Decision Lab ​Bank Satisfaction​Rankings 2024

Decision Lab Bank Satisfaction Rankings 2024 is an annual ranking of Vietnam's banking sector by customer satisfaction, using the YouGov BrandIndex Net Satisfaction Score - satisfied customers minus dissatisfied customers, among each bank's own current customers. It gives banks an evidence-based read on how well they meet customer expectations in an increasingly competitive, digital market - a metric that can forecast long-term prospects. The ranking is written for banking leaders responsible for retaining customers and building trust.

Key highlight points:

• Vietcombank holds the satisfaction lead. Vietcombank tops the ranking with a Net Satisfaction Score of 84.0, ahead of Techcombank (83.6) and MB (81.0).

• Techcombank and MB are climbing fast. Techcombank rose 4.4 points to take 2nd, and MB gained 2.4 to reach 3rd - the biggest movers inside the toptier.

• SHB is the standout improver. SHB posted the largest satisfaction gain of any bank, up 8.2 points to 72.2, leading the top five improvers.