3. About:
Viettrack is the news of FTA Research & Consultant, It is conducted base on a
monthly research. It aims at delivering comment, evaluation and true feeling of
research objects about present time’s economic situation as well as promotion
campaigns or products to producers and marketers. It is expected to help them
understand to offer better service to unsatisfied demand of consumers.
Viettrack is done according to ISO 20252:2006, the international quality standard in
market research and ESOMAR code of conduct.
Viettrack - December 2011:
Sampling size : N=300;
HCM = HN = DN = 100
Sex: Male/Female
Economic class: ABCDEF
Age: 24 - 45
5. BANK AWARENESS
Top 5 banks which are aware the most are Vietcombank, Agribank, DongABank, Techcombank and
Sacombank.
Vietcombank has the highest TOM awareness, especially in HN with TOM 38%; next are Agribank &
DongABank, dominant in DN with TOM 26% & 25%, respectively.
Total HCM HN DN
TOM Unadded awareness Added awareness %
26 24 38 17
62 75
Vietcombank 56 55
98 96 98 99
15 7 13 26 59
Agribank 54 53 50
93 93 88 99
14 16 25
46
DongABank 34 32 25
85 88 73 93
7
19
Techcombank 11 52 56 7 54
45
95 93 97 95
9 6 16
4
VietinBank 20 72 15 73 29 16
73 71
14 8
ACB 8
26 30 27 22
81 87 77 79
7 72 3
Sacombank 4 59 83
92 98 21
80 99
N=300 N=100 N=100 N=100
6. BANKS – CURRENTLY USE
Hanoi market is dominant by a few big players, such as Vietcombank, Techcombank, VietinBank while
HCMC and Danang market is fragmented by many bank players
DongABank and Agribank are performing quite well in Danang market.
Total HCM HN DN %
Vietcombank 28 19 44 20
DongABank 19 23 3 32
Agribank 18 11 15 27
Techcombank 14 8 21 13
VietinBank 12 10 21 5
ACB 9 16 3 9
Sacombank 8 12 2 9
N=300 N=100 N=100 N=100
7. BANK - SERVICE AWARENESS
In general, customers know most of bank services, however they only used few bank services.
Saving account and deposit/transfer service are the major services to be aware and used the most across three cities.
Seems that Hanoi customers are using the Saving account service more than those from the other two cities.
In HCM, people tend to pay Electricity/water bill via bank
Total HCM HN DN
Prompted awareness Current use %
Saving account 99 99 99 100
70 61 82 66
Deposit money to 97 99 94 98
account/transfer
86 96 81 80
Loans for house 67 62 51 88
2 2
Automobile loans 64 62 53 77
-
Consumption loans 48 65 39 40
3 9
Loans for study 44 50 35 47
abroad - 0 0
Consultant Finance 42 47 45 33
2
Electricity/water/Telep 40 64 30 27
hone bill Payment 9 23 3
N=300 N=100 N=100 N=100
8. BANK - TYPE OF TRANSACTION
In general, customer know all types of transaction.
The most popular and preferred form of transaction is direct transaction at the counter.
At the SMS Mobile Internet Home
counter Banking banking Banking Banking
%
Awareness 100 76 48 52 27
Trial 100 61 26 30 9
Current use 100 52 23 29 9
Most preferred 82 10 1 5 1
Based on total N=300
9. INFLUENCE FACTORS WHEN CHOOSING A BANK
Prestige of the bank is a key factor affecting on decision of consumer in three cities when they are
choosing a bank for the transaction. Next is working attitude of bank staff, customers in HCM and HN
pay more attention than customers in DN.
Paperwork/transaction is also impact on customers when choosing a bank, especially in HN & DN
Total HCM HN DN %
Prestige of bank 82 85 77 85
Work attitude of Bank staff 63 69 70 50
Paperwork/transaction 58 45 64 64
Interest rate 31 27 27 40
Location of the bank 22 33 23 9
Interest rate stable 18 13 21 20
Origin of Bank 17 19 10 22
Customer care 9 9 8 10
N=300 N=100 N=100 N=100
10. REASONS FOR DISSATISFIED WITH THE BANK
In general, customers in all three cities are satisfied when dealing with current banks. Around 32% of
customers dissatisfied with the bank they currently use.
But HCM customers less satisfied with the paperwork / transaction time and work attitude of bank staff
than customers in HN and DN, they are less concerned about interest rates than others
Total HCM HN DN
67% 33% 68% 32% 68% 32% 66% 34%
%
Paperwork/transaction time 46 69 44 27
Interest rate unstable 36 38 50 21
Customer care is not good 35 31 22 50
Work attitude of bank staff 33 63 16 21
Interest rate 31 13 31 47
Don’t sure about pretise of 16 6
9 6
the bank
N=98 N=32 N=32 N=34
11. BANK TYPE PREFERRED TO DEAL WITH THE MOST
In all three cities, customers interested in dealing with State Bank the most, especially in DN.
Customers in HN seem less fussy in choosing the bank type than in two other cities.
Private banks seem more dominant in DN, and Joint-stock banks is more dominant in HN than
others
State Bank Private Bank Joint stock Bank Joint venture Foreign Bank
Total 44% 24% 17% 8% 7%
HCM 46% 24% 15% 6% 9%
Hanoi 28% 18% 26% 16% 12%
Danang 58% 30% 9%
Based on HCM = HN = DN = 100
13. BANK - CARDS
Cash card (ATM) is the most popular card type in the market across the cities.
Penetration of credit card and debit card is still low in the market.
%
Total HCM HN DN
Cash card (ATM) 97 100 96 95
Debit card 5 4 4 8
Credit card 3 6 3 1
N=300 N=100 N=100 N=100
14. BANK - DEBIT CARD BRAND CURRENT USED
In overall, Visa Card is using the most, followed by MasterCard, particularly in HCM and DN
But in HN, Epartner card of VietinBank is using the most
Total HCM HN DN %
Visa 63 75 88
Mastercard 19 25 25
F@staccess 13 25 25
Epartner card 13 50
Connect 24 6 13
The Da Nang 6 25
Success 6 25
N=16 N=4 N=4 N=8
* Sample is too small
15. BANK - PURPOSE OF USING CARD
Most people using the card for withdrawing cash from ATM machine, next is for transfer
their money.
Withdraw cash at ATM machines Electricity,water, telephone bill Eating,drinking & shopping
Transfering Spending when going abroad
100
13
Total 8
56
2
100
30
HCM 16
39
5
100
3
Hanoi 5
62
1
100
7
Danang 3
66
1
Based on Total N=300 (HCM = HN = DN = 100)
16. BANK - WHERE TO USE CARD (Domestic)
In overall, the card is used at ATM machines is essential.
In HCM, there are many customers using the card to pay at supermarkets and shopping
centers than the two other cities.
Total HCM HN DN
%
Withdraw cash in ATM machine 100 100 100 100
Supermarket/ Metro 21 31 17 14
Shopping center 19 30 13 15
Cafe/ Restaurant 5 5 8
Hotel 4 3 7
N=300 N=100 N=100 N=100
18. INSURANCE COMPANY - AWARENESS
Bao Viet Insurance Company has highest awareness in all three areas, next is Prudential
Total HCM HN DN
%
TOM Unadded awareness Added awarenesss
20 24 19
58 15
Prudential 59 51 63
93 95 94 90
5 4 3 46
AIA 43 34 8 52
77 65 92 79
55 45 56
69 40
Bao Viet 38
43 28
98 95 98 100
8 7
37 3 11 43
Bao Minh 38 32
85 87 71 93
3 7 2
AAA 27 68 22 22 35
67 52 80
1
1 1
Chinfon Manulife 20 25 17
47 49 55 18
39
N=265 N=100 N=65 N=100
19. INSURANCE COMPANY – CURRENT USE
In three cities, Bao Viet is more dominant than others in using level, next is Bao Minh (especially in DN
with 25%), and Petrolimex-Pjico (especially in HCM with 24%).
Prudential, AAA and Vietnam Social insurance company seem is dominant in DN than other cities
Total HCM HN DN
%
Bao Viet 65 54 62 78
Bao Minh 19 15 14 25
PETROLIMEX -
15 24 12 8
PJICO
Prudential 13 8 14 16
AAA 10 5 2 21
Social Insurance
7 2 17
Company Vietnam
Vien Dong Insurance
4 1 10
(VASS)
AIA 3 2 8 2
N=265 N=100 N=65 N=100
20. INSURANCE TYPE
Medical insurance and motorcycle insurance are two types of insurance are aware and used more than
other types of insurance, particularly in DN area.
Life insurance also has good awareness, but low use level, this type of insurance is dominant in DN than in
the two other cities.
Customers in DN seem to aware and use insurance more than in HCM and HN.
Total HCM HN DN
Awareness Current use %
Medical insurance 97 98 92 100
85 82 68 99
Motorbike insurance 95 99 85 98
74 78 55 83
Health insurance 65 65 57 71
18 11 37
23
Life insurance 81 75 86 83
20 9 35
Employer's accident 69 60 60 83
liability insurance 19 8
5 41
Individual's accident 62 53 43 83
liability insurance 16 3
10 30
Unemployed 38 50 17 40
insurance
20 1
N=265 N=100 N=65 N=100
21. INFORMATION SOURCE TO AWARE INSURANCE TYPE
Most people aware of insurance type through introduction from friends / colleagues, next is Direct contact
from insurance company’s staff.
Consumer in DN seem to pay attention to insurance company through magazine and internet than
customers in HCM and HN
Especially just few people try to find the information by themselves.
Total HCM HN DN %
Colleague/friend 90
81 91 98
Direct contact from
Insurance company's 54 46 65 56
staff
Newspaper/Magazine 34 18 28 54
Internet 27 22 26 33
Learn about 6
2
information by myself
N=265 N=100 N=65 N=100
22. NUMBER OF PEOPLE HAVE INSURANCE IN HOUSEHOLD
Total HCM HN DN
%
More than 3 people 49 31 34 76
3 people 22 29 25 12
2 people 21 33 22 8
1 people 9 7 20 4
N=265 N=100 N=65 N=100
