Security Bank continues to elevate the everyday banking experience, delivering notable gains in customer satisfaction in 2025 following enhancements that made key services faster, simpler, and more accessible.
By listening closely to customer feedback and redesigning critical journeys—from account opening and credit card services to customer support—the Bank improved satisfaction scores across multiple touchpoints, reinforcing its commitment to BetterBanking: simple, fast, and personal.
“Our focus is clear: listen to our customers, act on what matters most to them, and deliver experiences that make banking easier every day,” said Patricia Tan, Security Bank Senior Vice President and Chief Marketing Officer. “These improvements show how we are continuously removing friction so customers can get things done more quickly and with greater confidence.”
Faster credit card services enhance convenience
Improvements to installment conversion and cash access services lifted customer satisfaction from 82% to 93%, driven by faster processing times, clearer status updates, and expanded self-service options through digital channels.
Processing time for high-value installment plan requests was reduced from seven banking days to five. Enhanced notifications now provide customers with better visibility into their requests. Customers can also complete installment conversions and access cash more conveniently online, reducing the need to call hotlines or visit branches.
Streamlined account opening makes a strong first impression
Security Bank simplified its account opening process by reducing form requirements and minimizing manual steps at branches, cutting processing time by eight minutes per application. As a result, satisfaction levels reached as high as 97–98%, helping ensure a smooth and positive start to the banking relationship.
Customers frequently praised the professionalism and efficiency of frontline staff, describing the experience as seamless and exceeding expectations.
Smarter customer support delivers more personalized service
Within the Contact Center, new tools now allow agents to access customer history more easily and resolve concerns faster. Since implementation, customer satisfaction has risen by 11%, with customers citing quicker responses, clearer guidance, and more tailored solutions.
Listening, acting, delivering
These gains reflect Security Bank’s ongoing commitment to refining customer journeys based on real feedback and evolving needs. Through process simplification, digital innovation, and empowered frontline teams, the Bank continues to strengthen trust and deliver reliable, everyday experiences.
As Security Bank marks its 75th year, it remains focused on what matters most: listening to customers, acting decisively, and delivering BetterBanking for every Filipino.
