Through VoC Solution, feedback from all service channels – including branches, call centers, ATMs/CDMs, and VPBank NEO digital banking – is automatically collected, categorized into specific topics, and analyzed. This enables the bank to proactively monitor and predict customer concerns. The VoC Dashboard currently collects and processes nearly 1 million feedback entries per month, classifying them into over 1,200 topics.
In 2023, VPBank also launched the Market Research feature to ensure structured survey execution, consistent oversight, and data quality. Every survey is designed with a clear objective and avoids duplication, thereby improving the value and accuracy of collected insights.
VPBank has successfully enhanced service experience through customer-driven innovations collected via the VoC Solution. One standout example is the integration of the Chatbot SDK (Software Development Kit) into the VPBank NEO app. With more than 830 conversation flows, the chatbot now handles about 200,000 customer interactions per month, creating a smooth and uninterrupted experience. In 2023 alone, this initiative received over 30,000 positive customer ratings.
Another customer-driven innovation is CardZone, built into VPBank NEO to help customers proactively manage all card-related activities. CardZone offers a dedicated interface tailored to customers’ transaction habits, featuring personalized offers in the Deal Box section. The platform now integrates over 60 card-related features and services, serving approximately 900,000 users with more than 5 million visits per month. It consistently ranks among the top customer engagement tools.
Thanks to its customer-focused approach in enhancing products and services, VPBank has earned strong customer support. As of April 2024, the bank’s customer base has grown significantly by 55%, reaching nearly 4.6 million customers. Notably, VPBank NEO users have surged by 58%, with around 4 million users compared to early 2023.
“In the future, VPBank will continue leveraging cutting-edge technologies to better capture and understand customer feedback and emotions. We are committed to becoming a leader in customer experience through deep customer insight and personalized innovation. By thoroughly analyzing customer needs, behaviors, and expectations, we can design the most relevant product and service strategies, delivering truly unique and 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:
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Best Mobile Banking Initiatives for its all-in-one digital platform VPBank NEO
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Outstanding Customer Experience Contact Centre in the digital contact center category.
| The Digital Banker is a trusted global news outlet based in Singapore, specializing in financial services. Its annual Digital CX Awards recognizes and celebrates financial institutions and leaders who have achieved excellence in digital customer experience. The awards are judged by a panel of globally renowned experts and multinational organizations. |
