Banking Service Report 2016

01 Jan

By: B&Company Vietnam

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Banking Service Report 2016

Research Description: We conducted survey by using our consumer panel (Bean Survey) to find out Vietnamese consumers behaviour of banking service

Topic Customer behavior of retail banking in Vietnam
Objective Understand Vietnamese customer behavior in bank usage, customer’s future intention and effective approach to potential customers
Sample – 1,323 respondents

– People who have done any activities that related to banking service

Research methodology Online survey
Timeline Dec 28th, 2015 to Jan 25th, 2016
Questionnaires 18 questions, in which:

– 10 main questions related to the topic to understand about:

– Bank using behavior

– Customer satisfaction & future intention

– Approach to customers

– 8 questions related to respondents information.


Key Findings of this survey:


Key Finding  Generally 


1 Bank Using Behavior •Most popular banks are Vietcombank, Agribank, Vietinbank, BIDV, DongA Bank, Techcombank, Sacombank

•More than 60% of people use basic services such as money transfer/receive and bank card

•More men make insurance investment or use bank loans compare to women, while women tend to use saving accounts more than men
2 Customer Satisfaction & Future Intention •Around 70% of people are satisfied with the services of their most frequently used banks, and they are very likely to continue using or introduce to others •People rate their likelihood to continue using or introduce to others the current bank at an average 4 point out of 5
3 Approach to Customers •72% of people know their current bank via their friend/ relatives

•Bank location, Bank staffs attitude and Interest rate are the top criteria that consumers consider when choosing a bank 

•Women are more affected by word of mouth than men since many women know bank information via School/ workplace and relative/ friend sources compared to men

Internal report for Banking in Vietnam 2016 is available from here