银行满意度大调查农业银行垫底
<p><span word="The">The</span> <span word="China">China</span> <span word="Association">Association</span> <span word="for">for</span> <span word="Quality">Quality</span>'<span word="s">s</span> <span word="latest">latest</span> <span word="customer">customer</span> <span word="satisfaction">satisfaction</span> <span word="survey">survey</span> <span word="of">of</span> <span word="the">the</span> <span word="banking">banking</span> <span word="industry">industry</span> <span word="shows">shows</span> <span word="that">that</span> <span word="arbitrary">arbitrary</span> <span word="charges">charges</span> <span word="and">and</span> <span word="the">the</span> <span word="abuse">abuse</span> <span word="of">of</span> <span word="personal">personal</span> <span word="information">information</span> <span word="lead">lead</span> <span word="the">the</span> <span word="list">list</span> <span word="of">of</span> <span word="customer">customer</span> <span word="complaints">complaints</span>, <span word="the">the</span> <span word="Beijing">Beijing</span> <span word="News">News</span> <span word="reported">reported</span>。</p><p><span word="On">On</span> <span word="the">the</span> <span word="survey">survey</span>, <span word="released">released</span> <span word="Saturday">Saturday</span>, <span word="customers">customers</span> <span word="gave">gave</span> <span word="a">a</span> <span word="score">score</span> <span word="of">of</span> 77.4 <span word="out">out</span> <span word="of">of</span> 100 <span word="to">to</span> <span word="the">the</span> <span word="general">general</span> <span word="service">service</span> <span word="of">of</span> <span word="the">the</span> <span word="banking">banking</span> <span word="industry">industry</span>, <span word="based">based</span> <span word="on">on</span> <span word="their">their</span> <span word="actual">actual</span> <span word="experience">experience</span>。</p><p><span word="Two">Two</span>-<span word="thirds">thirds</span> <span word="of">of</span> <span word="the">the</span> 15 <span word="banks">banks</span> <span word="in">in</span> <span word="the">the</span> <span word="survey">survey</span> <span word="received">received</span> <span word="scores">scores</span> <span word="higher">higher</span> <span word="than">than</span> <span word="the">the</span> <span word="industry">industry</span> <span word="average">average</span>, <span word="with">with</span> <span word="a">a</span> <span word="further">further</span> <span word="five">five</span>, <span word="including">including</span> <span word="Postal">Postal</span> <span word="Saving">Saving</span> <span word="Bank">Bank</span> <span word="of">of</span> <span word="China">China</span>, <span word="Industrial">Industrial</span> <span word="and">and</span> <span word="Commercial">Commercial</span> <span word="Bank">Bank</span> <span word="of">of</span> <span word="China">China</span>, <span word="China">China</span> <span word="Construction">Construction</span> <span word="Bank">Bank</span>, <span word="Industrial">Industrial</span> <span word="Bank">Bank</span> <span word="CO">CO</span>., <span word="LTD">LTD</span> <span word="and">and</span> <span word="Agricultural">Agricultural</span> <span word="Bank">Bank</span> <span word="of">of</span> <span word="China">China</span> (<span word="ABC">ABC</span>) <span word="were">were</span> <span word="below">below</span> <span word="the">the</span> <span word="industry">industry</span> <span word="average">average</span>, <span word="with">with</span> <span word="ABC">ABC</span> <span word="finishing">finishing</span> <span word="with">with</span> <span word="the">the</span> <span word="lowest">lowest</span> <span word="score">score</span>。</p><p><span word="The">The</span> <span word="survey">survey</span> <span word="focused">focused</span> <span word="banking">banking</span> <span word="services">services</span> <span word="provided">provided</span> <span word="to">to</span> <span word="individual">individual</span> <span word="customers">customers</span> <span word="in">in</span> <span word="branches">branches</span>, <span word="for">for</span> <span word="online">online</span> <span word="banking">banking</span> <span word="and">and</span> <span word="card">card</span> <span word="services">services</span>。</p><p><span word="The">The</span> <span word="majority">majority</span> <span word="of">of</span> <span word="customers">customers</span> <span word="complained">complained</span> <span word="about">about</span> <span word="arbitrary">arbitrary</span> <span word="charges">charges</span> <span word="such">such</span> <span word="as">as</span> <span word="interbank">interbank</span> <span word="transfer">transfer</span> <span word="and">and</span> <span word="withdrawal">withdrawal</span> <span word="fees">fees</span>, <span word="annual">annual</span> <span word="fees">fees</span> <span word="and">and</span> <span word="management">management</span> <span word="fees">fees</span> <span word="on">on</span> <span word="small">small</span> <span word="accounts">accounts</span>。</p><p><span word="According">According</span> <span word="to">to</span> <span word="the">the</span> <span word="survey">survey</span>, <span word="customers">customers</span> <span word="also">also</span> <span word="expressed">expressed</span> <span word="concern">concern</span> <span word="about">about</span> <span word="both">both</span> <span word="the">the</span> <span word="leaking">leaking</span> <span word="and">and</span> <span word="abuse">abuse</span> <span word="of">of</span> <span word="personal">personal</span> <span word="information">information</span>, <span word="such">such</span> <span word="as">as</span> <span word="banks">banks</span> <span word="using">using</span> <span word="customers">customers</span>' <span word="information">information</span> <span word="to">to</span> <span word="call">call</span> <span word="them">them</span> <span word="regarding">regarding</span> <span word="insurance">insurance</span> <span word="and">and</span> <span word="other">other</span> <span word="financial">financial</span> <span word="services">services</span>。</p><p>据《新京报》报道，中国质量协会组织的银行业满意度测评结果显示，客户抱怨最多的两大问题是收费不合理和滥用个人信息。</p>
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