{"id":8198,"date":"2022-11-18T17:52:47","date_gmt":"2022-11-18T10:52:47","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=8198"},"modified":"2024-09-25T10:36:24","modified_gmt":"2024-09-25T03:36:24","slug":"nps-score-in-the-banking-sector","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/nps-score-in-the-banking-sector\/","title":{"rendered":"Measuring NPS, CSAT in the banking sector"},"content":{"rendered":"

Why is NPS\/CSAT important in the digital banking race?<\/span><\/i><\/h2>\n

Banking is identified as one of the eight sectors that need to prioritize digital transformation. Vietnam's rate of digital adaptation and transformation is quite fast. According to research by Personal Finance Monitor, the rate of using e-banking applications in Vietnam <\/span>tripled in 4 years from 22% in 2017 to 68% in 2021.\u00a0<\/b><\/p>\n

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Most banks invest heavily in communication and promotion of easy account registration and attractive incentives when using the service. This leads to a high rate of cross-ownership of bank accounts by customers. For example, a subject can open a consumer account at bank A but deposit savings at bank B.\u00a0<\/span><\/p>\n

To survive in the fierce digital race now and in the future, banks need to continuously maintain and improve customer loyalty, reduce churn rate (the rate of customers leaving\/stopping using the service). And NPS and CSAT are two of the most important, effective, and easily applicable indicators for banks to control and measure customer loyalty and churn rate.\u00a0<\/span><\/p>\n

Learn more about:<\/p>\n

NPS (Net Promoter Score): https:\/\/bell24vietnam.vn\/cx-ex-loyalty\/kien-thuc-ve-nps-va-cach-do-luong-danh-gia\/<\/a><\/p>\n

CSAT (Customer Satisfaction Score): https:\/\/bell24vietnam.vn\/cx-ex-loyalty\/tinh-csat\/<\/a><\/p><\/blockquote>\n

How to Measure NPS\/CSAT in Banking<\/span><\/i><\/h2>\n

To measure NPS\/CSAT, it is necessary to first identify the channels to be measured throughout the service journey, the user's touch points with the Bank's services. Some touch points include: Transaction offices, ATMs, Live Banking, Mobile Banking, Contact Center, Email, Website, Social media, Online ads, Print ads, Trade Centers, payment points using POS, e-commerce\/online shopping sites, etc.<\/span><\/p>\n

\"NPS-CSAT-2-Banking\"<\/p>\n

The key when implementing Net Promoter Score (NPS) and CSAT (Customer satisfaction score) measurement programs is:\u00a0<\/span><\/p>\n