銀行滿意度大調查農業銀行墊底

The China Association for Quality's latest customer satisfaction survey of the banking industry shows that arbitrary charges and the abuse of personal information lead the list of customer complaints, the Beijing News reported。

On the survey, released Saturday, customers gave a score of 77.4 out of 100 to the general service of the banking industry, based on their actual experience。

Two-thirds of the 15 banks in the survey received scores higher than the industry average, with a further five, including Postal Saving Bank of China, Industrial and Commercial Bank of China, China Construction Bank, Industrial Bank CO., LTD and Agricultural Bank of China (ABC) were below the industry average, with ABC finishing with the lowest score。

The survey focused banking services provided to individual customers in branches, for online banking and card services。

The majority of customers complained about arbitrary charges such as interbank transfer and withdrawal fees, annual fees and management fees on small accounts。

According to the survey, customers also expressed concern about both the leaking and abuse of personal information, such as banks using customers' information to call them regarding insurance and other financial services。據《新京報》報道，中國質量協會組織的銀行業滿意度測評結果顯示，客戶抱怨最多的兩大問題是收費不合理和濫用個人信息。

在週六發佈的測評結果中，用戶基於實際感受對銀行業給出的滿意度總體得分爲77.4分。

15家銀行中，三分之二的銀行得分高於這一行業得分，但中國郵政儲蓄銀行、中國工商銀行、中國建設銀行、興業銀行、中國農業銀行這5家銀行的得分低於行業得分，其中農行分數更是墊底。

此次測評主要針對銀行的個人業務服務，包括營業廳、網上銀行、銀行卡。

調查發現，銀行收費不合理是客戶不滿意的主要問題，尤其是跨行轉賬、提款手續費，以及年費、小額管理費等。

而銀行泄露和濫用個人信息則是不滿意的另一大問題，包括個人信息被泄露，銀行利用掌握的客戶信息打電話推銷保險和理財產品。