Improving service home loan to individual customers at vietinbank ba trieu branch

Professional bachelor degree
In Finance – Banking – Insurance
( Customer relationships management )

WORK PLACEMENT REPORT
VIETINBANK , BA TRIEU BRANCH

“ Improving service home loan to individual customers at
Vietinbank Ba Trieu Branch”

Name of student: VU THANH HANG
University year: 2017- 2020
Tutor at TMU: Dang Thi Minh Nguyet
Tutor at UTLN: Marie-jose Cambreling
Tutor at (Company):Le Viet Hung & Mai Thi Phuong

Hanoi 2020


ACKNOWLEDGEMENT
Firstly, I want to give a special thanks to Ms Marie-jose Cambreling and Mrs. Dang Thi
Minh Nguyet, who is my tutor and taught me a lot during the time I was in the process to
complete this report. You pointed out many important things without which I cannot finish my
essay. Besides, I would like to thank Mr. Le Viet Hung & Mrs Mai Thi Phuong the branch
manager of Vietinbank Ba Trieu for helping me completes my responsibility and also other
supports during my 3-month internship process. Even though I had a lot of mistakes but all of
you still understand me and keep helping me unconditionally. Lastly, I’m so happy because all
of you helped me a lot during my intership and I really respect it.

i

PREAMBLE
My work placement or internship is performed during 3 months at the Ba Trieu Branch
of Vietinbank. During these 3 months, I was assigned various tasks in the retail banking
division of the branch. The area that I spent most time on is home loans. With the help of my
supervisor Mai Thi Phuong & Le Viet Hung at Vietinbank Ba Trieu and other staffs, I was
able to acquire many new skills and knowledge in retail banking, especially home loans.
However, while handling home loan applications of customers, I also recognized a number of
shortcomings at both the bank and branch level. In this internship report, I will elaborate on
the experience I have undergone during my internship at Vietinbank Ba Trieu, the skills that I
have acquired and my contributions to the host firm’s retail banking division, especially with
regards to home loans.

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TABLE OF CONTENS
Hanoi 2020...................................................................................................................................................1
ACKNOWLEDGEMENT..................................................................................................................................i
PREAMBLE....................................................................................................................................................ii
TABLE OF CONTENS....................................................................................................................................iii
LIST OF FIGURES...........................................................................................................................................v
PART 1: OVERVIEW OF VIETINBANK AND BA TRIEU BRANCH....................................................................1
1.1 Company: Vietinbank........................................................................................................................1
1.2Host Firm: Vietinbank’s Ba Trieu Branch...........................................................................................1
1.3Introduction of the internship...........................................................................................................2
a.The reasons to choose the topic:.........................................................................................................2
b. Objectives:..........................................................................................................................................2
c. Internship plan....................................................................................................................................3
Table 1: Summary of Work Placement at Vietinbank Ba Trieu..........................................................3

PART 2: WORK PLACEMENT EXPERIENCE AT BA TRIEU BRANCH...............................................................3
2.1 Overview of home loans service at Vietinbank – Ba Trieu Transactions.........................................4
Table 2: Result of Vietinbank’s home loan activities in 2017 – 2019.................................................4
2.2 Branch organization structure and my responsibilities:...................................................................4
2.3 Home loan with appraisal at branch:...............................................................................................5
2.3.1 Definition of “ Home Loan ”...........................................................................................................5
2.3.2 Mortgage characteristics of Vietinbank.........................................................................................5
2.3.3 Conditions for a mortgage Vietinbank...........................................................................................6
2.3.4 Application for mortgage loan registration...................................................................................6
2.3.5 Steps to consider a home loan application...................................................................................7
2.4. Competitor analysis..........................................................................................................................8
Table 3: Comparing interest rates for home loans 2019....................................................................9
2.5 SWOT analysis...................................................................................................................................9
Table 4 : SWOT analysis of Vietinbank................................................................................................9
2.6. Mission during internship..............................................................................................................10
Table 5: My daily jobs at the bank....................................................................................................10
MISSION 1: Get familiar with the routine office work start meeting, contact with customers..........10
MISSION 2: Handling and processing home loans applications..........................................................11
Table 6 : Business case 1...................................................................................................................12
Table 7: Business case 2....................................................................................................................13

iii


MISSION 3: Marketing Campain...........................................................................................................14
MISSION 4: Survey to find out customer needs...................................................................................15
2.7 Commercial results..........................................................................................................................23
a. My department’s KPI.........................................................................................................................23
Table 7: Quarterly KPI........................................................................................................................23
b. My commercial results......................................................................................................................23

Table 8: My commercial results........................................................................................................23
c. Advantages and disadvantages of the product................................................................................24
PART 3: INTERNSHIP’S RESULT..................................................................................................................24
3.1. Internship results and experience gained.....................................................................................24
3.2. In term of operation.......................................................................................................................25
3.3. Achievement..................................................................................................................................26
3.4. Recommendation...........................................................................................................................27
CONCLUSION.............................................................................................................................................28
...................................................................................................................................................................28
LIST OF REFERENCES....................................................................................................................................1
SURVEY........................................................................................................................................................2
INTERN ASSESSMENT FORM.......................................................................................................................3

iv


LIST OF TABLE
Table 1: Summary of Work Placement at Vietinbank Ba Trieu..................................................................3
Table 2: Result of Vietinbank’s home loan activities in 2017 – 2019.........................................................4
Table 3: Comparing interest rates for home loans 2019............................................................................9
Table 4 : SWOT analysis of Vietinbank........................................................................................................9
Table 5: My daily jobs at the bank............................................................................................................10
Table 6 : Business case 1...........................................................................................................................12
Table 7: Business case 2............................................................................................................................13
Table 7: Quarterly KPI................................................................................................................................23
Table 8: My commercial results................................................................................................................23

LIST OF FIGURES
Figures 1: Customer’s gender...................................................................................................................17
Figures 2: Age group of customer.............................................................................................................17

Figures 3: Marital status of customers.....................................................................................................18
Figures 4: Customer occupation...............................................................................................................19
Figures 5: Income of customer.................................................................................................................19
Figures 6: Time to use the service............................................................................................................20
Figures 7: Factors of home loans that are of interest to the customer...................................................21
Figures 9: Factors attract customers.........................................................................................................22

v


PART 1: OVERVIEW OF VIETINBANK AND BA TRIEU BRANCH

1.1 Company: Vietinbank
a. Host firm profile
• Name: Vietnam Joint Stock Commercial Bank For Industry And Trade (Vietinbank)
• Fax: +84 24 3942 1032
• Website: www.vietinbank.vn
• Tel: +84 24 3942 1030
• Head Office: 108 Tran Hung Dao Street, Hoan Kiem Distric, Ha Noi city, Vietnam
• Legal status: No. 142/GP-NHNN issued by the State Bank on July 3, 2009
• Geographical development: Leading financial and banking group in Vietnam, on a
regional level, modern, versatile and highly effective. Being the no.1 Bank of the Vietnamese
banking system, providing mordern and convenient financial products and services.
• Number of employees: 24.000
• Date of creation: 26/03/1988

b. Strategy and Vision:
- As a leading commercial bank in Vietnam, besides the goal of effective business and
profit growth, VietinBank also contributes positively to the socio-economic development of
the country; Together with the Party and the Government, improve the social environment,

eradicate hunger and reduce poverty quickly and sustainably.
- VietinBank constantly improves its financial capacity, people, technology ... to meet
the bank's and the society's sustainable development goals. In 2019, VietinBank strives to
continue fulfilling its obligations to the community, implementing social security projects and
projects, embodying the business philosophy of "Improving the value of life".
1.2 Host Firm: Vietinbank’s Ba Trieu Branch
a. History of Ba Trieu Branch
Location: 55 Ba Trieu Street, Hoan Kiem Distric, Ha Noi
Date of creation: 09/07/2013
Number employees: 25

1


Geographical development:
- Vietinbank 55 Ba Trieu Branch is located in a convenient location, with a spacious
and modern facility, a team of young and professional employees to better meet the needs of
customers. The branch is able to perform the functions of a modern retail bank such as:
account service, deposit, lending, payment, money transfer, remittance payment, foreign
currency trading, translation. card cases, electronic banking, ...
- By the end of June 2013, the Branch had achieved positive business results:
mobilized capital of over VND 40 trillion, outstanding loan and investment of over VND 46
trillion, bad debt controlled at the best level in the whole. system 0.4% / total outstanding
loans, profit of nearly 700 billion, showing effective business capacity despite the difficult
context of the economy.
b. Business operation of the branch:
• Mobilize deposits in all forms.
• Currency exchange services, performing spot, swap or swap foreign currency
contracts.
• Rapid remittance nationwide, remittances, non-trade remittances.

• Loans for working capital, medium and long term loans, loans under credit lines.
• Lending to support import and export, support enterprises to penetrate the market and
invest in equipment to promote the integration process of the economy.
• Individual business loans, equitization, securities trading, consumer loans, home
loans, cars, study abroad.
• Fast cash advances, mortgage loans, valuable papers
1.3 Introduction of the internship
a. The reasons to choose the topic:
- Real estate market of Vietnam is a potential market with a population of nearly 90
million people and the demand for housing is growing. In addition, Vietnam's economy is
growing, the needs of people today do not stop in "delicious dressed" but also a more
comfortable place. In any region, the demand for housing any of the people in Vietnam is
huge by ancient thinkers, but not everyone is eligible to own shaking his dream house, so I
decided to choose the topic : " Improving service house loans to individual customers at
Vietinbank Ba Trieu branch "
b. Objectives:
- Improve and raise awareness about the basic theoretical issues about lending and the
effectiveness of home loans at commercial banks.

2


- Focus on researching and fully and comprehensively assessing the situation of lending
to buy houses of real estate projects at Vieinbank Ba Trieu branch to draw satisfactory results
Its limitations, causes and effects on home loan effectiveness to individual customers
- Proposing solutions to improve the effectiveness of home loans at Vietnam Joint Stock
Commercial Bank for Industry and Trade - Hanoi Branch.
c. Internship plan
Table 1: Summary of Work Placement at Vietinbank Ba Trieu
Date

Task/Mission
MISSION 1:
Get familiar with the
From February 3rd to routine office work, start
20th
meeting , contact with
customers
MISSION 2:
From February 21st
to March 31st

Handling and processing
home loans applications

MISSION 3:
From April 1st to
April 20th

Join Marketing Campaign

Outcome
-Study about the paperwork required for
different bank transactions and services
-Meet and solve customers problems,
ensuring customers are sastified with the
answers
-Learn of the conditions for the home loans
-Learn about interest rates on bank loans to
buy house
-Learn about the bank loan term home

buying
-Learn about the value of the loan
-Learn about time bank loan application
approved
+ Collect customer information
+ Guide customers prepare necessary
proccedures
+ Customer appraisal
+ Loan approval
+ Lending decisions and disbursed
-Understand what customer needs and what
make them satisfied
-Find out try to make them feel interested
in bank’s product
-Understand what customers think and
what they expect on home loans

MISSION 4:
Conducting survey
From April 21st to
May 8th
PART 2: WORK PLACEMENT EXPERIENCE AT BA TRIEU BRANCH

3


2.1 Overview of home loans service at Vietinbank – Ba Trieu Transactions
Table 2: Result of Vietinbank’s home loan activities in 2017 – 2019
Unit: Customer number

Criterion

2017

2018

2019

In 2018 compared to

In 2019 compared

2017
Customers Ratio

to 2018
Customers Ratio

number

(%)

number

(%)

250

14%

20

1%

A. Individual cilents
mortgage real estate
projects
B. Personal customer
lending at the branch

1.850

2.100

2.120

2.100

2.428

3.551

- Looking at the above business result, we see that the proportion of individual home
loan customers of Vietinbank is growing very fast, and hast the opportunity to the further
promote in 2020
2.2 Branch organization structure and my responsibilities:

As discussed above, Vietinbank Ba Trieu has a staff of 25 people. Security is provided
by private
contractors who are not Vietinbank’s employees. The organization chart is provided

below:
Director Offices

4


Administrative
Treasurer office

Credit department

Office

Transaction

General

department

Department

Transaction
accounting
department

Risk/NPL
Management
Department
Internal Control
Department

Note:

Computing
information
Department

Functional relationships
Direct relationships

(Source: Administration artment at Vietinbank Ba Trieu )
2.3 Home loan with appraisal at branch:
2.3.1 Definition of “ Home Loan ”
- Lending for house purchase, repair or construction is a lending activity based on a
credit contract in which customers use loans to buy, build, repair houses or apartment for the
purpose of lending. This lending activity has an important role for the bank its customers and
society as a whole
2.3.2 Mortgage characteristics of Vietinbank
- Borrowers: Vietnamese individual wishing to purchase, build, renovate houses, receive
land use right , have been granted land use right , certificates with the purpose of staying,
letting and partially renting or renting houses.
• Loan size: Maximum 70% of total capital demand
• Loan currency: VND
• Loan maturity date
+ Maximum of 15 years for buying houses and receiving residential land use right
5


+ Maximum 10 years for house building
+ Up to 5 years for home repairs

2.3.3 Conditions for a mortgage Vietinbank
• Having permanent / temporary residence registration in the same province/ city with
Vietinbank lending branch
• At the end of the loan term:
+ Men must not be over 60 years old
+ Women must not be over 55 years old
• Having sufficient financial capacity and ensuring the solvency
• Have collateral for the loan
2.3.4 Application for mortgage loan registration
•
•
•
•
•

ID card/ passport/ equivalent document and permanent/ temporary residence book
Proof of marriage certificate
Real estate sale and purchase contract ( for real estate purchase case )
Construction permit ( for cases of construction or repair of houses )
Doccument proving the source of debt repayment: labor contract, salary statement

6


2.3.5 Steps to consider a home loan application

The lending procedure at the branch is very detailed and clearly assigns responsibilities
to each member. The steps for implementing the sequence and logic are carried out by the
credit officer, in addition to the supervision and supervision by the transaction manager and
the competent authority for new and large loans. There is also the participation of the Division

of Risk Management, which can even be reevaluated upon request if there is any uncertainty.
The process of engaging many people should limit errors, and avoid personal relationships
affecting the loan appraisal results.
Compared with the actual implementation process at other banks: At ACB,
Techcombank, the evaluation analysis within the individual customer room with the
specialization of each stage, such as the team will be assigned. contact customer consultant,
the team will do the appraisal, the team will do the control and debt recovery…
Therefore, errors will be limited and the processing of records will be faster. While at
the current Ba Trieu branch, receiving, processing and monitoring customer records is done
by credit officers alone, when appraising credit officers, they often have to collect documents
7


by themselves. The loan approval process is still slow, many errors can occur, requiring a high
level of qualification. Besides, currently the number of Credit Officer at the branch is very
limited so the work pressure is very large
2.4. Competitor analysis
In Vietnam today, when most customers borrow money to buy houses at banks, the main
concern is interest rates. Because this factor will directly determine the amount of interest
they need to pay.
Because Vietinbank is a Vietnam Joint Stock Commercial Bank for Industry and Trade,
which mainly capital from the State, the interest rate is quite low, which is competitive.
Vietinbank home loan packages have been favored by customers because of the
preferential interest rates that this bank brings. Customers can choose the following packages:
+ Fixed interest rate of 7.7% / year for the first 12 months
+ 8.62% interest / year fixed for the first 24 months
Below is a comparison of interest rates between Vietinbank and BIDV, Vietcombank in
the same district of Hoan Kiem

8

Table 3: Comparing interest rates for home loans 2019
Bank

Preferential interest rate (%/year)
12 months
24 months
36 months
7.8%
8.8%

BIDV ( Hoan Kiem distric)
Vietcombank
( Hoan Kiem distric )
Vietinbank
( BaTrieu – Hoan Kiem distric)

7.7%

8.7%

7.7%

8.62%

9.4%

After comparing the home loan interest rates of some big banks in Vietnam. We realize
that Vietinbank's home loan interest rate is quite attractive to customers. Lending interest rate

for the first 12 months is quite low.
In addition to interest, when looking for home loan products, customers must also
consider other criteria such as loan limits, repayment term, repayment method as well as
related services other. Vietinbank's home loan products have the following advantages:
• Simple and convenient lending procedures
• Lending up to 10 billion VND
• Loan term is up to 25 years
• Can use the real estate to buy as collateral
• Determine the loan limit immediately when security assets are not needed
• Advised by professional and enthusiastic staff
2.5 SWOT analysis
Table 4 : SWOT analysis of Vietinbank
STRENG
• Vietinbank is a major commercial
bank, an important role, and pillar of
Vietnam’s banking industry.
• Having a nationwide network with
1 headquarters, 157 branches, and over 1100
points/transaction office.
• Having correspondent banking
relationships with over 850 major banks
worldwide.

OPPORTUNITIES
• The amended State Bank Law had
more in line with the development trend of

WEAK
• Outstanding debt remains high and
mainly related to businesses in the transition

process.
• Debt growth is slow compared to the
plan.
• The quality and competitiveness of
products and services are weak.
• The operation of the bank still has
some shortcomings and difficulties that need
to be continued to be addressed, such as Credit
quality is not high
THREAT
• NPL ratio has decreased but remains.
• Competitive pressure from Fintech
companies, the number of Fintech companies
9


the industry, especially the expansion of
goods in the open market which has helped
commercial banks have conditions to operate
more effectively
• The Vietnamese banking system has
also made efforts to promote restructuring
(financially healthier, strengthening
management capacity, improving the
competitiveness of banks ...) to ensure
readiness for international integration.

has tripled in just 3 years and is competing
with market share with banks.
• At the beginning of this year (2020),

the bank still faces the impact of the COVID19 pandemic, causing difficulties for its
operations.

2.6. Mission during internship
Table 5: My daily jobs at the bank
Time
From 8:00
To 11:30

Mission
- The first duty of is greeting the customers entering into
organization
- Guiding and solving queries of customer
- Read Vietinbank’s regulation and document
- Evaluate home loan customer’s financial position
- Estimate home loan customer’s risk
- Make phone call to new customer
- Create new customer’s profile, update current customer’s profile

From 13:00

- Support others credit officiers is their home loan business

To 17:30

- Meet customers individual consulting work for home loan
- Participate in team building activities

MISSION 1: Get familiar with the routine office work start meeting, contact with
customers

- Receiving phone calls: Everyday, there are many customers calling for different
purpose. Most of these customers are interested in some of my branch services, including
home loan that we are exploring.
- Sometimes caller maybe superiors, employees of other departments to the credit staff
who are doing other work without hearing time. I was assigned to pick up the call. Everyday, I
listened to the phone without talking in any patterns. However, I did not make any mistake,
ourselves gently, politely and respectfully to the caller. This has helped me to learn a
new skill in the word enviroment
10


- Arranging supporting documents: A credit officer is in charge of making some entries
in one working day such as: disbursement, debt collection (principal + interest), settlement,
etc. Each journal entry includes a letter of notice and accounting voucher. For disbursement, a
copy of the Credit contract cum Debt acknowledgment must be attached. Documents were
arranged in order, checked in term of number of contracts, signatures of credit officers and
inspectors that trained me how to work carefully. In addition, this task gave us a good chance
of working with topic-related documents because these documents were related to the service
I was investigating, such as evaluation form, related information sheet, loan application form
cum repayment plan from customers and related documents.
- Arranging credit records: A set of credit record consists of 05 documents, including
legal document, loan application, financial record, asset security record and disbursement
document. The above items are arranged logically, neat and easy to find. Besides, it helps me
to search for saved records, arrange additional necessary paperwork. Since I have not been
exposed to these papers and have not understood the task assigned to me, I spent a lot of time
to learn and needed a lot of help. This credit record arrangement helped me to learn more
about the neatness and science in work.
MISSION 2: Handling and processing home loans applications
Understanding the process and how it works is very important, as it helps me
understand the needs of my customers and help them solve the problem as quickly as

possible. The more information I have, the more confidence I feel whenever communicating
with customers. And over the initial working time, I was allowed to work directly with 18
clients. Here are a few cases that I have worked with.
At Vietinbank, there are 2 categories of car loans as summarized below in this table:
Business cases - property purchase loans

11


Table 6 : Business case 1
Customer profile

Mrs A
Femal
Age 35

Financial profile

Married ( no children )
Uniform Garment Factory – Tran Quoc Toan street – Ha Noi

Property value
Loan amount

Her factory is worth about 2.000.000.000 VND
4.870.000.000 VND

requested maximum
Reason for bank

Buy a piece of land in Hai Ba Trung to buil a small workshop

loan:

The land is worth 4.870.000.000 VND, she wants to borrow 100% in

Financial position

120 month (10 years)
Mrs A is the owner of private enterprise in the field of sewing uniform.
Her interprise has been in business for 10 years has a factory in Tran
Quoc Toan
Monthly income: 20.000.000- 30.000.000 VND
Debt: Mortgage her factory to borrow from another bank

Risk assessment:

Liquidity risk: Low monthly income is only about 20.000.00030.000.000 VND, because she has to pay for workers and the cost of
production materials
Longevity risk: Mrs A’s business in the last 3 year did not earn much
profit
Unique risk: Mortgaging her factory, to borrow from another bank.
She made slow payment for the past half years

Negotation and

Overall assessment: weak credit profile, high risk
Realizing that Mrs A was not eligible for a loan so the bank refused

Results

her offer

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Table 7: Business case 2
Customer profile

Financial profile
Property value
Loan amount
requested maximum
Reason for bank
loan

Financial position

Risk assesstment

Proposal for
customer

Negotiation and
results

Mr B
Male
Age 29
Married (1 children)

Secured by property: Apartment at Sunshine Garden, Minh Khai, Ha
Noi
His house: 1.500.000.000 VND
2.860.000.000 VND
He wanted to buy a new apartment before Tet holiday because the
current house is too old. He intended to buy apartment at Park Hill in
Times City near his current house
Net floor area of this apartment is 115m² and its price is 4.400.000.000
VND ( not including VAT 10%)
Saving account: about 35% the apartment’s price
Monthly income:80.000.000 VND ( he & his wife )
Monthly expense: 35.000.000 VND
No outstanding debt
Liquidity risk: relatively low due to good income but might be
exposed to disruption
Longevity risk: earnings power will remain strong for long period of
time due to client's relatively young age
Unique risks: 1 children (increases financial burden)
Overall assessment: Strong credit profile, low risk
- In case of he can’t his debt off within 1 year, we advise him to choose
the interest rate for the first 24 months is 8.62%.
- Next years, interest rate will base on the highest deposit interest rate
at the time plus amplitude 3-3.5%/year.
- He uses the apartment he wants to buy as collateral for this loan.
Initially, he chose a loan term of 180 months (15 years),
-He decided to choose a 168 months (14 years) loan term because he
could afford to pay monthly and not lose 12 more months of interest.
- After 1 week to support him to complete procedures and necessary
documents (ID card, household registration book, real estate sale and
purchase contract,..) Vietinbank decided to disburse for him 65% of

the apartment’s price is 2.860.000.000 VND.

13


MISSION 3: Marketing Campain

- Name of project : “ Cung Vietinbank so huu can ho Vinhomes ”
- Time: 1/4/2020 – 20/4/2020
- Special offers:
•
•
•
•
•

Interest rate from 0%
Free early repayment fee
Principal repayment term is up to 24 months
Maximum loan amount is 75%
Loan duration up to 20 years

- Objective:
With Vietinbank
•
•
•
•

Spread the Vietinbank’s reputation

Keep up with the trend of financial markets as well as real estate markets
Increase Vietinbank’s income
Attract more customers

With my internship
• I can apply marketing knowledge from studying to reality
• I will have reality marketing experiences by supporting Vietinbank prepare the
materials and organize the campaign
- Target customer
• Individual customers who have demand of buying a houses Vinhomes

14


- Advantages
• Easily approach the customers by leaflets, banners, posters on the streets, Ba Trieu’s
branches, transaction offices...
• Increase customers’ sastisfaction during/after using the service by giving gifts
• Bring good reputation for Vietinbank
- Preparation:
• Participate in giving opinion

about designing leaflets, banners, posters with

Vietinbank’s employees
• Decorate and prepare gifts for campaign
- Performance:
• Upload the program on banking website, Fanpage of Vietcombank on Facebook...
• Advertising on television.
• Issue leaflets, hang banners and posters on the streets.

- Evaluation the results of campaigns.
For bank
• Vietinbank attracted lots of customers’ attention, level of service users has been
increasing
• Bank achieved expected sales level before the program ends. After running this
program, the revenue in home loans service of Ba Trieu branch increased 0.5% than the 1st ,
2nd ,3rd quarter in 2020
For my internship
• Learn more professional knowledge from Vietinbank’s employees
• I have more marketing experience by supporting Vietinbank prepare the materials
and organize the campaign. In addition, I have a chance to learn about the way to approach
the customers through Vietinbank’s employees.
• Beside that, I also meet many different customers. Each customer has each
characteristic, each life condition and each life objectives, so I will learn how to communicate
and please them by observing Vietinbank’s employees.
MISSION 4: Survey to find out customer needs
a. Define the content and objects of the survey
After analyzing the Vietcombank business result and competitors, I decide to do a
survey to fully understand the customer needs and their thinking of this service. As normal
surveys, I design this survey from 10 to 11 questions, for objects below:
• Understand customer needs
• Define the satisfied customer level and their reflection of this service.
• Define the main competitions
• Give solutions to improve customer satisfaction
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• Survey plan:
Figure 4: Steps of making survey

• Location: Ba Trieu branch,
• Number of the survey sheet: 103 investigation sheets.
b. Make the questionnaire
The presentation of the questionnaire should be simple and easy to understand.
Respondents who respond to the survey form can easily do it. I choose to survey clients by
questionnaires
c. Distribute and collect questionnaires
The survey performs in 2 weeks from April 21, 2020 to May 8, 2020. I choose one
form of the survey is direct survey. For the form of direct inquiry, interview directly
Vietinbank's home loan customers at some Vietinbank branches in Ha Noi
c. Analyze the survey results
• From the personal customer data available from Vietinbank Ba Trieu branch, I
conducted a home loan satisfaction survey for individual customers. According to the original
plan, I will distribute the questionnaire directly to the customer, but due to the COVID-19
translation, I cannot meet the survey customer directly, so I have to send gmail to the
customer to fill out the questionnaire survey via Google Drive .
• Data processing: I have collected 120 replied, after removing the inappropriate
replies, I received 103 answered correctly and seriously to conduct the analysis.

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Figures 1: Customer’s gender

• Most female customers account for 60% of the total survey , the remaining 37% are
male customers, 3 % is the other gender( 3 customers ). So we can see ,home loans are more
interested by female customers
Figures 2: Age group of customer

• The majority of customers are under the age of 25, are students who have just

graduated from college or just graduated, accounting for 56 % of the total number of
customers. The number of customers from 25 – 35 years old accounts for about 22% .
Customers from 35 – 45years old is 12% , the remaining 10% are customers over 45 (about
10 customers ). So customers are mostly young people in high demand for home loans

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Figures 3: Marital status of customers

• From the age survey , we see a lot of young customers, so the percentage of single
people is 56,3%. The customer is married with 58 people, accounting for 33%, the remaining
customers in other relationship is 10,7%
• Regarding work, my survey of customer groups is student and student, worker, office
worker and civil shareholder, trade and business, retire. The career survey is also a very
necessary information in the development and improvement of banking services. To bring
customers that the bank needs to focus on, it is also a source of customers that can bring
profits to the bank. The proportion of customers who account for 43% is the majority of
students, these customers have income from part-time jobs, income sources are not high, but
they have high demand for bank loans to buy houses. Office workers and civilian shareholders
accounted for the second highest rate of 25%. Workers make up an average of 16% , whil
percentage is for business customers of 10%. The rest are retired customers 7%

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Figures 4: Customer occupation

• Today, everyone's life is growing. At the same time, the demand of the people is
increasing. Therefore, the average income has also improved compared to the previous

period. Because the number of surveyed students is quite high, the income from 3 to 5
million accounts for 49%. The income level from 5 to 10 million accounts for 27%. Income
from 10-20 million accounts for an average of 17%. The remainder is over 20 million,
accounting for 9%
Figures 5: Income of customer

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