VPBank Wins "Best Use of Customer Feedback" Award

This recognition comes from the Digital CX Awards, the world's only awards program dedicated to acknowledging pioneering innovation in digital customer experience across the financial services ecosystem. According to the judging panel, VPBank's VoC (Voice of Customer) Solution for collecting and processing customer feedback, along with hundreds of initiatives stemming directly from customer suggestions, has effectively improved customer experience, strengthened loyalty, and expanded VPBank's customer base.

With the VoC Solution, customer feedback from all transaction channels—including branches, call centers, ATMs/CDMs, and the VPBank NEO digital banking application—is automatically collected, synthesized, and categorized into themes. This enables the bank to proactively monitor and anticipate customer issues. Currently, the VoC Dashboard feature can automatically collect and process nearly 1 million VoC entries each month, automatically categorizing them into 1,200 themes. Furthermore, to ensure surveys are conducted through a rigorous process with continuous monitoring and management, VPBank launched its Market Research feature in 2023. This feature ensures that every customer survey has clear objectives and avoids duplication, thereby enhancing the quality and value of the collected information.

VPBank has achieved significant success in improving service experiences through initiatives directly derived from customer feedback gathered via the VoC Solution. A notable initiative is the integration of the Chatbot SDK (Software Development Kit) into the VPBank NEO digital banking application. With over 830 scenarios, the Chatbot SDK now handles approximately 200,000 customer interactions each month, making the customer journey seamless and uninterrupted. This initiative also garnered 30,000 positive customer reviews in 2023.

To empower customers to proactively manage all their card activities, CardZone was integrated into the VPBank NEO platform. This initiative was also driven by the demand for a more convenient customer experience with card features. Beyond a dedicated interface, customers can enjoy personalized utilities and offers in the Deal Box based on their transaction habits. Currently, CardZone integrates over 60 features and services, supporting approximately 900,000 users with over 5 million monthly accesses, consistently ranking among the most popular topics.

Through this deep understanding leading to product and service improvements, VPBank has garnered strong customer support. As of April 2024, the customer base has significantly increased by approximately 55%, reaching nearly 4.6 million customers. Notably, the number of VPBank NEO users also saw a 58% growth, reaching approximately 4 million customers compared to early 2023.

"In the coming period, VPBank will continue to apply modern technologies to even more accurately identify customer feedback and emotions. VPBank remains committed to its goal of leadership in customer experience through its ability to understand and create personalized experiences. Therefore, clearly understanding and deeply analyzing customer needs, desires, and behaviors helps us create the most suitable product and service strategies, offering customers the most unique personalized experiences," shared a VPBank representative.

Previously in 2021, VPBank was also the only Vietnamese financial institution recognized by The Digital Banker in two categories: "Most Innovative Mobile Banking Initiatives" for its comprehensive digital banking platform VPBank NEO, and "Outstanding Customer Experience Contact Centre" in the Digital Call Center category.

About The Digital Banker: The Digital Banker is a reputable international news agency in the financial services sector, headquartered in Singapore. The annual Digital CX Award, organized by The Digital Banker, recognizes and honors financial institutions and leaders who achieve outstanding accomplishments in developing and applying digital technology to enhance customer experience. The judging panel for this award comprises numerous reputable multinational organizations and global experts.