MoMo among top 10 Customer Experience Excellence by KPMG

November 09, 2020 - 19:08
MoMo was the only electronic wallet in the top 10 Customer Experience Excellence brands in Việt Nam announced by KPMG this year.


MoMo named one of the top 10 Customer Experience Excellence brands in Việt Nam by KPMG this year. — Photo courtesy of the firm

HÀ NỘI — MoMo was the only electronic wallet in the top 10 Customer Experience Excellence brands in Việt Nam announced by KPMG this year.

According to the KPMG report called Customer Experience in the new reality in 2020 in October, MoMo ewallet was announced with other nine names including Vietcombank, Prudential, Vietnam Airlines, Tiki, DLH, Viettel, Samsung Store, Bao Viet and Big C.

The Customer Experience Excellence (CEE) of KPMG has expanded to 27 countries, of which Viet Nam was the newcomer this year. MoMo was also the first and only electronic wallet on the ranking of this report.

After 10 years since it launched with more than 20 million users, MoMo always strives to innovate and create quality products, to best serve all the needs of Vietnamese users. Since its establishment, through the application of technology, the company has always put users at the centre of all activities as well as the development of its services and products.

In 2019, MoMo launched the first Excellent Customer Experience (CEE) project, in which it sets a goal to give the best and most consistent experience from start to end to every touch point of customers on the wallet.

With the philosophy of "Happy Users,” Nguyễn Bá Diệp, Executive Vice Chairman and Co-founder of MoMo said: “Customer satisfaction is our goal at MoMo. We want every user experience to be fun and enjoyable. The wallet is not just to help users pay or purchase, we want users to feel interested and be understood when using MoMo.”

KPMG's survey was conducted from April to June 2020, based on the opinions of more than 1,000 Vietnamese users about 86 brands both at home and abroad, operating in many fields such as financial services, groceries, restaurant and fast food retail, entertainment, tourism and hospitality, transportation and telecommunications.

According to the report, the emergence of the COVID-19 pandemic has strengthened the transformation from traditional commerce to e-commerce, making the boundary between the online channel and offline channel no longer clear.

Ross Macallister, Managing Partner, Consulting, KPMG Vietnam, said: “Companies in Viet Nam are currently in a transitional period, going from a product-centric model to a customer-centric model. In the near future, the market leaders will be companies that put customers at the heart of their strategy.” — VNS