VPBank wins the ‘Best use of Customer Feedback’ award. — Photo courtesy of VPBank
VPBank has beaten off competitors to win the ‘Best use of Customer Feedback’ award by The Digital Banker.
According to The Digital Banker, VPBank's Voice of Customer (VoC) Solution and hundreds of other initiatives stemming from customers' suggestions, have helped VPBank improve the way they treat customers, improve loyalty and expand the client base.
With VoC Solution, all customer opinions, from all transaction channels including from branches, call centers and ATMs are collected and automatically classified into topics, enabling the bank to monitor customers' problems proactively.
The VoC Dashboard feature is capable of automatically collecting and processing nearly one million VoCs per month, automatically categorising these VoCs into 1,200 topics. In addition, to ensure that surveys are conducted according to strict procedures, the Market Research feature has been implemented by VPBank since 2023. This feature ensures that each customer survey is clear, isn't duplicated and goes directly to improve the quality and value of the information collected.
The Chatbot Solfware Development Kit (SDK) is an initiative derived from customer opinions through VoC Solution. Chatbot SDK is integrated into the VPBank NEO digital banking application and can handle around 200,000 customer comments per month, having already collected 30,000 customer satisfaction reviews in 2023.
CardZone integrated on VPBank NEO platform is also one of the initiatives implemented based on the need for a more convenient experience for customers' card features. CardZone has integrated more than 60 features and services, supports about 900,000 users with more than five million visits per month and is regularly at the top of the most interested topics.
VPBank has received strong support from customers. As of April 2024, the number of customers has increased significantly by about 55 per cent to nearly 4.6 million customers. In particular, the percentage of VPBank NEO users also recorded a growth of 58 per cent - about four million customers compared to the beginning of 2023.
"VPBank will continue to apply modern technologies to more accurately identify customers' opinions and emotions when responding. VPBank persists with the goal of leading customer experience through the ability to understand and create personalised experiences. Therefore, understanding and deeply analysing the needs, desires and behaviours of customers helps us create the most suitable product and service strategies, bringing customers the unique personalized experiences," a VPBank representative said.
In 2021, VPBank was also the only financial institution in Việt Nam honored by The Digital Banker in 2 categories: ‘Best Mobile Banking Initiatives’ for VPBank NEO and ‘Outstanding Customer Experience Contact Centre’ for a Digital Call Center.
The Digital Banker is a reputable international news agency in the field of financial services based in Singapore. The Digital CX Award is organised annually by The Digital Banker to recognise and honour financial institutions and leaders who have achieved excellence in the development and application of digital technology in the customer experience. — VNS