Industry, Innovation, and Infrastructure
Visualizing the building blocks of national development—from funding to function.
Where PH Fintech Falls Short: The Case for Better Customer Support
As fintech becomes an essential part of daily life in the Philippines, understanding user feedback is key to building trust and improving digital banking experiences. This analysis draws from 6,566 ‘constructive’ reviews, randomly sampled from a dataset of 65,536 online banking app reviews. Findings reflected in this plot suggest that approachability is the most valued principle. Users consistently highlight the importance of intuitive navigation, accessible and reliable transaction features, and courteous, patient, and reachable customer service. Optimization also plays a central role: users appreciate low interest rates, transparent transaction approvals, and fast, seamless processes. Conversely, dissatisfaction often stems from app slowdowns, data leaks, hidden fees, and diverse transaction methods. Finally, while less frequently mentioned, factors like user incentives, higher savings interest, advance maintenance notices, and fewer intrusive ads positively influence perception. These insights can guide improvements that meet the evolving expectations of over 63 million adult digital finance users nationwide.
