Questionnaire Customer's Satisfaction

Please spend 10 minutes of your time to help us improve our services quality. The results collected are anonymous.

Please kindly provide your personal information.
Gender	Male Female
Age	18 - 29 30 - 50 Over 50
Profession	Businessman/Woman Employer/Employee Gov't Officer Teacher Worker/Farmer Household

Survey Questionnaire
1. How would you know about ACLEDA Bank's product/service? (More than 1 Choice) Traditional Media (TV/Radio/News) Social Media (Facebook/YouTube/Twitter/Google) Digital (App/Web/Email/Electric Board) Bank's Officers Banking Hall's Promotional TV Experience Users (Friends/Family...)

2. How many banks' product/service have you been using? (More than 1 Choice) Deposit Credit Funds Transfer Cash Management EBS (Unity/Unity ToanChet) Trade Finance ACLEDA Cards

3. Which product do you frequently use? Deposit Credit Funds Transfer Cash Management EBS (Unity/Unity ToanChet) Trade Finance ACLEDA Cards

4. How often do you typically use the product? Daily Once a week Once a month 2-3 time a month Once for 6 months Once a year

5. How much do you satisfy or dissatisfy the following statement?
a. Service quality at branch level. Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
b. Responsive we've been made to your concerns. Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
c. Behavior of customer service officer. Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
d. Branch network close to your resident/business. Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
e. Product designed meet your expectation. Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
f. Competitive price. Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
g. Support documents. Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

6. Following (a) above, please kindly provide the reason if you've selected Dissatisfied or Very Dissatisfied. Poor service provided Careless communication No enough information of product/service provided Limitation of staff knowledge

7. A. Following (b) above, please kindly provide the reason if you've selected Dissatisfied or Very Dissatisfied. Solution provided does not meet expectation No response at all Be late for responding

7. B. What would you do if the solution provided does not meet your expectation? (More than 1 Choice) Inform branch manager about my complaint Contact Call Centre Contact Complaint Management Centre Fill out a complaint sheet application Keep quiet Quit the Bank

8. Following (c) above, please kindly provide the reason if you've selected Dissatisfied or Very Dissatisfied towards customer service's officer behavior. Impolite and unfriendly manner Poor moral manner

9. How long do you usually complete the transaction at any ACLEDA Bank office? (More than 1 Choice) Less than 15mn 15-30mm More than 30mn to 1h More than 1h

10. How long would you expect to complete the transaction?
- Loan processing and approval	Days
- Cash deposit/withdrawal	Minutes
- Funds transfer via counter	Minutes
- Account opening	Minutes
- Card request	Minutes
- Other	Minutes

11. When you think of ACLEDA Bank, which point is the first priority? The quality of service Nationwide branch network ATM network Multi products Competitive price Good reputation Transparency/trustworthiness The only bank has overseas subsidiaries FinTech upgrading (ACLEDA Unity ToanChet/Internet Banking/E-Commerce/POS/ATM) Online real time system

12. Would you recommend ACLEDA Bank product to others? Yes No

13. Please kindly specify the reason as follows: (More than 1 Choice) Quality of service Friendly and helpful officer Good reputation and transparence Convenient Office/ATM/POS nationwide Competitive price Multi products choice

14. Beside the existing products, would you kindly recommend ACLEDA Bank to develop the other product to meet your needs? (Please describe)

15. Would you kindly give comment and suggestion for the improvement to meet your expectation?

Please kindly provide your personal information.

Gender

Male
Female

Age

18 - 29
30 - 50
Over 50

Profession

Businessman/Woman
Employer/Employee
Gov't Officer
Teacher
Worker/Farmer
Household

Survey Questionnaire

1. How would you know about ACLEDA Bank's product/service? (More than 1 Choice)

Traditional Media (TV/Radio/News)
Social Media (Facebook/YouTube/Twitter/Google)
Digital (App/Web/Email/Electric Board)
Bank's Officers
Banking Hall's Promotional TV
Experience Users (Friends/Family...)

2. How many banks' product/service have you been using? (More than 1 Choice)

Deposit
Credit
Funds Transfer
Cash Management
EBS (Unity/Unity ToanChet)
Trade Finance
ACLEDA Cards

3. Which product do you frequently use?

Deposit
Credit
Funds Transfer
Cash Management
EBS (Unity/Unity ToanChet)
Trade Finance
ACLEDA Cards

4. How often do you typically use the product?

Daily
Once a week
Once a month
2-3 time a month
Once for 6 months
Once a year

5. How much do you satisfy or dissatisfy the following statement?

a. Service quality at branch level.