Customer experience that is rooted in beautiful human connection has led GoTyme Bank to achieve a top score in customer satisfaction.
This is according to Alvin Tinio, chief executive officer at GoTyme Bank, as he announced that GoTyme Bank, a joint venture between the Gokongwei Group and Singapore-based multi-country digital banking group GoTyme, is now the No. 1 bank in the Philippines in terms of Net Promoter Score (NPS), a measurement for gauging customer loyalty as well as satisfaction, and the likelihood of recommendation.
A study released by the Singapore Economic Development Board (SEDB) showed that in the first quarter of 2024, GoTyme got a score of 59, making it the top bank in the country in terms of NPS. Another survey which reflects how customers are delighted and satisfied when they transact with GoTyme Bank was the one conducted in the Philippines by Forrester from March to May 2024. In this study, GoTyme got the top position with a score of 76, a 15-point lead over its nearest competitor and 19-point above the country’s average.
GoTyme Bank exhibited growth in both number of customers and transactions since its launch in November 2022. The bank reached its first one-million customers nine months after its launch, and four months later, doubled that number to end 2023 with over two-million customers. In the first half of 2024, the bank added another 1.7-million customers or over 250,000 new customers a month.
Deposits to GoTyme Bank surged to over PhP17-billion, indicating the trust and confidence that Filipinos have in its ability to deliver quality products and services. GoTyme Bank now ranks 5th among all banks in monthly active app users, 5th in Instapay transactions, 2nd in Visa debit transactions, and No. 1 in monthly app downloads.
GoTyme Bank aims to further strengthen its position as the leader in customer experience through ‘Banking Made Beautiful’. This means that the bank does not settle for things that merely work but striving to create products and offer services that work beautifully.
New and upcoming products intended to expand GoTyme’s banking proposition were also announced in the event. These include International Accounts (Filipinos living abroad in 170 countries can now open a GoTyme Bank account using an international SIM); Mobile Check Deposits (Deposit checks in a few easy steps using GoTyme Bank app anytime, anywhere); Pay with Points (Users can now use their GoRewards points to purchase load and/or gaming credits); and Coin Deposit Machines (as first bank partner integrated with the BSP’s Coin Deposit Machines, customers will be able to deposit their coins to be credited straight into a GoTyme Bank account).
GoTyme Bank is also looking at adding another 100 kiosk locations by the end of the year as well as more GoTyme ATMs, giving consumers more options for signing up and transacting with GoTyme.
GoTyme Bank president and chief executive officer, concluded the event by inviting others to join the fastest-growing bank in the country, “In the coming months, we hope you’ll enjoy our new, beautiful products and features but even more so we hope you invite your friends and family to join in the switch to beautiful banking.”
