Home / Customer Relationship

Customer relationship management at Vietnam Joint Stock Commercial Bank for Investment and Development - Ha Long branch - 12



customer relationship management






4

Staff capacity and qualifications






5

Government regulations






6

Economic development situation






7

The pressure of competition






Maybe you are interested!

Customer relationship management at Vietnam Joint Stock Commercial Bank for Investment and Development - Ha Long branch - 12

4. What is your opinion on the issue of collecting customer database? (Mark (X) in the box that best suits your opinion))

5 = Very good 4 = Good 3 = Fair 2 = Average 1 = Poor



STT


Content

Evaluate

1

2

3

4

5

1

Customer data is always carefully collected.






2

Customer data is updated regularly







3

Customer data helps you understand your customers.

than







4

Customer data storage system supports you to learn and work with customers conveniently.







5

Customer data information provides early forecasts of business performance and strategic direction.






5. What is your assessment of customer classification? (Mark (X) the boxes that best match your opinion))

5 = Strongly agree 4 = agree 3 = Neutral

2 = Disagree 1 = Strongly Disagree



STT


Content

Evaluate

1

2

3

4

5

1

There are clear regulations and criteria for classifying customers.







2

Features of each service package are suitable for each target customer group.







3

The service package is designed to attract the attention of many customer groups.






6. How do you rate your customer interactions? (Mark (X) the boxes that best match your opinion)

5 = Very good 4 = Good 3 = Fair 2 = Average 1 =

Least



STT


Content

Evaluate

1

2

3

4

5

1

Staff are trained in communication skills and customer support






2

Fast, convenient and effective customer support







3

The process of communicating and understanding customer needs without causing inconvenience to customers






4

Staff attitude is polite and respectful to customers







5

Technology system supports employees and customers in their work, answers questions, and supports interactions







6

Customer care and gratitude programs are implemented reasonably and diversely, customers are satisfied.







7

Customers are loyal to the bank






8

Customers take on more services than they originally requested







9

Customers give good comments about the service provided by

bank







10

Bank policies and regulations encourage effort and hard work.

Customer service of staff






7. What is your opinion about the bank's ability to customize its service offerings? (Mark X in the appropriate boxes)

5 = Very good 4 = Good 3 = Fair 2 = Average 1 = Poor



STT


Content

Evaluate

1

2

3

4

5


1

Flexibility in banking service provision procedures







2

Flexibility in designing service packages to suit changing customer characteristics







3

Friendly staff, ready to support according to changes

customer exchange






4

Flexible working hours






8. Your assessment of the level of management's concern for customer fluctuations

Very interested


Quite interested Neutral Little interested

Not interested

9. Your assessment of the level of concern of the administrator for employee development

Very interested Quite interested Neutral Little interested

Not interested

10. To attract more new customers, in your opinion, which of the following solutions should banks pay attention to? (Multiple options can be selected)

Raise managers' awareness of the role of customer relationship management

Regularly evaluate the effectiveness of the data system to make appropriate adjustments.

Employee Skills Training

Policy to encourage employees to work effectively

Adjust the package according to fluctuations, increase the customization value in the service package

Update modern technology

11. Please tell us a little about yourself: (Mark x in the box)


- Age:


- Current job title:

- Gender:

Male

Under 30 years old

50 years old and above Department/Office Leader

Female

30-50 years old


Staff


- Years of service:

< 1 year

3-5 years

1-3 million

1-3 years

> 5 years

3-5 million



Appendix 02


INTERVIEW QUESTIONNAIRE

ABOUT CRM WORK AT BIDV HA LONG


1. What is your opinion on the importance of customers to the development of a bank?

2. What do you think about the programs and services designed by the bank?

3. When designing the content of service packages, did the management consult you?

4. How do you rate the quality of service?

5. How do you rate the service attitude of the staff? Satisfied

Normal Unsatisfied

Why?


6. Do you often have to wait for your turn to make a transaction? Yes

Are not

Other opinions

7. Were you fully advised about the service? Yes

Are not

Other opinions

8. Does the bank proactively seek your feedback to adjust services accordingly?


9. Does the bank manage your data and activity information on specialized customer management software?

10. In the coming time, will the bank make any new adjustments to customer relationship management activities?

Comment


Agree Privacy Policy *