Union Bank of the Philippines (UnionBank) was recognized for providing its users seamless and superior customer experience. The distinct recognition includes Best Bank for Customer Experience in Southeast Asia 2021 by Global Brands Magazine and Excellence in Customer Experience in Banking Industry Philippines for Mobile Experience by Frost & Sullivan.
UK-based leading international organization Global Brands Magazine (GBM) selected UnionBank from the inputs of various industry analysts, data providers, and publicly available information with dimensions and indicators.
Such indicators include size of user base, average number of digital customers onboarded per month and active rates, brand social score, app ratings on Google Play and Apple Store, digital journey, independent review, and ratings online, as well as the organization’s innovation initiatives and achievements.
Meanwhile, world-renowned research & consulting firm Frost & Sullivan recognized the Bank for “proving its ability to innovate consistently and ensure a seamless customer experience.”
According to Edurra Talib, Senior Research Analyst, Customer Analytics at Frost & Sullivan, "UnionBank became the first publicly listed traditional bank to receive a digital banking license from the Philippines’ central bank. It has embarked upon a digitalization drive to extend ePayment services to 70% of its customers by 2023 as the demand for digital services gets louder."
UnionBank became the first in the country to leverage 5G technology to launch the smart branch with Internet of Things (IoT)-enabled services. The bank’s highly customizable system, self-service options, and robot assistant have elevated the quality of customer interactions. This commitment to continuous, data-driven innovation has helped the bank enhance service delivery along the entire customer journey.
"Overall, UnionBank's one-stop mobile app hub for the enterprise customer segment has helped it accelerate technology adoption among customers and established it as a company offering a differentiated customer experience," noted Talib.
For more information on UnionBank’s initiatives, visit www.unionbankph.com
