Service Experience Survey for Lao Customers of Chinese-funded Banks in Laos

Welcome to this survey. Your feedback is important to us. Please answer the following questions based on your actual experience. The survey will take approximately 10 minutes to complete. All responses will be kept confidential. Thank you for your participation!

Part 1: Respondent Profile

Age

Under 25

25–40

40–60

60 and above

Gender

Male

Female

Main banking purpose

Personal

Corporate

Both

Primary settlement Chinese bank

ICBC

BOC

LCNB

Frequency of using bank services in Laos

Once a month or less

2-4 times a month

1-2 times a week

3 times a week or more

Languages used with bank staff[Multiple]

Chinese

Lao

English

Other

Purpose of choosing this Chinese-funded bank[Multiple]

Convenient service outlets

Preferential business rates

Cross-border business advantages (e.g., China-Laos fund transfers)

Recommendation from relatives and friends

Brand trust

Other

Part 2: Barriers & Challenges

Please choose based on your feelings: 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, 5=Strongly Agree

Barriers & Challenges Evaluation

	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
Chinese staff sometimes communicate too directly, which makes me feel uncomfortable.
Chinese staff sometimes communicate too directly, which makes me feel uncomfortable.
Some service procedures (e.g., application forms, process introductions) lack clear Lao-language explanations.
Some service procedures (e.g., application forms, process introductions) lack clear Lao-language explanations.
Cultural differences in service expectations (e.g., greeting etiquette, service speed) affect my satisfaction.
Cultural differences in service expectations (e.g., greeting etiquette, service speed) affect my satisfaction.
I have difficulty understanding the financial product terms explained by Chinese staff.
I have difficulty understanding the financial product terms explained by Chinese staff.
The bank’s service hours or holiday arrangements are not fully adapted to Lao local habits.
The bank’s service hours or holiday arrangements are not fully adapted to Lao local habits.
The bank’s promotional materials (e.g., posters, leaflets) are mostly in Chinese, making it hard for me to obtain service information.
The bank’s promotional materials (e.g., posters, leaflets) are mostly in Chinese, making it hard for me to obtain service information.
I feel pressured by the relatively fast service pace of Chinese staff (e.g., rushing to complete transactions).
I feel pressured by the relatively fast service pace of Chinese staff (e.g., rushing to complete transactions).

Part 3: Impact

Please choose based on your feelings: 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, 5=Strongly Agree

Impact Evaluation

	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
Miscommunication with bank staff creates confusion during transaction processing.
Miscommunication with bank staff creates confusion during transaction processing.
Differences in time management (e.g., staff’s emphasis on speed vs. my need for detailed explanation) affect my waiting time.
Differences in time management (e.g., staff’s emphasis on speed vs. my need for detailed explanation) affect my waiting time.
Service barriers have led to mistakes in my transactions (e.g., wrong transfer amounts, incomplete document submission).
Service barriers have led to mistakes in my transactions (e.g., wrong transfer amounts, incomplete document submission).
Poor service experience makes me hesitant to use the bank’s more complex services (e.g., loans, investments).
Poor service experience makes me hesitant to use the bank’s more complex services (e.g., loans, investments).
I have considered switching to a Lao local bank or other foreign-funded banks due to cross-cultural service issues.
I have considered switching to a Lao local bank or other foreign-funded banks due to cross-cultural service issues.

Part 4: Solutions

Please choose based on your feelings: 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, 5=Strongly Agree

10.

Solutions Evaluation

	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
The bank should improve Lao-Chinese bilingual service capabilities (e.g., increasing bilingual staff, training language skills).
The bank should improve Lao-Chinese bilingual service capabilities (e.g., increasing bilingual staff, training language skills).
The bank should provide more customer service training that focuses on cultural differences (e.g., Lao greeting etiquette, communication style).
The bank should provide more customer service training that focuses on cultural differences (e.g., Lao greeting etiquette, communication style).
The bank should translate all service documents (application forms, product terms, process guides) into Lao and mark them clearly.
The bank should translate all service documents (application forms, product terms, process guides) into Lao and mark them clearly.
The bank should adjust service hours or holiday arrangements to be more in line with Lao local customs.
The bank should adjust service hours or holiday arrangements to be more in line with Lao local customs.
The bank should train staff on Lao local laws, regulatory requirements, and financial market conditions.
The bank should train staff on Lao local laws, regulatory requirements, and financial market conditions.
The bank should add Lao language options to self-service channels (ATMs, online banking, mobile apps).
The bank should add Lao language options to self-service channels (ATMs, online banking, mobile apps).

11.

In addition to the above, what other problems have you encountered when using the bank's services?

12.

What specific suggestions do you have for the bank to improve the service experience for Lao customers?

Evaluation object score 