Bankquality Consumer Survey 2023 Vietnam Report | TAB Report

Bankquality Consumer Survey 2023 Vietnam Report

Key findings in consumer satisfaction with financial institutions

July 2023
USD 300

The Vietnam BankQuality™ Consumer Survey (BQS) and Rankings rely on responses from a representative online survey of 1000 customers in Vietnam, conducted between January and February 2023. Developed by The Asian Banker, this digital consumer feedback channel aims to gauge customers' engagement, experience, and satisfaction with their retail financial service providers based on factors such as services, channels, products, and the current cost-of-living crisis.

The report includes BQS scores and rankings for banks, digital-only banks, and platforms in Vietnam, as well as a focus on 12 product and six channel categories. Additionally, it provides insight into the positive and negative factors influencing customer experience, as viewed from the perspective of the consumers themselves.

Survey date:

January to February 2023


The file is directly delivered into your account provided soon after online payment is received. The file contains one document, a pdf MS PowerPoint deck (35 slides)

The report includes:

1. Overview of the methodology and survey demographics

2. Banked population in Vietnam (2014 – 2023e)

3. Executive summary

4. BankQuality Consumer Score: This includes the categories banks, digital-only banks, & platforms

5. Most helpful financial institution in reducing the cost-of-living

6. BankQuality Product Score: This includes CASA accounts, digital wallets, credit cards, local fund transfers, international remittances, time deposits, personal loans, home loans, investment products, non-life, and life insurances and wealth advisory

7. BankQuality Channel Score: This includes mobile banking, internet banking, phone banking, chatbot, branch banking and relationship managers

8. Factors contributing to a negative and positive customer experience as stated by consumers


1.Survey methodology, goal and demographics

2.Executive summary

3.Most recommended retail bank

4.Most recommended digital bank

5.Most recommended platform

6.Most helpful financial institution in reducing cost of living

7.BQS product score

     a.CASA accounts

     b.Digital wallets

     c.Credit cards

     d.Local fund transfers

     e.International remittances

     f.Time deposits

     g.Personal loans

     h.Home loans

     i.Investment products

     j.Non-life insurance

     k.Life insurance

     l.Wealth advisory

8.BQS channel score

     a.Mobile banking

     b.Internet banking

     c.Phone banking

     d.Chatbot services

     e.Branch banking

     f.Relationship managers

9.Factors contributing to a positive and negative customer experience in Vietnam

  •  Banks that want to evaluate their consumer rating in their market of operation
  • Non-banking financial institutions and fintechs interested in understanding their consumer ratings in their market of operation
  • Researchers in financial institutions, regulatory bodies, government agencies and investment companies

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