GCash achieved a 92 net promoter score (NPS) in December 2023, indicating it’s a highly recommended and trusted brand among Filipinos. The NPS has been a globally recognized metric since 2003 and was created by top management consulting firm Bain and Company.
Significant gains seen in the major categories of usefulness, ease of usage, security, and customer service drove GCash's total NPS. The survey aimed to determine accurate customer sentiment by accounting for positive and negative feedback.
Under the primary metrics of the report, GCash achieved an all-time high in customer recommendations for the following criteria: Usefulness, 93; Ease of Use, 93; Security, 88; and Customer Service, 81.
"The net promoter score is one of our many ways to show that we are truly listening to our customers. At GCash, we believe that the best way to promote the brand is for customers themselves to share their experience with others, which has so far been positive according to the report. Among the good things that customers are saying is that GCash products and services are relevant to their needs, have a wide range of online and offline partners, and is a more convenient way than conventional offline methods that are always available when needed," said GCash VP and head of corporate communications Gilda Maquilan.
Regarding ease of use, GCash users say it is easy to navigate and get used to. It is available for use in most transactions they need it for. Education materials are helpful and easy to understand. Customers are also saying that self-help articles are easy to access.
Security, which helps build trust among customers, also scored positive sentiment. Customers say security measures are sufficient to protect their accounts, especially from scammers and fraudsters. The report reveals that customers feel safe with their private data and the integrity of their accounts as long as they don't share their MPIN and OTP with others.
In terms of customer service, the ease of getting help with GCash has significantly improved, as issues are resolved with fast and timely replies and updates.
Earlier in 2023, GCash was also cited as one of the most endearing brands by independent research firm PUBLiCUS Asia. In its PAHAYAG 2023 Second Quarter Survey, GCash was shown as a “clear leader in the financial services category,” with a dominant 80% endearment score.
About Mynt
Mynt is the parent company of GCash, the #1 Finance Super App in the Philippines. It’s the first and only fintech company listed on the Philippine Stock Exchange under the “GCASH” ticker symbol. Through GCash, Mynt advances its vision of 'Finance for All' by making financial services more accessible to Filipinos. Mynt operates a portfolio of companies, including G-Xchange, Inc., the payments company responsible for the digital payments and electronic money activities in the GCash app, and Fuse Financing, Inc., the financing company for GCash that provides fair and digitally-enabled credit products and solutions.
Mynt, through its fintech operations, is a staunch supporter of the United Nations Sustainable Development Goals (SDGs), particularly focusing on safety & security, financial inclusion, diversity, equity, and inclusion, as well as taking urgent action to combat climate change and its impacts.
About GCash
GCash is the Philippines’ #1 Finance App and Largest Cashless Ecosystem. Through the GCash App, users can easily purchase prepaid airtime; pay bills via partner billers nationwide; send and receive money anywhere in the Philippines, even to other bank accounts; purchase from over 6 million partner merchants and social sellers; and get access to savings, credit, loans, insurance and invest money, and so much more, all at the convenience of their smartphones. GCash’s mobile wallet operations are handled by G-Xchange, Inc. (GXI), a wholly-owned subsidiary of Mynt, the first and only duacorn in the Philippines.
Mynt and GCash are staunch supporters of the United Nations Sustainable Development Goals (SDGs), particularly UN SDGs 5,8,10, and 13, which focus on safety & security, financial inclusion, diversity, equity, and inclusion as well as taking urgent action to combat climate change and its impacts, respectively.
For more information, please contact:
Bruce Rodriguez, Head of Business Communications
Corporate Communications
