Phát triển dịch vụ bancassurance tại ngân hàng tmcp đầu tư và phát triển việt nam

LO’I CAM DOAN Tac gia xin cam doan luan van la tir ban than thuc hien va khong chep cac cong trinh nghien cuu cua nguoi khac de lam san pham cua rieng minh Cac thong tin thtr cap sir dung luan van la co nguon goc va duoc trlch dan ro rang Tac gia hoan toan chiu trach nhiem ve tinh xac thuc va nguyen ban cua luan van Tac gia Le Thi Huong Giang LCH CAM 0N Toi xin bay to ldng biet on sau sac va chan cam on TS Nguyen Thi Hai Duong da chi bao, hudng dan va giup toi rat tan tinh sudt thoi gian thuc hien va hoan luan van Toi xin chan cam on Truong Dai hoc Kinh te quoc dan, Vien Dao tao sau Dai hoc da tao dieu kien va giup toi thuc hien luan van Toi xin chan cam on cac dong nghiep va ban be vi su ung ho va nhung y kien dong gop quy bau giup toi hoan luan van Cuoi cung toi xin cam on cac vien dai gia dinh da dong vien, ung ho, chia se va la cho dua tinh than giup toi tap trung nghien cuu va hoan ban luan van cua minh Tac gia Le Thi Huong Giang YEU CAU CUA HOI DONG CHAM LUAN VAN THAC SI VE • • • • Nhung diem can sua chua bo sung trade nop luan van chinh thuc cho Vien dao tao SDH /2 " n /• - aal Jg Zoo , ^M :dd \M cfo'.!£ faff L^^^^ .fanea.fa(ai2toC&- (.■¥$■ JMu pL&H ) r (^u ^ ^ ,(^ ld(LU 'f^ Y : t (dtn fria JHai n&Lth.a rdettf .cdulcs .tflufa tjL \jb&L.£LJi ck cp&^ ogutaln- && l t r •> r hiem co the thay the cac san pham ngan hang o muc nhat dinh va nguoc lai 3.2.5 Phap luat dieu chinh phu hop Tai Hong Kong va Singapore, hai thi truong khong co quy dinh gidi han ve hoat dong cua Bancassurance, cac ngan hang tu lau da thuc hien bancassurance va da dat duoc nhung ket qua rat dang chu y Tai Nhat Ban, tu thang 10/2002, san pham men kim duoc phap luat cho phep ban qua ngan hang va doanh so ban cua san pham nien kim bien doi qua ngan hang da tang len mot cach dot bien Trong do, tai mot so nudc Chau A nhu Trung Quoc, su gidi han cua phap luat nen cac ngan hang chi co the dong vai tro la nguoi phan phoi cho Cong ty bao hiem Tai My, trudc nam 1999 hoat dong kinh doanh bao hiem khong co y nghia quan doi vdi ngan hang va BHNT khong phai la giai phap chien luoc cua da sd ngan hang My Vdi su doi cua dao luat Gramma- Leach-Bliley, doanh thu hop ddng mdi cua san pham nien kim qua he thong ngan hang da chiem ty 17% tong so doanh thu san pham mdi cua tat ca cac kenh phan phoi 3.3 Muc tieu, dinh hudng phat trien dich via tai BIDV Vdi dinh hudng phat trien kinh doanh bao hiem tro mot nhung hoat dong chinh cua he thong BIDV, tu nam 2006, BIDV da mua lai phan von gop cua doi tac lien doanh de lap Tong cong ty bao hiem BIDV (BIC) Ddn nam 2013, BIDV thong qua BIC da hop tac cung vdi Tap doan Metlife - tap doan BHNT hang dau the gidi, lap Lien doanh BHNT BIDV - Metlife de trien khai toan dien va cu the hoa cac chien luoc kinh doanh bao hiem cua BIDV 75 Trong boi canh tinh hinh kinh te xa hoi noi chung va quy md san xuat kinh doanh cua doanh nghiep noi rieng cang phat trien, thi truong bao hiem Viet Nam duoc danh gia co nhieu tiem nang Trong thdi gian qua, hoat dong kinh doanh bao hiem cua BIDV da dat duoc nhung ket qua nhat dinh, gop phan gia tang hinh anh, thi phan va thuong hieu cua he thong BIDV tren thi truong tai chinh Tuy nhien, ben canh nhung ket qua dat duoc, hoat dong kinh doanh bao hiem cua BIDV van mot so ton tai, han che nhat dinh Cung vdi do, quy md tang trudng, phat 9 trien va hieu qua mang lai cua hoat dong kinh doanh bao hiem cua BIDV chua thuc su xung tam vdi su tap trung dau tu cac nguon luc cua toan he thong Vdi quan diem xac dinh viec phat trien hoat dong kinh doanh bao hiem la hoat dong tru cot thu sau hoat dong kinh doanh ngan hang, can co su gan ket san pham bao hiem vdi san pham dich vu ngan hang phu hop vdi xu hudng phat trien cua md hinh ngan hang hien dai, Thudng vu Dang uy, Hoi dong quan tri va Ban Dieu hanh da thdng nhat chu truong tang cudng cdng tac chi dao hoat dong kinh doanh bao hiem, nhan manh muc tieu chien luoc den nam 2020 va tam nhin den nam 2025 phai gia tang tdi da ty dong gop cua hoat dong kinh doanh bao hiem tong thu nhap cua toan he thdng, va hoat dong kinh doanh bao hiem trd mot nhung nhan to nong cot viec nang cao hinh anh, thuong hieu, vi the cua BIDV linh vuc tai chinh - ngan hang - bao hiem; cu the nhu sau: 3.3.1 Muc tieu chung - Doanh thu bao hiem: tang trudng duong va hoa hong bao hiem tang trudng tdi thieu 25%/nam; - Da dang hoa cac san pham Bancassurance, tu cung cap giai phap tai chinh tron goi cho khach hang va tang thu phi dich vu; - Phan dau trd ngan hang dung dau thi trudng ve doanh thu ban bao hiem, hieu qua hoat dong va sd lugng san pham bao hiem qua ngan hang z a r - Md rong hop tac vdi cac ddi tac tiem nang theo nguyen tac da dang hoa san pham, hinh thuc va md hinh hop tac 76 3.3.2 Muc tieu cu the > Ve nhan thuc - Tiep tuc quan triet nhan thuc ve hoat dong bao hiem: Lanh dao chi nhanh la nguoi di dau chi dao hoat dong tai Chi nhanh; - Can bo Quan he khach hang va Giao dich khach hang la doi tien phong cong tac ban hang, tiep thi san pham bao hiem > Ve ke hoach Phan giao ke hoach ve doanh thu va hoa hong bao hiem cho tung bo phan, tung can bo tai chi nhanh, thuc hien theo tung quy/thang > Ve cong tac ban hang - To chuc lai doi ngu ban hang: tap trung dong thoi vao cong tac tin dung va cac san pham dich vu ban le, co cac san pham bao hiem; - Chao ban cac san pham bao hiem theo tung nhom khach hang: Khach hang quan trong, khach hang than thiet, khach hang thong va nhom cac khach hang dac thu > ve san pham Day manh khai thac san pham mui nhon (BIC - Binh An), san pham mdi (BIC - Bao An Doanh nghiep) va cac san pham tiem nang (bao hiem nha, bao hiem du lich) > ve hach toan - ke toan Hach toan hoa hong vao thu nhap cua chi nhanh theo dinh ky thang va quan triet viec hach toan hoa hong bao hiem doi vdi cac san pham chi nhanh ban, gidi thieu > ve thong tin thi truong va marketing - Chu dong thu thap thong tin thi truong, phan anh den cac bo phan dau moi ve Bancas (Ban Phat trien Ngan hang ban le, BIC, ); - Tren co so cac chuong trinh marketing HSC to chuc, chu dong quang ba cac san pham mdi, cac san pham mang lai nhieu doanh thu, lpi nhuan cho BIDV va DNBH > ve nhan luc, dao tao - Duy tri can bo dau moi ve san pham tai chi nhanh; 77 e X - Tao dieu kien cho cac can bo tham gia cac chuong trinh dong luc, chuong trinh dao tao HSC, BIC to chuc, chu dong de xuat nhu cau dao tao vdi HSC 3.4 Cac giai phap phat trien dich vu Bincassurance tai BIDV 3.4.1 Lua chon san pham bao hiem phu hop, thuc hien ban cheo san pham cua ngan hang va san pham cua DNBH - San pham bao hiem co the doi hoi can dupc cai tien dang ke trudc trien khai linh vuc ngan hang - bao hiem Lua chon cac san pham bao hiem vdi thoi gian bao hiem linh hoat, bao phi thap, phu hop vdi dac diem cua cac dich vu ngan hang de khach hang co them nhieu su lua chon va ngan hang de dang ban cheo san pham - BIDV va DNBH can phai hieu su khac biet ve san pham cua de tao nen su tiep can khong cach biet vdi khach hang mua - Viec thiet ke san pham phai don gian va de hieu doi vdi ca nhan vien ban hang va quan nhat la doi vdi khach hang - San pham phai “ro rang” - chi phi, hoa hong, le phi va bat ky rui ro nao san pham deu phai dupc chi cho khach hang Ben canh viec lua chon nhung san pham bao hiem phu hpp thi viec lua chon dung san pham cho moi khach hang cung rat quan trong, no gop phan tao nen cong cho dich vu Bancassurance 3.4.2 Chinh sach hoa hong phai duac quy dinh cu the van ban thoa thuan hop tac giua cac DNBH va ngan hang • *9 ' r Viec trien khai mo hinh Bancassurance can co su cam ket manh me tu cac ngan hang va cac DNBH d tat ca cac cap thuc hien, dac biet la cam ket d cap lanh A A X dao cao nhat Moi quan he cua cac to chuc phai ro rang, giai thich mot cach day du va thoa thuan dudi hinh thuc van ban Cac chinh sach ve hoa hong viec ban san pham bao hiem qua kenh ngan hang phai dupc quy dinh tu dau mot cach cu the: Thanh cong dupc danh gia nhu the nao? Lpi nhuan dupc tinh toan sao? Quy dinh ve boi thuong truong hpp mot ben tu bo du an tuong lai? van de quan ly san pham va nguoi? van de tiep thi va quang cao? 78 Cac che khen thuong phai duoc quy dinh va ap dung nhu mot phan thda thuan hop tac giua ngan hang - bao hiem: - Phan thuong mang tinh kinh te - Phan thuong tinh than Hon nua, chinh sach cac nhan vien ban bao hiem d cac ngan hang cung gap rat nhieu kho khan khai thac Vi vay, neu ho duoc khuyen khich de trinh nhung kien nghi co tinh xay dung va nhung kien nghi duoc xem xet mot each nghiem chinh va nhanh chong, cac nhan vien se cam thay hai long vdi cdng viec va se gang sue khai thac Kern them loi khuyen khich tham gia vao chuomg trinh kien nghi cua nhan vien cd the la mot dang phan thuong cho nhung kien nghi duoc thuc hien de tang hieu qua khai thac cdn bo tham gia hoat dong Bancassurance Nhung nhan vien ngan hang ban bao hiem can duoc dao tao ve san pham va ky nang ban hang Ngoai dao tao co ban ban dau, nhan vien ngan hang can duoc dao tao nang cao thuong xuyen de cd the cap nhat thdng tin, nang cao ky nang, kien thuc Phat trien nguon nhan luc cd chat luong phu hop vdi yeu cau phat trien cua ngan hang cd viec gui cac chuyen gia nudc sang hoc tap va cdng tac d nudc ngoai Ngoai r a r r a cac kien thuc ve ngan hang, can bo ngan hang cdn phai nam vung kien thuc nen tang ve bao hiem, cd ky nang marketing va ky nang dam phan ky ket hop ddng Td chuc cac A A "> khoa dao tao ve Bancassurance cho can bo cua ngan hang rong ca nudc nham chuan bi tot nhat cho viec hop tac phan phdi san pham Cac khoa hoc se cung cap cho hoc vien nhung kien thuc tong quan va co ban nhat ve bao hiem va cac san pham se trien khai qua kenh Bancassurance Nhan vien ngan hang tham gia ban bao hiem se cd rat it thdi gian va it dupe uu tien dao tao chuyen sau ve bao hiem do ngan hang nen ap dung hinh thuc: - Dao tao thdng qua phan mem may tinh - Khuyen khich hoat dong theo nhom: Nhom trudng la can bo quan ly cua ngan hang se chiu trach nhiem thuong xuyen don doc, nhac nhd cac 79 vien nhom hoan chi tieu ma cac DNBH de Khong giong nhu doi ngu dai ly, cac cong tac vien ngan hang khong thuong xuyen len DNBH Do do, nhung thong tin mdi ve san pham, cac thdng tin phan hoi cua khach hang, hay cac chuong trinh, thuong ho deu khong nam ro dan den viec khai thac khong hieu qua Nhiem vu cua nhom trudng la phai thuong xuyen cap nhat thdng tin, phai luon luon thdng bao cho cac vien nhom nhung thdng tin can thiet cd lien quan, dac biet la che khen thuong de ho cd gang lam viec dat chi tieu khen thuong r 3.4.4 Day manh cdng tac marketing dich vu, tang cud’ng tiep thi khach hang Hien nay, ngudi dan muon mua bao hiem thuong mdi chi biet den kenh phan phoi qua dai ly va mdi gidi, do de kenh phan phoi san pham bao hiem qua ngan 7 A A A hang cd the phat trien thi can phai day manh hon nua viec quang cao bang nhieu hinh thuc nhu phat hanh ban tin, tren cac website, cac to roi, , bien den moi tang ldp dan cu loi ich ma ho cd the nhan duoc tham gia mua bao hiem qua ngan hang Thu hai, tang cudng hoat dong nghien cuu thi trudng va khach hang Mdi thi trudng, mdi khach hang deu cd nhung nhu cau khac Do do, viec tim hieu, nghien cuu thi trudng la mot yeu to rat quan giup dua san pham bao hiem tdi gan hon khach hang, dong thdi cung cap cac san pham bao hiem phu hop cho tung ddi tuong khach hang Thu ba, du bao thi trudng Trong bat ky linh vuc nao, viec du bao thi trudng, dua cac nhan xet, tu van ve xu hudng phat trien thdi gian sap tdi cung mang yeu to quyet dinh, anh hudng tdi dinh hudng phat trien cua cac doanh nghiep 3.4.5 Xay dung quy trinh tac nghiep bao hiem theo hiring don gian, r thuan tien, rut ngan thd’i gian giao dich Xay dung cac quy trinh lien quan den thuc hien dich vu Bancassurance theo hudng don gian, thuan tien, rut ngan thdi gian giao dich cho khach hang ma van dam bao chat luong dich vu Quy trinh ban hang va cung cap dich vu can duoc don gian hoa, viec ho tro ban hang nhu thdng tin lien lac, tich hop vdi cac he thdng ngan 80 hang va quy trinh cung cap dich vu cua ngan hang, don gian hoa quy trinh danh gia rui ro va xu ly don yeu cau bao hiem, dudng day nong danh cho khach hang de r \ x r phan anh cac van de ve dich vu, va thoa thuan cam ket dich vu Quy trinh cung cap dich vu khong chi quan trong viec day manh doanh so ma quan nhat la viec tao sir tu tin cho cac nhan vien ngan hang phan phdi bao hiem Do do, quy trinh don gian va nhanh chong, va can tich hop quy trinh cung cap dich vu bao hiem tuong tu vdi quy trinh cung cap dich vu cua ngan hang Quy trinh dua can dam bao tao hieu qua cho viec nhan biet nhu cau khach hang va ban hang, quy trinh tham dinh va phat hanh hop dong can duqc tdi gian Ngoai ra, can nghien cuu ve kha nang tich hqp cong nghe de gian luqc cac budc khdng can thiet viec phdi hqp giua cac ben Hqp tac, chia se co sd du lieu khach hang vdi cac DNBH •? r 3.4.6 Ddi moi nang cap cong nghe hien dai va phu hop Ngan hang can xay dung cho minh mot he thong thong tin dong bo, hqp ly de cd the thu thap thong tin mot each kip thdi va day du, cung cap thong tin mot each nhanh chong, chinh xac, dam bao bi mat va an toan ve thong tin cho doanh nghiep minh Viec to chuc tot he thong thong tin gop phan giup DNBH giam duqc cac loai phi nhu: chi phi nhan cong, chi phi giao dich, chi phi quan ly dieu hanh, chi phi giam sat, Ngoai ra, he thong thong tin cung la mot nhung yeu to rat quan anh hudng tdi viec to chuc tot mdi quan he cua doanh nghiep vdi cac doi tac cd lien quan nhu khach hang, ngan hang, cac nha mdi gidi, cac nha bao hiem va tai bao hiem 3.5 Kien nghi 3.5.1 Vdi Nha nwdc, Chinh phu Cung nhu moi hoat dong kinh te khac, nhan to dac biet quan thuc day su phat trien cua dich vu Bancassurance chinh la cac quy dinh phap luat lien quan Hien Luat Kinh doanh bao hiem va cac van ban hudng dan thi hanh chi de cap den kenh phan phdi qua dai ly va mdi gidi bao hiem Thuc te trien khai hoat dong bao hiem tai Viet Nam thdi gian vua qua da hinh va phat trien cac 81 kenh phan phoi moi, co Bancassurance Do vay, de hoat dong lien ket ngan hang - bao hiem co dieu kien trien khai mot each chuyen nghiep bai ban, dieu kien tien quyet la Nha nudc, Chinh phu can sdm ban hanh cac quy dinh mang tinh phap ly ve hoat dong Bancassurance hien dam bao tinh hop ly, thong nhat, khong chong cheo, gay lang phi dau tu cong nghe thong tin Dong thdi, Nha nudc cung can sdm nghien cuu dua dinh hudng tong the cho hoat dong lien ket ngan hang - bao hiem, dua vao cac doanh nghiep co the xay dung dinh hudng cho hoat dong Hien nay, chua co mot quy dinh cu the nao doi vdi doi ngu ban bao hiem, vay cac DNBH va ngan hang rat kho khan qua trinh hop tac dao tao nhan vien ban bao hiem Nha nudc can sdm ban hanh cac quy dinh lien quan den yeu cau doi r • r a r ’ • a 1' a • a a -|x vdi can bo ban bao hiem la nhan vien ngan hang Ngoai ra, cac nha lam luat cung can quan tam den cac quy dinh ve co che chia se thong tin giua ngan hang va doanh nghiep BHNT, che bao cao nham bao ve thong tin cua khach hang tham gia bao hiem va kip thdi co bien phap quan ly giam sat hieu qua doi vdi hoat dong 3.5.2 V&i cac Hiep hoi Hiep hoi bao hiem cung nhu Hiep hoi ngan hang can thuc hien tot vai trd trung gian giua cac doanh nghiep va nha nudc: truyen tai cac kien nghi cua cac DNBH va cua ngan hang tdi Nha nudc nham ho tro mot cach tot nhat cho cac doanh nghiep phat trien hoat dong lien ket ngan hang - bao hiem Vdi vai trd trung gian ket noi cac doanh nghiep vdi nhau, Hiep hoi ngan hang va Hiep hoi bao hiem can thudng xuyen to chuc cac buoi hoi thao chuyen de ve nghiep vu Bancassurance nham giup cho cac don vi co lien quan trien khai cong hoat dong Dong thdi, cac Hiep hoi co the to chuc cac buoi bien kinh nghiem trien khai cua cac doanh nghiep di trudc cung nhu cac doanh nghiep d nudc ngoai da cdng hoat dong Bancassurance, tu rut nhung bai hoc bo ich cho cac doanh nghiep co du dinh hoat dong linh vuc Ho tro cac ngan hang, cac DNBH ve van de dao tao Su cong cua hoat dong lien k£t ngan hang - bao hi£m phu thuoc rdt nhieu vao kha nang chuyen mon, 82 muc hieu biet nghiep vu, hieu biet thi truong cua cac nhan vien tham gia hoat dong Mac du cac ngan hang, cac DNBH thuang xuyen phoi hop vdi to chuc dao tao va dao tao lai cho doi ngu nhan vien tham gia hoat dong ngan hang - bao hiem nhung cac don vi van rat can co su ho tro dao tao mot each chuyen nghiep tu phia cac Hiep hoi Can co su tuyen truyen quang ba rong khap va manh me hon nua ve loi ich cua viec trien khai hoat dong lien ket ngan hang - bao hiem de co nhieu hon nua cac ngan hang, DNBH tham gia phat trien hoat dong 3.5.3 Vdi cac DNBH Mot la, doanh nghiep phai tim moi bien phap de chu dong nang cao nang luc tai chinh Hai la, nang cao nang luc kinh doanh cua cac DNBH tren co so hien dai hoa cong nghe thong tin, trinh quan ly, tap trung phat trien nguon nhan luc de nang cao trinh can bo, nang cao nang luc nhan tai bao hiem Ba la, tang cudng cdng tac tuyen truyen, quang cao de nang cao nhan thuc ve hoat dong bao hiem, thi trubng bao hiem cho moi ddi tuong xa hoi Bon la, phat trien cac kenh phan phoi (mdi giai, dai ly chuyen nghiep va kenh phan phoi qua ngan hang), tang cuong quan he voi khach hang Nam la, nang cao hieu qua quan ly va su dung von doanh nghiep Sau la, nang cao tinh chuyen nghiep dau tu cua cac DNBH Bay la, phat trien cac san pham bao hiem moi cho phu hop voi dac diem cua hoat dong Bancassurance tai Viet Nam 83 KET LUA N • Hoat dong lien ket ngan hang - bao hiem da va dang co nhung dong gop khong nho vao su cong cua thi truong bao hiem, ma dac biet la thi trudng bao hiem qua ngan hang Khong chi dem lai loi ich cho ngan hang, DNBH ma cdn dem lai nhieu loi ich cho khach hang va toan xa hoi Tai Viet Nam noi chung va tai BIDV noi rieng, dich vu Bancassruance co tiem nang phat trien rat cao Tuy nhien de co duoc hieu qua cao thi doi hoi phai co su dau tu, nghien cuu dung muc tu nhieu phia Dung trudc mot thi trudng bao hiem ma su canh tranh cang gia tang vdi su xuat hien cua nhieu DNBH Viet Nam cung nhu DNBH nudc ngoai, hua hen mot thi trudng bao hiem cang soi dong, cac DNBH va cac ngan hang phai sat canh cung nhau, cd gdng phat huy moi tiem luc de dung vung va phat trien dieu kien mdi Tan dung nhung loi the san co va khac phuc nhung ton tai la chia khoa cong cho hoat dong lien ket ngan hang - bao hiem tai Viet Nam thdi gian tdi ? r r Do pham vi hieu biet cung nhu thdi gian nghien cuu han che, luan van r r r r chac chan khong tranh khoi nhung hieu sot, tac gia rat mong nhan duoc su gop tu cac giang vien, ban doc va ban be dong nghiep Tran cam on! 84 TAI LIEU THAM KHAO • Luat Cac to chuc tin dung 2010 Luat Kinh doanh bao hiem nam 2000 va sua doi bo sung nam 2010 Bao cao tai chinh nam BIC cung cap tu nam 2009 - 2013 Luu Van Nghiem (2008), Giao trinh Marketing dich vu, NXB Dai hoc Kinh te Quoc dan, Ha Noi, Viet Nam Nguyen Van Dinh (2010), Giao trinh Bao hiem, NXB Dai hoc Kinh te Quoc dan, Ha Noi, Viet Nam Nguyen Van Dinh (2009), Giao trinh Quan tri Kinh doanh bao hiem, NXB Dai hoc Kinh te Quoc dan, Ha Noi, Viet Nam Pham Thi Dinh (2011), Giao trinh Kinh te bao hiem, NXB Kinh te quoc dan, Ha Noi, Viet Nam Phan Thi Thu Ha (2013), Giao trinh Ngan hang Thuong mai, NXB Dai hoc Kinh te Quoc dan, Ha Noi, Viet Nam Vo Thi Thuy Anh (2009), Nghiep vu Ngan hang hien dai, NXB Tai chinh, Ha Noi, Viet Nam 10 Nguyen Thi Nhung va Nguyen Thai Liem (2012), Bancassurance tai cac ngan hang thuong mai Viet Nam nhin tu goc su hai ldng cua khach hang Tai lieu Tieng Anh 11 Steven I Davis (2007), Bancassurance: The Lessons of Global Experience in Banking and Insurance Collaboration 12 Munich Re Group (2001), Bancassurance in Practice Trang web 13 Webbaohiem.net 14 Tapchitaichinh.vn 15 Mof.gov.vn 16 Bic.com.vn 17 Bidv.com.vn PHU LUC • • PHIEU GHI NHAN Y KIEN KHACH HANG Ngan hang TMCP Dau tu va Phat trien Viet Nam tran gui lai chuc sue khoe va lai cam an chan den Quy khach hang da tin nhiem lua chon ngan r r •> \ hang chung toi suot thdi gian qua De dap ung cang tot han nhu cau cua khach hang, khong ngimg tang them cac tien ich va nang cao chat luang phuc vu, Ngan hang chung tdi tien hanh dat tham y kien khach hang ve dich vu bao hiem qua ngan hang Xin Quy khach danh chut thdi gian trd lai nhimg cau hoi sau: Thdng tin ve khach hang: a Gidi tinh: b Do tudi: Nam □ 18-22 □ c Nghe nghiep- N(r □ 22 - 35 □ 35 - 55n tren 55 tuoi □ Tur kinh doanh □ Noi tro/hien khong di lam □ Dang co viec lam □ d Muc thu nhap hang thdng cua Quy khach quy khach: Dudi trieu VND □ 5-10 trieu VND 10-20 trieu VND □ tren 20 trieu VND □ □ e Quy khach da giao dich vdi BIDV khoang bao lau? 5 namn f Quy khach cd su dung dich vu nao khac (ngoai dich vu bao hiem qua ngan hang) tai BIDV khong? Con Khong □ g Quy khach cd su dung dich vu bao hiem qua ngan hang tai cac ngan hang khac hay khong? (Neu cd thi la san pham g'l va tai ngan hang nao?) Co □ Khong □ Danh gia chat lirong dich vu bao hiem qua ngan hang: - Quy khach co dang sur dung (tham gia) san pham bao hiem cung cap qua BIDV khong? (neu co thi dang tham gia san pham bao hiem gi?) Co □ Khong □ - Quy khach danh gia nhu the nao ve chat luong dich vu bao hiem qua ngan hang BIDV cung cap? STT Chat luong dich vu Noi dung Mire tin cay Ngan hang uy tin 2 Co so vat chat trang thiet bi hien dai 5 5 5 5 5 Thu tuc cung cap san pham dich vu don gian, thuan tien Cung ung san pham dung thdi gian cam ket Kha nang dap ung dich vu San pham cung cap da dang, phong phu Doi ngu nhan vien than thien, san sang giup khach hang Co nhan vien tu van tai diem giao dich Nhan vien phuc vu cong bang doi vdi tat ca cac khach hang Nang lye phuc vu Nhan vien co kien thuc tot ve bao hiem Khach hang cam thay an toan, an tarn 10 11 thuc hien mua bao hiem A Khach hang dupe den bu thoa dang, phu hop gap rui ro xay Nhan vien co thai lich su, nha nhan vdi 12 khach hang Kha nang tiep can 13 Dia diem, mang ludi giao dich thuan tien 14 Thdi gian lam viec hop ly 15 Cd cac tien nghi phuc vu tot cho khach hang 5 5 5 Nhan vien ngan hang co trang phuc gon gang, lich sir, phuc vu khach hang nhanh 16 chong Gia ca Bieu phi hop ly so vdi cac DNBH khac ’ Thu phi bao hiem dung nhu bieu phi da niem 17 18 yet Chi phi mua bao hiem tuong xung vdi chat 19 luong va gia ca Khach hang khdng phai mat them khoan chi 20 phi nao khac mua bao hiem - Muc hai long cua quy khach doi vdi chat luong dich vu bao hiem qua ngan hang cua BIDV: Rat hai ldng □ Binh thuong □ Hai long □ Chua hai ldng □ - Quy khach se tiep tuc su dung cac san pham bao hiem khac BIDV cung cap: _ y y Hoan toan dong y □ Dong y □ Khong dong y □ Hoan toan khong dong y □ - Quy khach se gidi thieu BIDV cho ban be va ngudi than? Hoan toan ddng y □ Ddng y □ Khdng ddng y □ Hoan toan khdng ddng y □ - Nhu cau cua quy khach tham gia bao hiem thdi gian tdi tai BIDV? (Ddi vdi san pham nao?) - BIDV, BIC can cai thien van de gi de cung cap san pham bao hiem tdi khach hang qua he thdng ngan hang tdi quy khach?