Security Bank has established itself as a key player in the Philippine banking sector, standing out for its strong financial services and customer-centered approach.
The bank differentiates itself by prioritizing the needs of its customers, using their feedback to drive investments in technology and service improvements. In 2024, it launched several initiatives to enhance the overall customer experience.
In mid-2024, Security Bank introduced an experience management platform to automate feedback collection across various areas, including customer onboarding, branches, website, app, and contact center interactions.
This platform allows the bank to analyze customer insights, enabling better tracking and continuous improvement of customer experiences.
The quick implementation of data-driven solutions has led to noticeable service enhancements, effectively addressing customer concerns and improving service levels across key channels.
The launch of the all-new Security Bank app in 2024 brought increased stability, a user-friendly interface, and new features such as biometric login, real-time transaction alerts, and financial management tools.
The app’s development, driven by customer feedback, focused on essential features, leading to an intuitive experience that resulted in more active users than the combined total of previous versions.
At its branches, the bank reduced customer wait times by 9% by understanding customer expectations and adjusting staffing accordingly.
Average wait times on the customer service hotline also decreased, contributing to a 3% improvement in retail customer satisfaction.
The bank’s customer data platform has been instrumental in delivering more personalized and timely engagement, leveraging insights to connect with customers across different touchpoints, thereby strengthening relationships and building loyalty.
Security Bank remains committed to fostering a customer-centric culture by rewarding behaviors that focus on customer needs, rebranding work practices to include a customer-first mindset, and raising awareness internally and externally.
Through these efforts, the bank aims to set new industry standards for customer service excellence.