The Survey Report On The Quality Of Service At ICBC Shenyang A Branch To The Retiree

Nowadays, the competitions between commercial banks are getting more fierce.Most products they provided are almost the same. So whoever could provide a goodservice, it would become more competitive. The retirees are the kind of clients who areeasily to be ignored. However, if we can put much attention on them and give them highquality services, we can explorer a very potential market and gain more profit. As thegovernment reform the way of issuing old-age pension in Shenyang, all retirees have towithdraw their pension at ICBC in the future. It would be a good opportunity for ICBC tobecome stronger, if ICBC could provide high quality products and services to theseretirees.The report is based on the background of the reform mentioned above. The writerpicked one of ICBC’s branches in Shenyang to do this survey. The report consists fourparts. The first two parts tells us about the reasons why I pick this theme, the way I usedto do the survey and the theories I used during the survey. The third part introduces theprocess I used to sorting data which collected through questionnaires. Besides, we canalso know A branch’s advantages and shortages of providing services to retirees. In thelast part, I gave some suggestions about their shortages in their services to improve theircompetitiveness.I hope that this report could not only help A branch, but also help other branches ofICBC in Shenyang.