The Top Improver Rankings highlight the largest year-on-year gains The Decision Lab Bank Satisfaction Rankings 2026 is our annual benchmark of how Vietnam's banks perform through the eyes of their customers. It draws on daily consumer research collected throughout 2025 using YouGov BrandIndex and is designed for banking leaders, marketers and strategists seeking an independent benchmark of customer satisfaction. This year, 25 banks meet the inclusion criteria and are ranked accordingly, providing a comprehensive view of customer satisfaction across Vietnam's banking sector.
Vietcombank takes the top spot with a Net Satisfaction Score of 86.8, ahead of Techcombank at 85.9 and MB on 85.6. Beyond the leading group, Timo climbs ten places to enter the top ten, HSBC rises four places into the five highest-ranked banks, while SeA Bank records the largest year-on-year increase in Net Satisfaction Score across all ranked banks.
The leading banks remain closely grouped in this year's rankings
Vietcombank leads the ranking with a Net Satisfaction Score of 86.8, an increase of 2.5 points that takes the bank to the top position. Techcombank follows closely on 85.9 and MB on 85.6, with MB adding 4.1 points over the year. VietinBank holds fourth on 82.3. The four highest scoring banks are separated by fewer than five points, reflecting a close competition for the top spots in this year's rankings.
Mr Le Hoang Tung, Deputy General Director of Vietcombank, said:
“Ranking first in the Decision Lab Bank Satisfaction Rankings 2026 recognises Vietcombank's continued efforts to improve the customer experience and raise the quality of our products and services under a customer-centred philosophy. This recognition from our customers is a powerful motivation for Vietcombank to hold firm to a direction of safe, effective and sustainable growth, and to keep transforming and innovating in order to deliver ever greater value to our customers.”
Vietcombank leads a top ten separated by fewer than ten points.
Several banks also record notable movements within the top ten. HSBC rises four places to join the five highest-ranked banks for customer satisfaction. Timo and Bac A Bank record the largest rank movements in the group, while BIDV, ACB and HD Bank remain among the top ten banks for customer satisfaction. The top ten comprises state-owned, private and international banks, showing that high customer satisfaction is no longer concentrated in any one group of banks. With fewer than ten points separating first and tenth place, even modest gains in customer satisfaction can reshape the top ten.
Mr Manpreet Singh, Head of Customer Propositions & Marketing, International Wealth & Premier Banking, HSBC Vietnam, said:
“Customers are at the heart of everything we do at HSBC. Being recognised in the Top 5 for customer satisfaction across all banks in Vietnam is a strong endorsement of the trust our customers place in us, and it reflects the CARE our teams bring to every interaction.
This achievement strengthens our ambition to be the most trusted bank globally. We’ll keep thinking customer in every decision and delivering value through simpler, safer and more seamless journeys so customers feel supported and confident in the moments that matter most.”
Every bank in this year's top ten records a Net Satisfaction Score above 77, while fewer than ten points separate first and tenth place. With the field this tightly grouped, Timo and Bac A Bank show the effect most clearly, climbing ten and nine places respectively into the top ten on the strength of a single year's improvement. Rank now turns on the pace of improvement as much as the level of satisfaction achieved.
The Top Improver Rankings highlight the largest year-on-year gains
The Top Improver Rankings rank banks by the size of their year-on-year gain rather than their absolute score, so they surface a different set of names from the overall ranking. SeA Bank leads with a gain of 13.7 points, the largest movement in the entire ranking, lifting its score to 76.2. Timo follows with a gain of 8.4 points to 80.6, and Vikki completes the top three with a gain of 7.4 points to 73.3.
SeA Bank records the largest satisfaction gain of the year at 13.7 points.
Unlike the Overall Rankings, which measure absolute Net Satisfaction Score, the Top Improvers Rankings measure year-on-year change in customer satisfaction. Timo appears in both the Overall Rankings and the Top Improvers Rankings, reflecting both a high Net Satisfaction Score and one of the largest year-on-year improvements recorded during the reporting period. SeA Bank leads the improvers and Vikki ranks among the top three, both from outside the overall top ten, which shows the largest gains this year coming from banks outside the leading group. Tracking both the highest scores and the largest gains shows not only which banks lead today but where the ranking is most likely to shift next.
Mr Thue Quist Thomasen, CEO of Decision Lab, said:“Customer satisfaction is now one of the clearest competitive indicators in Vietnam's banking sector. As competition tightens, a snapshot of last year's performance is no longer enough. What matters is understanding how customer perceptions are evolving and where expectations are shifting. At Decision Lab, we work with banks to provide continuous, independent measurement that helps leaders benchmark their performance, identify emerging shifts early, and make decisions based on evidence rather than assumptions.”
Methodology
The Decision Lab Bank Satisfaction Rankings 2026 are compiled using data collected daily in Vietnam through YouGov BrandIndex, YouGov's flagship brand tracking solution.
Banks are ranked by their Net Satisfaction Score, calculated by subtracting the Negative Satisfaction Score from the Positive Satisfaction Score among each bank's current customers. Respondents are asked whether they are a satisfied customer or a dissatisfied customer of each bank they currently use.
The study covers the period from 1 January 2025 to 31 December 2025 and compares results with the equivalent period from 1 January 2024 to 31 December 2024. All respondents are current customers of the relevant bank and aged 18 or above.
To be included in the Overall Rankings, a bank must achieve a minimum sample size of 200 respondents and be tracked for at least six months. To be included in the Top Improvers Rankings, a bank must be tracked continuously for at least 18 months. A total of 25 banks met these criteria and are included in this year's rankings. Sample sizes range from 203 to 2,897 respondents in 2025 and from 215 to 2,551 respondents in 2024. All scores are rounded to one decimal place.