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RETAIL BANKING | Cesar Tordesillas, Vietnam

Stanchart makes 97% compliance on 8-minute service pledge

More than 97% of Standard Chartered Bank customers in Vietnam were served within less than eight minutes since the initiative was implemented in July.


In fact, customers visiting branches of Standard Chartered Bank in Vietnam will take less than an average of two minutes to be served.

Standard Chartered Bank is the first bank in Vietnam to launch such a service pledge. It will donate VND20,000 to charity for each customer waiting more than eight minutes to be served.

Charities benefiting from this include the “Living with HIV/AIDS” project and the “Seeing is Believing” programme.

Louis Taylor, general director of Standard Chartered Bank Vietnam said, "The eight minutes service pledge is yet another initiative that reinforces Standard Chartered’s overall approach to drive superior customer service through innovation, and our commitment to embed a strong service culture among employees to ensure they provide friendly, fast and accurate service to our customers”.

The service pledge starts from the moment a customer enters the branch and receives their queue ticket until the customer is called for serving. The queuing system automatically tracks the duration of the waiting time and alerts the tellers if the eight-minute pledge is not met.

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