SHB increased 8 ranks in customer satisfaction

According to Decision Lab's 2025 satisfaction ranking for banks in Vietnam, SHB has the fastest satisfaction growth rate for 2 consecutive years.

SHB always understands and puts customers at the center - Photo: SHB

Customer satisfaction is a measure of banking

According to research by two economists Frederick F. Reichheld and W. Earl Sasser published in Harvard Business Review (HBR), a bank's profits can increase by up to 85% if they successfully reduce customer churn by 5%.

In the Vietnamese banking market, the rapid development of technology has created conditions for banks to easily develop products and services to meet diverse customer needs in a short time.

This leads to the phenomenon of "product saturation", when utilities such as opening a beautiful account number, by phone number, 24/7 money transfer, QR payment, eKYC identification, online consumer loans or integrating e-wallets... almost no longer create a clear difference between banks.

Even advanced services such as opening a credit card online, investing in stocks, making flexible savings according to goals, or managing personal finances via apps are quickly becoming popular.

Banks that know how to "please" customers will create outstanding competitive advantages, affirm their brands and expand their market share.

When customers feel satisfied, they tend to use more of the bank's products. From there, the bank will have the opportunity to increase revenue.

At the same time, a service system that always aims for customer satisfaction will help improve operational efficiency, minimize errors and improve overall service quality.

According to a bank leader, the strategy of increasing convenience and improving customer experience is an inevitable trend in the competitive race in the banking industry. This requires banks to have a clear strategy in taking advantage of available technology infrastructure or cooperating with third parties for effective implementation.

Some Vietnamese banks are following that trend, continuously applying advanced technologies such as AI, Machine Learning, Big Data... to perfect the service ecosystem, better meeting the increasingly diverse needs of individual and corporate customers.

Recently, SHB signed a cooperation agreement with SAP Fioneer and Amazon Web Services (AWS) to deploy the "Bank of Future (BOF)" model, comprehensively integrating technology platforms into operations and services, creating a breakthrough.

SHB always understands and puts customers at the center

Banking experts say customers are loyal to experiences, not banks." Therefore, solutions to improve customer experience include easy access, fast support, personalized service and security.

In fact, Vietnamese banks have been taking strong actions to realize these criteria, considering customer experience as a core competitive advantage.

Along with investment in infrastructure and technology, SHB always preserves its core values ​​from the Heart.

"Originating from the Heart" has become a guiding principle for every SHB staff, helping to spread trust, warmth and professionalism at every touch point.

Behind the growth numbers are thousands of moments of kindness every day: flexibility, initiative, thoughtfulness, and small acts like a friendly smile or a patient explanation.

Recently, SHB made a special mark when it was announced by research organization Decision Lab as the bank with the highest customer satisfaction growth rate in the industry for the second consecutive year.

Not only that, SHB is also the bank with the fastest increasing ranking on the chart, up 8 places and strongly rising into the Top 10 banks with the highest satisfaction level in 2025.

This is the result of SHB's persistent efforts in the journey to improve experience, putting customers and the market at the center - one of the four important pillars of the 2024-2028 transformation strategy.

The fact that SHB leads in customer satisfaction growth rate according to Decision Lab's survey is clear evidence of that persistent effort.

At the same time, it reflects the inevitable trend that banks that understand customers and invest in technology will be the leaders in the new era.

Source: https://tuoitre.vn/shb-tang-8-bac-ve-muc-do-hai-long-cua-khach-hang-20250507183359099.htm