VSS’s service satisfaction index hit 89.50% in 2025, a 2.03% increase compared to 2024.

In compliance with the 2024 Law on Social Insurance (SI) and Government directives on administrative reform, VSS conducted a nationwide survey in 2025 to measure and evaluate organizational and individual satisfaction with its services. This marks the third year that VSS has implemented this assessment using scientific methods, ensuring objectivity, transparency, and alignment with the satisfaction measurement criteria issued by the Ministry of Home Affairs

2025 was a pivotal year for VSS, marking the progress of Resolution 28-NQ/TW on policy reform alongside a major system-wide restructuring. This satisfaction assessment does more than gauge service quality; it captures the positive results of organizational improvements and streamlined professional workflows designed to serve social and health insurance participants better.

In line with VSS’s plan, a satisfaction assessment was carried out for social, health, and unemployment insurance participants across 34 provinces from March to August 2025. Out of 91,296 surveys distributed, 84,508 were collected. After data cleaning, 84,448 valid responses (representing 99.9% of the collected surveys) were included in the final analysis and synthesis.

The survey participants included: individuals and organizational representatives conducting in-person transactions at one-stop service departments; those using electronic transaction systems; voluntary SI and household health insurance (HI) participants transacting through social and HI support and development organizations; retirees and SI beneficiaries receiving payments via ATM; patients and their relatives using HI-covered medical services; and users of VSS information, communication, support, and consultation channels (such as the hotline, portal, Fanpage, Zalo, and Email). The survey was conducted both in person and remotely, with independent monitoring to ensure the objectivity and integrity of the results.

The announced results showed that the overall satisfaction index of organizations and individuals with VSS in 2025 reached 89.50%, a 2.03% increase compared to 2024. This outcome demonstrates the continuous improvement in service quality across the VSS, reflecting the effectiveness of administrative reform, digital transformation, and the enhanced professional responsibility of staff. However, the survey also identified areas for further improvement, including: the quality and stability of certain online support channels, service consistency across different localities, and coordination with healthcare facilities to enhance the quality of HI-covered medical services.

The satisfaction index across 34 provinces and cities ranged from 84.05% to 96.76%. Notably, 33 out of 34 localities scored above 85%, meeting the target set by Resolution No. 28-NQ/TW. The five top-performing provinces include Ha Tinh, Quang Ninh, Dien Bien, Hai Phong, and Thanh Hoa. On the other hand, some localities recorded lower indices due to specific challenges such as large populations and high transaction volumes, particularly amidst the two-level administrative restructuring. These results serve as a vital basis for VSS to conduct an in-depth analysis of component indices, identify root causes, and propose appropriate corrective solutions in the coming period.

Based on the published results, VSS urges its departments and provincial offices to strictly review and immediately implement solutions to further enhance service quality. In the coming period, the entire system will conduct in-depth analysis of survey data and public feedback; streamline professional workflows; and improve the quality of administrative procedures. Furthermore, VSS will upgrade electronic transaction and online support platforms, strengthen skills training and public service ethics, and collaborate closely with healthcare facilities to improve the experience of health insurance participants.

The announcement of the 2025 satisfaction index reaffirms VSS’s strong commitment to building a professional, modern, and service-oriented administration. This effort aims to develop a fair, sustainable, and effective social security system in the new era./.