GoTyme Bank, the Philippines’ fastest growing bank, also ranked “most-loved” and most-recommended as it gains the highest scores in the latest Net Promoter Score (NPS) and Customer Experience (CX) index surveys conducted by Forrester. This recognition establishes GoTyme Bank as the superior choice in a highly competitive banking landscape, overtaking traditional giants BPI, BDO, RCBC, Metrobank, and Union Bank.
In the recent survey conducted in the second quarter of 2024, GoTyme Bank proved how much its current customers are eager to recommend the bank to their family and friends with an NPS score of 76, surpassing the industry average of 58. It holds an 18-point lead over the second-placer, and a 17-point lead over RCBC, the third-placed traditional bank.
In the same survey, GoTyme Bank topped the Best Customer Experience poll in the Philippines, with a CX score of 87, exceeding the average by 4.8 points, outranking the second-placed BPI by 3 points and the fifth-placed BDO by 5.9 points.
Aside from delivering top-notch customer support, GoTyme Bank also goes the extra mile for active community members. This includes giving them kits with GoTyme merch as a gesture of gratitude for their loyalty or to compensate for a negative experience. GoTyme Bank also pays special attention to the customer journey overall, ensuring that each one has a consistently effortless banking experience.
Forrester’s findings emphasize the role of “emotion” in customer loyalty, especially in an otherwise rigid and increasingly automated financial services sector. GoTyme Bank’s phygital model and its focus on making customers feel seen, heard, and valued has translated into impressive scores across values categories: success (83%—surpassing the national average of 73%), effort (75%—exceeding the 68% industry standard), and emotion (75%—outranking the national average of 66%).
The best part is that this growth and customer loyalty is proving sustainable, with GoTyme Bank gaining significant traction among young Filipinos in terms of brand awareness and usage, notes a Kantar brand health study.
Now leading both in growth and overall customer service, GoTyme Bank has provided its customers with unparalleled “preferred” service through convenient, technology-driven solutions combined with that much-needed human touch. Gaining over 4 million customers in only 21 months, it has embraced the challenge of rapid expansion amid a largely traditional banking landscape and continues to provide each GoTyme Bank user with superior products, services, and support. In the process, it constantly bests established players in the field—a testament to the value of a customer-first approach in a tech-driven world.
