NGN HNG TMCP NGOI THNG VIT NAM

HNG DN TR LI BN KHO ST CHT LNG DCH V KHCH HNG

1. Qu khch vui lng in vo phn Thng tin khch hng u tin bao gm: H tn,
Ngy sinh, S in thoi lin h, email, S CMND v Ngy cp.
Phn thng tin ny phi chnh xc v s c Vietcombank s dng nh danh
khch hng c hng min ph thng nin nm 2011

2. Qu khch tr li Bn kho st bao gm 32 cu hi:

Phn I: Cu 1 n 17: Dnh cho mi i tng khch hng.
Phn II: Cu 18 n 24: Ch dnh cho Qu khch hng s dng th tn dng
Vietcombank

Phn III: Cu 25 n 27: Ch dnh cho Qu khch hng s dng th ghi n quc
t Vietcombank

Phn IV: Cu 28 n 32: Dnh cho Qu khch hng s dng th ghi n ni a

Vietcombank Connect 24
i vi Qu khch hng s dng nhiu loi th ca VCB, Qu khch vui lng in
vo tt c cc phn dnh cho cc loi th m Qu khch s hu.
3. Phng thc tr li cu hi
-

i vi cc cu hi la chn 1 p n:

Qu khch vui lng nh du X vo trng bn cnh 1 p n duy nht m Qu khch la

chn.
-

i vi cu hi la chn nhiu p n:

Qu khch thc hin nh du X vo cc trng bn cnh cc p n m Qu khch la

chn.
4. Phng thc gi Bn kho st v Vietcombank:
Qu khch vui lng hon thnh Bn kho st, lu li ti my tnh v gi v Vietcombank
bng cch tr li li th ny c nh km Bn kho st v hm th
card@vietcombank.com.vn vi tiu th nh sau: KHAO SAT CHAT LUONG DICH VU
THE 2011

5. iu kin c hng Min ph thng nin 1 nm 2011 dnh cho th ghi n

quc t hoc th tn dng Vietcombank:
-

Qu khch hng hon thnh Bn kho st cht lng dch v khch hng.

Qu khch gi phn hi li cho VCB trc ngy 14/02/2011.

i vi Qu khch thc hin ng ph thng nin nm 2011 hoc ang c

hng min ph thng nin, u i ny s c chuyn sang nm 2012.

NGN HNG TMCP NGOI THNG VIT NAM

KHO ST CHT LNG DCH V KHCH HNG

Knh tha Qu khch hng, Ngn hng TMCP Ngoi thng Vit Nam xin trn trng cm n
Qu khch la chn s dng sn phm v dch v ca chng ti. khng ngng nng cao
cht lng dch v nhm phc v Qu khch c tt hn, chng ti thit k mt bn kho st
nh gi ca Qu khch dnh cho dch v m chng ti cung cp. Mt ln na chng ti xin trn
trng cm n Qu khch dnh thi gian qu bu cho Ngn hng!
Xin hy cung cp thng tn c nhn ca Qu khch (thng tin ny s c bo mt v ch phc v cho vic
tng u i min ph thng nin cho khch hng):

H V TN:
NGY SINH:
S IN THOI LIN H:
S CMND:

NGY CP:

EMAIL:

PHN I: CU HI CHUNG:
Cu 1: Bn thuc phi no?
Nam

Cu 2: tui ca bn?
<18

18-29

30-39

40-49

50-59

Cu 3: Bn ang cng tc trong ngnh ngh g?

Cu 4: Bn c phi l nhn vin ca Vietcombank khng?

C

Khng

Cu 5: Bn c ngi thn l nhn vin ca Vietcombank khng?

C

Khng

60+

NGN HNG TMCP NGOI THNG VIT NAM

Cu 6: Xin bn hy nh gi Vietcombank qua nhng tiu ch nu di y:

STT

Tiu ch

Rt tn

Tn

Khng c

Khng

thnh

thnh

kin

tn thnh

VCB lun cp nht nhng cng ngh

v thit b mi nht
Nhn vin VCB lun c trang phc

lch s v ngn np
VCB lun gi ch tn v tr li

khch hng, cung cp dch v mt

cch ng hn.
C nhiu knh lin h gia VCB v

khch hng
Nhn vin VCB rt nhit tnh khi

khch hng c thc mc hay vn

lin quan

VCB l ngn hng uy tn

H thng bo co, sao k ca VCB

hot ng chnh xc
Khi nhn vin VCB qu bn, h i

khi khng phn hi khch hng kp

thi.
Khch hng c th tin tng vo i

ng nhn vin ca VCB, cm thy an

10
11
12

ton khi thc hin giao dch.

i ng nhn vin VCB c thi
rt lch s vi khch hng.
VCB khng th quan tm n nhu
cu ca tng c nhn khch hng.
Thi gian lm vic ca VCB khng
th tho mn mi khch hng.

Cu 7: Bn bit ti dch v th VCB thng qua knh thng tin no?

Internet, truyn hnh, bo ch..

Hon
ton phn
i

NGN HNG TMCP NGOI THNG VIT NAM

Gii thiu ca bn b, ngi thn

Ti ngn hng khi ti lm cc giao dch khc
Cu 8: Nhn chung, th tc, quy trnh pht hnh th VCB l ph hp?
ng, ti thy nhng iu kin pht hnh th cng nh i hi cc loi giy t rt hp l
Khng c kin
Khng, th tc rt phc tp v bt hp l
Cu 9: Bn thy thi gian ch nhn th (5 n 7 ngy lm vic) hp l cha?
Cha. Thi gian ch qu lu.
Hp l, nhng nu nhanh hn c th tt hn.
Rt hp l
Cu 10:Khi nhn th pht hnh mi, bn c nhn c nhng ch dn s dng y t
pha ngn hng khng?
C, rt y v r rng
C, nhng cha c y
Khng c ch dn cht no
Cu 11: Bn c bit bt k chng trnh u i hoc khuyn mi dch v th gn y ca
VCB khng?
C, ti cp nht thng xuyn
Ti bit mt vi chng trnh, nhng khng r rng cho lm
Khng. Ti khng bit chng trnh no.
Cu 12: Hnh thc khuyn mi th no bn a thch nht?
Min, gim ph pht hnh, ph thng nin.
Qu tng khi pht hnh th
Chit khu tin khi mua hng
Tch lu im thng i qu
Bc thm may mn
Cu 13: Khi gp vn v th, phng thc lin h vi ngn hng bn la chn l g?
Internet

Ti Quy

in thoi

Vit th

Khc

Cu 14: Khi c cc vn thc mc lin quan n th do VCB pht hnh, bn c c

cc nhn vin ngn hng phn hi nhanh chng v tho ng khng?

NGN HNG TMCP NGOI THNG VIT NAM

Khng

Cu 15: Bn s gii thiu Dch v Vietcombank ti bn b, ngi thn?

Chc chn

C th

Khng

Cu 16: Xin hy ni v n tng ca bn khi c phc v bi dch v ca Vietcombank?

Cu 17: Xin hy nu kin ca bn v nhng gi m Vietcombank c th lm nng

cao hn na cht lng dch v khch hng.

PHN II: DNH CHO KHCH HNG S HU TH TN DNG

Cu18: Bn s dng th tn dng VCB bao lu ri?
t hn 1 nm

1 n 3 nm

Hn 4 nm

Cu 19: Xin hy nh gi mc quan trng ca nhng tiu ch sau khi bn la chn

th tn dng ca mt ngn hng:
Mc nh gi
Khng
Tiu ch

quan
trng

Li sut
Ph pht hnh v ph thng nin
Cc mc ph khc (ph chm tr, ph ng tin
mt)
Tng thng (cc chng trnh khuyn mi)v
cc u i i km
Dch v khch hng
Bo mt
Thng hiu ca NH pht hnh th
Thng hiu ca th (American Express, Visa,
MasterCard)
Phng thc lin h vi ngn hng (ti quy, in
thoi, internet..)

Bnh

Quan

thng

trng

Rt
quan
trng

NGN HNG TMCP NGOI THNG VIT NAM

Tiu ch khc:

Cu 20: Mt thng bn chi tiu th tn dng trong khong bao nhiu?

<2,000,000 VN
2,000,001 VN - 5,000,000 VN
5,000,001 VN - 10,000,000 VN
10,000,001 VN - 15,000,000 VN
>15,000,000 VN
Cu 21: (i vi khch hng pht hnh th trn c s tn chp): Bn nhn xt cc iu
kin tn chp pht hnh th tn dng ca VCB nh th no?
Ti cm thy nhng iu kin ny qu phc tp v kh khn p ng
I thy nhng iu kin ny hp l v cn thit
I thy iu kin kh d dng
Cu 22: (i vi khch hng pht hnh th trn c s ti sn bo m): Bn c cm thy
tho mn vi hn mc tn dng quy nh ti a bng 80% gi tr ca ti sn m bo?
C, ti cm thy nh th l hp l
Khng, n qu thp so vi gi tr ca ti sn m bo
Cu 23: Hn mc tn dng c ph hp vi chi tiu hng thng ca bn khng?
Rt ph hp
Thp hn mong i ca ti
Cao hn nhu cu ca ti
Cu 24: Bn c hin ang n ngn hng khon thanh ton th tn dng no khng? (v
d: cha tr ht ton b sao k thng trc..)
C

Khng

PHN III: DNH CHO KHCH HNG S HU TH GHI N QUC T

Cu 25: Bn s dng th ghi n quc t do VCB pht hnh bao lu ri?
t hn 1 nm

1 n 3 nm

Hn 4 nm

Cu 26: Mt thng bn chi tiu th ghi n quc t trong khong bao nhiu?

NGN HNG TMCP NGOI THNG VIT NAM

<2,000,000 VN
2,000,001 VN - 5,000,000 VN
5,000,001 VN - 10,000,000 VN
10,000,001 VN - 15,000,000 VN
>15,000,000 VN
Cu 27: Bn thng s dng th ghi n quc t cho mc ch g?
Mua sm ti cc Trung tm thng mi, ca hng gia dng, ni tht.
S dng cho cc dch v du lch, nh hng, khch sn
Chi tiu trn Internet
Ch dng rt tin, chuyn khon, thanh ton ho nti ATM
PHN IV: DNH CHO KHCH HNG S DNG TH GHI N CONNECT 24
Cu 28: Bn s dng th ghi n quc t do VCB pht hnh bao lu ri?
t hn 1 nm

1 n 3 nm

Hn 4 nm

Cu 29: Xin bn hy nh gi nhng u im m th ghi n VCB Connect24 s hu:

Mc nh gi
Tiu ch
Rt tt

Tng i tt

Khng tt

Mc ph thp
H thng ATM rng
khp
Nhiu chng trnh u
i, khuyn mi
Thng hiu uy tn ca
VCB
H thng n nh nn
th t gp vn
Khc:
Cu 30: Theo kin ca bn, u l im mnh nht ca thng hiu th ghi n ni a
VCB Connect 24?
Mc ph thp
H thng ATM rng khp
Nhiu chng trnh u i, khuyn mi

NGN HNG TMCP NGOI THNG VIT NAM

Thng hiu uy tn ca VCB

H thng n nh nn th t gp vn
Khc:
Cu 31: Bn c bit v s dng chc nng thanh ton ca th Connect24 khng?
C, v ti tng s dng th thanh ton
C bit, nhng cha bao gi dng
Khng bit
Cu 32: Bn thng hay s dng th ghi n VCB Connect24 cho mc ch g? (C th
nh nhiu du)
Rt tin ti ATM
Chuyn tin, thanh ton ho n in nc ti ATM
Chi tiu trn Internet
Chi tiu ti cc VCNT nh siu th, trung tm thng mi.