GoTyme Bank receives the highest CX Index and NPS scores among local banks in an independent survey.
GoTyme Bank, a collaboration between the Gokongwei group of companies and the multi-country digital banking group Tyme, led Philippine banks as the #1 bank in customer experience and most-recommended bank in the country, according to a recent independent commissioned Forrester Consulting survey.
GoTyme Bank leads the industry in CX Index with a score of 87, which is 4.8 points above the industry average. The bank’s CX Index score falls within the “excellent” range. This is based on: effectiveness score of 84%, above the industry average of 78%; ease of use score of 88%, above the industry average of 79%; and emotion score of 83%, above the industry average of 73%.
Compared to other banks, GoTyme Bank’s CX index has a 3-point lead from the next bank ; and a 4.7-point lead from the next digital bank. GoTyme Bank’s success can be attributed to its focus on delivering exceptional customer service, combining high-tech solutions with a human touch. The bank has rapidly gained traction, reaching 4.4 million customers in end-September 2024 since the start of its commercial operations in October 2022.
GoTyme Bank’s customers expressed positive emotions after interacting with the bank. The emotion score, which gauges customer sentiment, reached 75%, surpassing the national average of 66%. This indicates that the bank is successfully creating positive experiences for its customers.
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