GCash, the leading mobile wallet in the Philippines, has achieved an impressive 92% Net Promoter Score (NPS) among its users. This result indicates that the brand is highly recommended and trusted by Filipinos. NPS, a globally recognized metric created by consulting firm Bain and Company, measures customer loyalty and satisfaction.
A recent internal study conducted by GCash revealed that key categories of usability, user-friendliness, security, and customer support are significant factors contributing to the high NPS score. The study aimed to thoroughly examine customer sentiment, considering both positive and negative feedback.
Among the key indicators in the report, GCash received the highest recommendations from customers in the following criteria: usability, with a score of 93; user-friendliness, also with a score of 93; security, with a score of 88; and customer support, with a score of 81.
Gilda Maquilan, Vice President and Head of Corporate Communications at GCash, emphasized the importance of NPS in demonstrating the brand’s commitment to its customers. She said, “Net Promoter Score is one of our many ways to show that we truly listen to our customers. We believe that the best way to promote the brand is for customers themselves to share their positive experiences with others.”
GCash customers praised its user-friendliness, noting that it is easy to navigate and get accustomed to. The availability of GCash for most transactions and helpful and easily understandable educational materials were also highlighted. Additionally, customers expressed their trust in the security features implemented by GCash, ensuring the integrity and safety of their accounts.
Furthermore, GCash’s customer support received positive ratings for improved effectiveness in problem-solving and timely assistance. Customers appreciated the quick and reliable responses they received when seeking help.
In addition to its high NPS, GCash was previously recognized by the independent research firm PUBLiCUS Asia as one of the most likable brands in the financial services category, further solidifying GCash’s position as a trusted and esteemed brand among Filipinos.
FAQ:
1. What does NPS stand for?
NPS stands for Net Promoter Score, a metric measuring customer loyalty and satisfaction.
2. What were the key factors contributing to high NPS in GCash?
The key factors are usability, user-friendliness, security, and customer support.
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The source of the article is from the blog krama.net