Security Bank sharpened its focus on everyday banking in 2025, rolling out customer-driven improvements that translated into higher satisfaction scores across key services, from credit cards and account opening to customer support.
By closely listening to feedback and redesigning critical banking journeys, the Bank made routine transactions faster, simpler, and easier to access—reinforcing its promise of BetterBanking that is 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, Senior Vice President and Chief Marketing Officer of Security Bank. “These improvements reflect how we are continuously removing friction so customers can get things done faster and with greater confidence.”
One of the strongest gains came from enhancements to credit card services, particularly installment conversion and cash access. Customer satisfaction in these areas climbed from 82 percent to 93 percent as processing times were shortened, updates became clearer, and self-service options expanded across digital channels.
High-value installment plan requests now take five banking days instead of seven, while improved notifications give customers better visibility on the status of their transactions. With more services accessible online, customers are spending less time on hotline calls or branch visits, especially during moments when speed and convenience matter most.
Security Bank also reworked the account opening experience to create stronger first impressions. By simplifying forms and reducing manual steps at branches, the Bank cut processing time by an average of eight minutes per application.
These refinements helped push customer satisfaction to as high as 97 to 98 percent, with customers frequently citing the professionalism and efficiency of frontline staff and describing the process as seamless and exceeding expectations.
Customer support saw similar progress following the rollout of smarter tools at the Contact Center. With better visibility into customer history, agents are now able to resolve concerns more efficiently and deliver more personalized assistance. Since implementation, satisfaction levels have risen by 11 percent, with customers reporting faster responses, clearer guidance, and solutions that feel more tailored to their needs.
Taken together, these improvements underscore Security Bank’s disciplined approach to listening, acting, and delivering. By combining process simplification, digital innovation, and empowered frontline teams, the Bank continues to strengthen trust and deliver experiences customers can rely on in every interaction.
As Security Bank marks its 75th year, its priorities remain firmly anchored on what matters most—listening to customers, acting decisively on feedback, and delivering BetterBanking for every Filipino, every day.
