VCSI is an independent system to assess consumer satisfaction in Vietnam, jointly implemented by Korea Management Consulting Company (KMAC) and AASC Auditing Agency. This model was developed based on KCSI - a customer satisfaction index applied in Korea since 1992. This is the second year VCSI has deployed an assessment system in Vietnam, with a total of 15 product lines and 59 enterprises included in the survey.
In the Express - Post Group, Xanh SM Express reached 59.6 points, surpassing GHTK (55.4 points), GrabExpress (44.8 points) and GHN (43.3 points). In the group of businesses with a large market share, this score difference is quite high, showing that Xanh SM Express's service is rated higher for its stability, ability to meet customer needs and bring a more positive overall experience to users.
As part of the SM Green electric vehicle ecosystem, the SM Express Green service has been put into operation since the end of 2023, using 100% of VinFast electric motorbikes and applying a synchronous quality coordination and control model, from operating standards to the style of Uncle Tai Xanh's team. The consistency and consistency of service quality is an important factor contributing to improving the level of satisfaction according to VCSI's assessment, especially in the criteria of stability and ability to meet customer expectations.
The No. 1 of Xanh SM Express also received the approval of many customers. Ms. Thanh Ha (Bach Mai Ward, Hanoi), owner of a mother and baby store, said she was much more secure when switching to using Xanh SM Express. Before that, although she had tried many delivery units, she often encountered cases where orders did not update status or had difficulty contacting when problems arose. "What I care about most when using delivery services is being able to closely follow the order roadmap, and when needed, the switchboard can provide immediate support, not leaving orders suspended, thereby helping the store significantly reduce the risk of refunds or unnecessary problems," Ms. Ha shared.
In addition, the uniformity in the working style of the driver team is also the reason why many shop owners like Ms. Ha feel secure. "The drivers who deliver goods from Xanh SM Express are not affected by the situation of one person doing well, the other being reckless. This is very important for online business, because just one problem requires immediate customer feedback, affecting other customers, so I always prioritize using the service with the highest stability, she shared.
From another perspective, according to Mr. Le Hoai An, an expert on sustainable urban areas, bringing electric vehicles to delivery is also a special advantage of Xanh SM Express. This method both helps reduce emissions and improves the experience of both the delivery person and the recipient. Receiving experience comes not only from delivery speed but also from feeling the service. Electric vehicles help reduce noise and create a positive image for both the delivery person and the sales unit, he commented.
This identifying factor is also highly appreciated by many small shop owners and business households. Mr. Quang Minh (HCMC), owner of an imported food store, said that customer feedback was more positive when he switched to delivering by electric vehicle. "Receiving goods from electric vehicle drivers creates a more comfortable and professional feeling. For small stores, the image when delivering goods also contributes to retaining customers, he said.
The leading results of VCSI 2025 are an affirmation of Xanh SM Express for the quality of operation, support channels and overall customer experience. In the context of the fierce competition in the delivery market and the increasingly clear trend of green logistics, this is considered a signal showing that customer expectations are shifting, from "only need to deliver to the place" to "more standard, friendly and consistent delivery".
