Dear,

Call Centre of AB Bank is a centralised office used for the purpose of providing information on the bank's
products and services as well as recording and resolving customers' querries.

We are presently conducting a customer satisfaction survey regarding performance of our Call Centre.
We value your feedbacks and opinions. We believe your contributions will help us to improve our services to
serve you better. Your information will be confidentially treated and will only be used for survey purpose.
Please answer a few questions below.

1 During the last 06 months, have you ever contacted AB Bank Call Centre?
( Please select only one answer)

1 Yes (Please skip to question 3)

2 No (Please continue with question 2 and then terminate the survey. Thank you)

2 Please provide reasons why you have not contacted AB Bank Call Centre yet?
(You can select more than one reason)

1 I do not know the existence of Call Centre

2 I don't understand the purpose of Call Centre

3 I don't have any request yet

4 I prefer to go to the bank offices to directly work with the front officers

5 Others ( Please specify)

THIS PART IS FOR THOSE WHO HAVE CONTACTED THE CALL CENTRE
3 In your latest call, what items describe your requests for assistance from Call Centre?
(You can select more than one item)

1 To learn about BA Bank products and services

2 To check a balance number of my account

3 To learn about loan and deposit interest rate

4 To get consulting on how to file a loan

5 To learn how to open ATM card and/or credit card

6 To request to transfer money from my account to other accounts

7 To complain the handling of my case

8 Others ( Please specify)

4 On which communication channel have you known about AB Bank Call Centre?
 (You can select more than one answer)

1 Call Centre flyers

2 AB Bank Catalog

3 AB Bank Website

4 Billboard of AB Bank

5 Newspaper, publications…

6 Recommendations from acquaintances

7 Recommendations by the bank's front office staffs

8 Others ( Please specify)

5 Please indicate your level of agreement to which of these statements accordingly.

( To each statement, please select one asnwer ONLY)

Neither agree nor disagree

Strongly disagree

Disagree

Agree
RELIABILITY
*Information provided by call centre agents are correct with

information from related authorised department

1 2 3 4
* Departments of AB Bank has good cooperation with Call Centre

to satisfactorily answer customers' questions

1 2 3 4
*CSR keep customers informed about how their questions are answered or problems are solved
1 2 3 4
*Customers' querries are answered on first call resolution basis
1 2 3 4
ĐÁP Ứng
*CSR provided prompt answers to customers' questions
1 2 3 4
*Customers don't wait for long time to talk to a CSR
1 2 3 4
*CSRs try to understand customers' problems
1 2 3 4
*CSRs do their best to resolve customers' problems
1 2 3 4
NĂNG LỰC PHỤC VỤ
*CSRs have the knowledge to answer customers' questions
1 2 3 4
*CSRs instill confidence in customers
1 2 3 4
*CSR makes customers feel safe in their transactions
1 2 3 4
*CSRs are courteous and polite
1 2 3 4
 ĐỒNG CẢM
*CSRs give customers individual attention
1 2 3 4
*CSRs have customers' best interest at heart
1 2 3 4
*CSRs understand the needs of customers
1 2 3 4
*CSR can recognise regular customers in later calls
1 2 3 4
PHƯƠNG TIỆN HỮU HÌNH
*Telephone lines are rarely busy
1 2 3 4
*Communication quality is good
1 2 3 4
*Operation time of Call centre is convenient to customers
1 2 3 4
* CSRs answer the phone with soft voice
1 2 3 4
ĐÁNH GIÁ CHUNG
*I am satisfied with the service performed by ABBANK call centre
1 2 3 4
*I will continue to utilise the service of the call centre
1 2 3 4
*I will introduce call centre services to

other customers or my friends 1 2 3 4

6 Please evaluate level of importance of each activity on a 5 point scale

with 1 is the least important and 5 is the most important
(Please choose 01 answer for each question )
Not very important

Not important

Important
Neutral

*Provide information on products and services of AB Bank

1 2 3 4
*Check account balance
1 2 3 4
*Ask information about lending and deposit rate
1 2 3 4
*Ask about procedures to file a loan
1 2 3 4
*Register for ATM and deliver to doors
1 2 3 4
Transfer ( Payment of electricity, water, telephone, internet, cable TV…bills)

or transfer from account to account, account to cards and vice verse

1 2
*Handle customers' complaints
1 2
*Other:
1 2
3 4
3 4
3 4

PERSONAL INFORMATION
7 Please indicate your age:
( Please select 01 answer)
 1 15-25

2 26-35

3 36-45

4 46-60

5 >60

8 Please indicate your education level

( Please select 01 answer)

1 High school

2 College

3 University

4 Post-graduate

9 Please indicate your gender

( Please select 01 answer)

1 Male

2 Female

Thanks a lot for your cooperation. Your opinions are so important to AB Bank.
We strive our best to imporve our call centre services to serve you better.
Thank you very much.

An Binh Bank -Call Centre

es to

ENTRE
 Strongly agree

5
5
5
5
5
5
5
5
5
5
5
5
 5

5
Very important