Joseph Emmanuel M.

Gonzales October 28, 2019

11535164 MARKSRV - K31

BDO Vito Cruz branch audit

Criteria based on: Failed Needs Satisfactory Very Outstanding

Improvement Satisfactory

Product elements ✔

Price and other cost ✔

considerations

Place, time, and ✔

cyberspace

Promotions on ✔
education

Process ✔

Product of quality ✔

Physical evidence ✔

People ✔

PRODUCT ELEMENTS:
There are no tangible products purchased during the audit for the reason that it is a service
oriented type of transaction wherein they helped me deposit monetary funds to the bank
account of another person manually. That is the main intangible product. For the unique selling
experience, I would say that the BDO branch in Vito Cruz has the coldest centralized air
conditioning units out of all the banks here in Taft Avenue. For the product elements, I rate it as
very satisfactory because there are no complications and my transaction turned out to be a
success.

PRICE AND OTHER COST CONSIDERATIONS:

There was no particular financial expense that was paid during my transaction/depository
process. The non financial cost, however, would be the time and effort you would be spending
when going to the branch of the bank and the time you spent on fallin in line waiting in queue as
there were a lot of customers waiting for their turn during my experience in visiting the branch. I
rate it as very satisfactory because I only waited for 10 minutes before it is my turn to manually
deposit.

PLACE, TIME, AND CYBERSPACE:

The BDO branch that I chose is located in Vito Cruz just around Taft Avenue. It’s just right in
front of the Henry Sy Sr. Building’s main entrance. For the time, they operate and serve
customers from 8:30am to 5:30pm or from 9:00am to 6:00pm depending on the particular day of
the week. Also, Banco de Oro has an active internet presence overall. They have a website
wherein you can access all their services from loaning, investing, insurance, etc. They also have
a mobile app where you can transfer cash from one BDO account to another as long as it is
registered. One benefit of the app is that you can transfer money 24/7 as long as you have an
internet connection. I rate this as outstanding because it is very close to my location (DLSU) and
there is no hassle waiting in line, plus they have a very good internet presence as well.

PROMOTIONS ON EDUCATION:

They have little to none promotional posters inside and outside the store. There’s just this one
big logo of BDO that you will immediately see when you enter the bank itself along with its
tagline “we find ways”. With this I would rate it as satisfactory.

PROCESS:

I rate the process to be very satisfactory because it was very simple as you would first pick a
queueing number and there would be a tv screen displaying all queued numbers and it would
notify the people when it's their turn to transact. Secondly, you fill up the deposit slip and give
the exact amount you want to put on the encoded account number. After that, the process
would be done and your transaction would be a success.

PRODUCT OF QUALITY:

The product of quality was very satisfactory as their facilities are all well maintained and most of
them still looks new like their chairs, desks, etc. There is also a good ambiance in the bank,
there were bright lights and they have a very soothing centralized air conditioning. They conform
quality performance for the benefit of their customers. The value quality of the product you are
paying for lies on how quickly and efficient they provide service for the people, and the
environment are just complementary pieces for their satisfaction. Because of this I rate it as very
satisfactory.

PHYSICAL EVIDENCE:

One physical evidence that would serve as proof that you had a transaction would be the
depository slip that you filled up during the actual process. Indicated in the slip is the amount of
money that you’re going to deposit, the date, and the account name and account number of the
recipient. I rate this category as being very satisfactory.

PEOPLE:

All the staff are very accommodating to the customers. From the guards to the clerks and the
branch manager. They have 2 security guards guarding outside the bank, and more or less 12
clerks inside the store. I rate this to be very satisfactory.