quarter of 2024, showing ZNS's continuous improvement in service quality as well as the level of optimizing user experience. 
The report also points out the outstanding advantages and positive contributions of ZNS in the process of optimizing customer experience. One of the factors that makes ZNS different from other platforms is the clear and easy-to-understand layout and notification content; convenience; moderate frequency and carefully censored notifications, limiting spam notifications. These things make ZNS the priority choice when customers want to receive notifications related to products and services. In addition to the platform evaluation indexes, this report of Zalo Cloud also surveyed the NPS index (Net Promoter Score), an important measure showing customer satisfaction, the ability to continue using products and services and willingness to recommend to relatives and friends. 
The survey results show that Zalo ranked highest with 57 NPS points and 62% of customers were satisfied and willing to recommend. The next positions are Email, Facebook Messenger or SMS. This index shows the level of engagement and trust that Zalo has built in customer support and care.
Source: https://www.vng.com.vn/news/enterprise/zalo-tiep-tuc-la-nen-tang-tiep-nhan-thong-tin-doanh-nghiep-duoc-nguoi-dung-hai-long-nhat.html Regarding the form of sending notifications from businesses, Zalo Notification Service (ZNS) continues to be one of the leading solutions in optimizing the customer care process of many Vietnamese businesses, with a satisfaction rate of 84% of users of different ages. In particular, the dissatisfaction rate has decreased to only 1% compared to the first quarter of 2024, showing ZNS's continuous improvement in service quality as well as the level of optimizing user experience. The report also points out the outstanding advantages and positive contributions of ZNS in the process of optimizing customer experience. One of the factors that makes ZNS different from other platforms is the clear and easy-to-understand layout and notification content; convenience; moderate frequency and carefully censored notifications, limiting spam notifications. These things make ZNS the priority choice when customers want to receive notifications related to products and services. In addition to the platform evaluation indexes, this report of Zalo Cloud also surveyed the NPS index (Net Promoter Score), an important measure showing customer satisfaction, the ability to continue using products and services and willingness to recommend to relatives and friends. The survey results show that Zalo ranked highest with 57 NPS points and 62% of customers were satisfied and willing to recommend. The next positions are Email, Facebook Messenger or SMS. This index shows the level of engagement and trust that Zalo has built in customer support and care.
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