Decision Lab, the exclusive partner of YouGov in Vietnam, has released its annual Bank Satisfaction Rankings 2025, recognising Techcombank for rising to the leading position, and SHB as the biggest improver in customer satisfaction.
Specifically, with 84.6 points, four points higher than the previous year, Techcombank surpassed Vietcombank to secure the top spot. Vietcombank fell to the second place with a score of 84.3, while MB climbed to the third place with a score of 81.6, up one place from the previous period.
Vietinbank ranked fourth with a score of 79.3 points. ACB rose four places and successfully entered the top 5 banks with high customer satisfaction in Vietnam, scoring 78.3 points.
Meanwhile, 2025 sees SHB appear for the second year in a row in Decision Lab’s ranking of top-improving banks, demonstrating superior customer satisfaction growth compared to other banks in the market. This is the result of SHB’s ongoing efforts to enhance service quality, financial solutions, and provide customers with modern and secure utilities.
AB Bank and Timo also made remarkable progress, increasing by 9.5 and 7.2 points respectively, ranking second and third in this table. OCB and VP Bank were not far behind, improving by 6.8 and 5.5 points, completing the top 5 banks with the most significant improvement.
Thue Quist Thomasen, CEO of Decision Lab, said that “The Decision Lab Bank Satisfaction Rankings 2025 provides a comprehensive assessment of the Vietnamese banking sector’s performance through the lens of customer satisfaction. As the industry continues to navigate an increasingly competitive and digitally-driven landscape, the rankings offer invaluable insights into how well each bank has adapted to meet the evolving needs and expectations of its customers.
With Techcombank now leading the sector and banks like SHB making significant strides in customer satisfaction, it is clear that the key to success lies in prioritising innovation, digital transformation, and a customer-centric approach. The rankings serve as a reminder that even minor fluctuations in customer satisfaction can have a substantial impact on a bank’s competitive standing, underlining the importance of continuously striving to understand and exceed customer expectations in this dynamic industry.”.
