Security Bank continues to strengthen the everyday banking experience for customers, delivering significant gains in customer satisfaction in 2025 after introducing improvements that made key services faster, simpler, and easier to access.
By listening closely to customer feedback and redesigning critical banking journeys—from account opening to credit card services and customer support—the Bank improved satisfaction scores across multiple touchpoints, reinforcing its commitment to BetterBanking: simple, fast, and personal.
“Our focus is straightforward: 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 reflect how we are continuously removing friction so customers can get things done faster and with greater confidence.”
Faster credit card services improve convenience at critical moments
Enhancements to installment conversion and cash access services helped raise customer satisfaction from 82% to 93%, as customers benefited from faster processing times, clearer updates, and easier self-service options through digital channels.
Processing time for high-value installment plan requests was reduced from seven banking days to five, while improved notifications gave customers better visibility on the status of their requests. Customers can now access services such as installment conversions and cash access more conveniently through digital platforms, minimizing the need for hotline calls or branch visits.
Simpler account opening creates stronger first impressions
Security Bank also streamlined the account opening journey by simplifying forms and reducing manual steps at branches, cutting processing time by eight minutes per application. These changes contributed to customer satisfaction levels reaching as high as 97–98%, helping ensure customers experience a smooth start to their banking relationship.
Customers consistently highlighted the professionalism and efficiency of frontline staff, describing the process as “seamless and exceeding expectations.”
Smarter customer support delivers faster, more personalized assistance
In the Contact Center, new support tools enabled agents to better understand customer history and resolve concerns more efficiently, contributing to an 11% increase in satisfaction since implementation. Customers reported receiving faster responses, clearer guidance, and more personalized solutions.
Listening, acting, delivering
These results reflect Security Bank’s ongoing effort to continuously refine customer journeys based on real feedback and real needs. By combining process simplification, digital innovation, and empowered frontline teams, the Bank is strengthening trust and delivering experiences that customers can rely on—every interaction, every day.
As Security Bank celebrates its 75th year, the Bank remains focused on what matters most: listening to customers, acting decisively, and delivering BetterBanking for every Filipino.
