GCash Achieves Impressive 92% Net Promoter Score in 2023

In December 2023, GCash, a leading mobile wallet in the Philippines, achieved a remarkable 92% Net Promoter Score (NPS), indicating strong recommendation and trust levels among Filipino users. The NPS, a globally recognized metric developed by Bain and Company, assesses customer loyalty and satisfaction. GCash’s high NPS was driven by significant improvements in key areas such as usability, user-friendliness, security, and customer service, as revealed by an internal study. This study aimed to gauge accurate customer sentiment by considering both positive and negative feedback.

Specifically, GCash received high scores in usability and user-friendliness (both 93), security (88), and customer support (81). These scores reflect the effectiveness of the mobile wallet in meeting the needs of its users. GCash’s user-friendly interface, making it easy to navigate and get accustomed to, has been particularly praised. Its educational materials are helpful and easily understandable, enhancing user experience. Moreover, customers expressed confidence in GCash’s security measures, feeling secure about the integrity and safety of their accounts.

In terms of customer service, GCash has shown significant improvements, with customers appreciating the prompt and reliable responses to their queries and issues. Gilda Maquilan, Vice President and Head of Corporate Communications at GCash, emphasized the importance of NPS in showing the brand’s commitment to its customers. She highlighted that the best way to promote the brand is through customers sharing their positive experiences with others.

Further reinforcing its reputation, GCash was also recognized as one of the most likable brands in the financial services category by the independent research firm PUBLiCUS Asia in its PAHAYAG 2023 Second Quarter Survey. This endorsement, along with the high NPS, solidifies GCash’s position as a trusted and esteemed brand among Filipinos​​​​​​​​​​​​​​​​​​​​​​.