This Survey Questionnaire Customers' Behaviour toward ACLEDA Bank Lao Ltd.'s Products and Services, please spend 10 minutes of your time to help us improve our services quality. The results collected are anonymous.
1. How do you manage your daily income? (More than 1 Choice)
Separate to daily investment capital
Separate to daily food expense
Separate to daily saving
Separate to daily saving for emergency case
2. How do you wish to save money?
Deposit with the bank
Keep at home
3. If you selected "keep at home", please kindly give your reason?
No information of saving money with the bank
No familiar with banking service
Bank office is far from home/work station
Easy to spend daily
4. Which bank are you saving?
ACLEDA Bank
5. If you're saving besides ACLEDA Bank, could you provide reason?
Close to my house
High interest rate
Easy to access
Good customer service
6. Any other services have you been using besides saving?
Transfer
Card
Loan
1. Which services are being used?
Deposit
Credit
Cash Management
Western Union
Overseas Money Transfer
Local Money Transfer
Trade Finance
ATM Card
2. If you're using Credit, could you give your opinion about Credit?
Easy to access/No complicated documentation
Long term loan period
Competitive price and arrangement fee
3. How do you think about credit officer behavior?
Friendly and easger to help
Keep promise
Fast service serving
Politeness
4. How long have you been using ACLEDA Bank's service?
Less than 1 year
1-3 years
More than 3-5 years
More than 5 years
5. How do you satisfy our services
Excellent
Very good
Good
Average
Poor
6. If poor, could you provide reason?
Unfriendly
Bad behavior
No willing to help
Poor problem solving
7. Are you using ACLEDA ATM Card?
Yes
No
8. If yes, how do you use ACLEDA Card?
Access ATM
Access POS
Online Shopping
9. How often do you use ACLEDA ATM Card?
Everyday
Weekly
Monthly
Yearly
10. Are you satisfied ACLEDA Bank ATM/POS network?
Very Satisfied
Satisfied
Dissatisfied
11. If dissatisfied, what is your reason?
No guiding how to use ATM Card & POS
No responding to inquiry
Out of service frequently
ATM/POS terminal is too far
Less number of ATM/POS terminals in the area
12. When you dissatisfied ACLEDA Bank's service, what would you do?
Complain to the bank's manager
Complain via Call Center
Write down in customer complaint sheet
Leave without notice
13. After complaining, did you satisfy the solution?
Yes, I did
No, I did not
14. If yes, how satisfied are you?
Excellent
Good
Acceptable
15. If no, could you provice reason?
Unaccepatable solution
Solution provided is too late
16. How long do you usually wait to get the transaction done at counter?
Less than 15mn
15mn-30mn
More than 30mn
17- What is your service expectation?
- Loan applying
for minutes
- Loan approval
for minutes
- Cash withdrawal
for minute
- Cash deposit
for minutes
- Fund transfer
for minutes
- Account opening
for minutes
- ATM Card applying
for minutes
- ATM Card pickup
for minutes
- Other
for minutes
18. Beside ACLEDA Bank, are you currently engaged with other bank products?
Yes, I am
No, I am not
19. If yes, what product have you been using?
Deposit
Credit
Cash Management
Oversea Money Transfer
Local Money Transfer
Western Union
Trade Finance
Master Card
VISA Card
Internet banking
POS
20. If you're using other bank credit, could you give your opinion about credit?
Easy to access/No Complicated documentation
Long term loan period
Competitive price and arrangement fee
21. How do you think about its credit officer behavior?
Friendly and easger to help
Keep promise
Fast service serving
Politeness
22. Would you recommend ACLEDA Bank to other people? and why?
Good service quality
Convenient location
Nearby location
The largest branch network
The largest ATM/POS network
Friendly employees
Multi-products choice
Competitive price
Well-known reputation
23. Do you have any suggestion or recommendation to improve the ACLEDA Bank's products and services quality to meet your expectation?
USD
THB
EUR
AUD
VND
CAD
KHR
JPY
GBP
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