SM to Our Customers

We’ve got it all for you!

For decades, this catchphrase has resonated with our customers, but it means much more than just words. It represents the core of our mission, putting our valued customers at the center of everything we do.

Our Brand of Customer Service

From the very start, SM has embodied a customer-centric approach, recognizing that our relationship with our customers extends beyond individual transactions. We strive to understand the ever-evolving landscape of their lifestyles and preferences, anticipating their aspirations at every stage. With a carefully curated mix of brands, products and services, our unique ecosystem of businesses caters to their unique needs. 

In addition to offering a wide range of products, SM has earned a reputation for providing great customer service. Our service culture comes from our retail origins that permeates across the group into our property, banking and portfolio ventures. With our customers’ aspirations as our driving force, we strive to create a more personalized customer experience across all our businesses and platforms.

The SM Culture of Service

The SM Culture of Service is a legacy of our founder and has been deeply ingrained in
our organization. At the core of this culture is our team members. They embody the values of leadership, teamwork, entrepreneurship, drive, enthusiasm and integrity. This year, five companies within our group, The SM Store, Toy Kingdom, BDO, SM Markets and SM Cinema, have been recognized as the Best in Customer Service by the Philippine Daily Inquirer and Statista. This is an affirmation of our dedication to delivering exceptional customer experiences.

Our Retail Businesses

Our retail businesses experienced great success this year as we expanded with 419 new stores, focusing on areas with higher economic growth and aiming to reach more Filipinos.

Our Property Businesses

Our property businesses had a successful year, with notable achievements and progress. Led by SM Prime, our goal is to reach 100 malls in the Philippines by the end of 2027, while also expanding our portfolio of residences and hotels to meet the evolving needs of our customers.

Our Banking Businesses

Our banking businesses experienced significant success this year. With higher margins and a thriving economy, our banks delivered impressive earnings and played a leading role in our overall success.

Our Portfolio Investments

Our portfolio of investments aims to grow its share in the group’s earnings by investing more in the logistics and renewable energy sectors while also exploring high-growth opportunities in sectors that align with our ecosystem of SM businesses.

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