SCB’s 8-minute service pledge

This is the result of a newly launched initiative – 8 minute Service Pledge - that has been implemented by the bank at all its branches since the beginning of July.

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 (Standard Chartered’s global programme helping to tackle preventable blindness).

During the first month since launching the pledge, more than 97 per cent of customers were served within less than eight minutes.

Louis Taylor, general director of Standard Chartered Bank (Vietnam) Ltd. 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.

Together with the eight minutes service pledge launch, Standard Chartered Bank in Vietnam has offered a number of new benefits to its clients this year, such as extending working hours on weekdays and weekends, the partnership with the Smartlink network that allows customers to have access to over 5,000 ATMs nationwide.