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Customer Satisfaction survey 2010

Year 2010 is the 60th anniversary for Bank of China Macau Branch (BOC). We would like to collect your comments and advices, to help improve BOC services and to design products that best meet clients' needs. BOC later on will select the best suggestion among all those collected and will present a delicate souvenir to the winner. Rest assured that all information you provide will be kept confidential and will be reported in aggregate only.

In the past 6 months, have you ever been to any BOC branch to inquire on or ask for services listed below?

1.Personal Services(Can select multiple choices)

Account opening
Cash withdrawal / deposit
Remittance/Cash exchange
BOC card/BOC credit card
Insurance
Securities investments (e.g. Stocks)
Foreign exchange
Loan (e.g. mortgage)
Other investment products (Funds, Sheng Die Bao "HKD-FX Margin", Premium Deposit, Equity Linked Instruments - ELI)
Application of services (e.g. autopay, on-line banking)

Others (Please state)

2.Corporate Banking Services(Can select multiple choices)

Deposit / withdrawal
Remittance
Loan/Project finance
Bills

Others (Please state)

3.BOC self-service banking(Can select multiple choices)

ATM
Deposit
BOC Express
Express bankbook printing
iT's On-line Banking
iT' s Mobile Banking
Hotline(8889 5566)

Others (Please state)

Part I – Products and Services

A1.How many times do you use BOC headquarter/branches banking services as listed below in average in a month?

1.Counter:

No 1-4 times 5-8 times 9-12 times 13 times or above

2.BOC self-service banking:

ATM

No 1-4 times 5-8 times 9-12 times 13 times or above

Deposit

No 1-4 times 5-8 times 9-12 times 13 times or above

BOC Express

No 1-4 times 5-8 times 9-12 times 13 times or above

Express bankbook printing

No 1-4 times 5-8 times 9-12 times 13 times or above

A2. Based on the products provided by BOC in the past 6 months, please rate your satisfaction level. If you have never been aware of the services, please select "no comment" (N/A). Please state the reasons if you choose "dissatisfied" or "very dissatisfied".

1.BOC cards

Card Design

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Charge (e.g. annual fee, credit limit)

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction Channel

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction service (e.g. money transfer, bill payment, withdrawal of RMB)

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

2.BOC credit cards (e.g.: BOC Dual-Currency Credit Card)

Card design

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Merchants with exclusive privileges (e.g retailers)

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Charge (e.g. annual fee, credit limit)

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction channel

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction service

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

3.Stocks

Transaction channel

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction speed

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction fee

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Consultation service

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

4.Foreign Exchange

Transaction channel

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction speed

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction fee

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Consultation service

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

5.Sheng Die Bao (HKD-FX Margin)

Transaction channel

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction speed

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction fee

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Consultation service

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

6.Funds

Transaction channel

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction fee

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Product knowledge of salespersons

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Selling skills of salespersons

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Follow-up service of salespersons

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

7.Premium Deposit

Transaction channel

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Product price

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Product knowledge of salespersons

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Selling skills of salespersons

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Follow-up service of salespersons

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

8.Equity Linked Instruments – ELI

Transaction channel

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Product price

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Product knowledge of salespersons

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

選Reasons of dissatisfaction

Selling skills of salespersons

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Follow-up service of salespersons

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

9.Remittance

Transaction channel

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction speed

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Transaction fee

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Consultation service

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

10.Loans

Service( Product/service meets your needs)

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Charge (e.g. rate, credit limit)

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Approval efficiency

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Consultation service

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons of dissatisfaction

Part II – Online banking services

D1.How many times do you use BOC' s e-banking services in average per month?

1.BOC' s iT's On-line Banking

No 1-4 times 5-8 times 9-12 times 13 times or above

2.iT' s Mobile Banking (i.e. services through mobile phone)

No 1-4 times 5-8 times 9-12 times 13 times or above

Self service(Financial management service by touching phone keys)

No 1-4 times 5-8 times 9-12 times 13 times or above

Staff service(Direct conversation with receptionists)

No 1-4 times 5-8 times 9-12 times 13 times or above

D2.What are the BOC' s iT's On-line Banking services you used most frequently in the past 6 months? (Can select multiple choices)

Balance inquiry/transaction records Transfer
Payment services Remittance Services
Time deposit Sheng Die Bao (HKD-FX Margin)
Stocks Foreign exchange
e-Statement Check
Others (Please state)

D3.Based on BOC' s iT's On-line Banking you' ve used in the past 6 months, please rate your satisfaction level.

Service scope

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

What kind(s) of service do you suggest to add?

Ease of use for system operation

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons for dissatisfaction (Grade 2 or below)

Stability of system

Very dissatisfied Dissatisfied Satisfied Very satisfied N/A

Reasons for dissatisfaction (Grade 2 or below)

Part III – Other Comments

What new products/services do you prefer BOC to provide the most? Any other suggestions?

Part IV – Background information

G1.Your Name

Your Name Mr. / Ms.

Phone number/email address

G2.Age

Below 20 21-30 years old 31-40 years old 41-50 years old
51-60 years old 61 years old or above

G3.Highest education

Junior high school or below Senior high school Bachelor
Master Doctor

G4.Profession

Government Sector Finance Education Hotel/Food and Beverage
Gaming Retail Real estate, construction or decoration

Others (Please state)

G5.Average monthly income

MOP6,000 or below MOP6,001-8,000 MOP8,001-10,000
MOP10,001-13,000 MOP13,001-16,000 MOP16,001-20,000
MOP20,001-30,000 MOP30,001-50,000 MOP50,001 or above

G6.How many years have you been using BOC services?

Never use Less than 1 year 1-4 years 5-8 years 9 years or above