Neobank Timo has been ranked as the sixth bank in Vietnam with the highest customer satisfaction in 2026, marking the platform’s entry into the top ten list and demonstrating a substantial improvement in service quality and experience over the past year, according to a new research by Decision Lab, a market research and consumer insights agency based in Ho Chi Minh City.
The Decision Lab Bank Satisfaction Rankings 2026 evaluates the customer satisfaction of major banks and digital banking platforms in Vietnam based on data collected throughout the calendar year 2025. Customers were asked to indicate whether they are satisfied or dissatisfied with each bank they currently use from which a Net Satisfaction Score was calculated.
In this year’s ranking, Timo stands out as the sole digital-native player to make it into the top 10 list. In 2026, the digital banking platform achieved a remarkable Net Satisfaction Score of 80.6, marking a significant 8.4-point increase from the 2025 ranking. This improvement propelled Timo to a notable jump of 10 places on the ranking, representing the most significant enhancement among the banks evaluated.
Founded in 2015, Timo is Vietnam’s first digital banking platform. It offers a full suite of retail banking services, including instant account opening, debit cards, savings, transfers, and embedded financial services, claiming close to a million of customer accounts.
Timo does not hold its own banking license, and instead partners with BVBank, formerly Viet Capital Bank, which provides the actual banking license, regulatory compliance, clearing, and deposit insurance.
In May 2026, Timo was acquired by Kredivo Group, a provider of digital financial services, operating through its brands Kredivo, KrediFazz, Krom, and GajiGesa. Kredivo is a digital credit platform across Indonesia and Vietnam, GajiGesa offers small and medium-sized enterprise (SME) working capital financing, and Krom Bank is a digital bank in Indonesia.
Vietcombank, Techcombank, MB Bank maintain lead
In the 2026 Decision Lab Bank Satisfaction Rankings, Vietcombank, Techcombank, and MB Bank maintain their lead.
Vietcombank, a state-owned commercial bank, secured the first place with a score of 86.8, up 2.5 points and rising one position from the 2025 ranking.
Vietcombank has significantly ramped up spending on innovation and customer satisfaction, upgrading its digital banking application VCB Digibank, introducing a range of innovative digital services, including biometric authentication, fully digital lending supported by electronic digital signatures, and cross-border QR code payment solutions available in more than 60 countries and territories, and investing in artificial intelligence (AI), machine learning (ML), big data, and cloud infrastructure to accelerate transaction processing, strengthen risk management and operational control, and drive end-to-end digital transformation.
In May 2026, the bank won the Special Prize in the Digital Transformation in the Banking Industry competition, recognizing its commitment to promoting technology, improving operational quality, and enhancing customer experience.
In June 2026, it topped the Top 10 Most Innovative and Business-Effective Banks 2026 (VIE10) list and secured the second position in the Top 50 Most Innovative and Business-Effective Enterprises 2026 (VIE50).
After Vietcombank, Techcombank secured the second position in the Decision Lab Bank Satisfaction Rankings 2026 with a score of 85.9. This score represents an increase of 1.3 points from 2025 and marks a decline of one position for Techcombank compared to last year.
Similarly to Vietcombank, Techcombank is renowned for its innovation and customer-centric approach to banking. The bank has invested heavily in digital capabilities, AI, and data infrastructure to expand beyond traditional banking, committing around US$500 million to technology capabilities and digital platforms.
By the end of 2025, Techcombank had deployed more than 55 AI models, contributing to higher sales conversion rates, improved underwriting and an estimated VND 4.1 trillion (US$156 million) uplift in revenue and productivity gains.
Following Techcombank is MB Bank, maintaining the third position with an 85.6 score, up 4.1 points, while VietinBank holds the fourth position with an 82.3 score.
Evolving customer habits
Traditional lenders in Vietnam are intensifying their digital initiatives in response to soaring usage of digital platforms and demand for superior digital experiences. A recent consumer study conducted by Vero and Kadence International surveyed over 3,000 consumers across six Southeast Asian markets and found that Vietnam stands out as the region leader in daily online banking usage, with a remarkable 46%.
Vietnam also ranks among the Southeast Asian markets with the highest levels of trust in digital financial services, holding the top position for trust in online banking, and performing high in trust in digital payment services.
This landscape has given rise to a rapidly growing digital banking ecosystem in Vietnam, which, besides Timo, include:
- Cake by VPBank, a digital-only banking brand backed by VPBank, offering accounts, cards, payments, savings and lending;
- Ubank by VPBank, another VPBank online banking platform oriented toward younger customers;
- TNEX, a digital banking platform created by Maritime Bank (MSB) focused on younger consumers and digital financial services;
- Liobank, a digital-first banking offering by Oriental Commercial Joint Stock Bank (OCB) designed around mobile banking and digital onboarding;
- Vikki Digital Bank, a digital-bank model created following HDBank‘s takeover of DongA Bank; and
- VCBNeo, Vietcombank’s digital-bank entity created following the bank’s compulsory transfer of CBBank.
Many of these players have reached significant success. After nearly six years of operation, Cake has served more than 7.6 million customers through its digital platform; TNEX reported 3.9 million users in June 2025; and Liobank reached 500,000 users in its second year in operation last year.
Featured image: Edited by Fintech News Singapore, based on image by user1946578 via Magnific
