银行满意度大调查农业银行垫底

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。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。

在周六发布的测评结果中，用户基于实际感受对银行业给出的满意度总体得分为77.4分。

15家银行中，三分之二的银行得分高于这一行业得分，但中国邮政储蓄银行、中国工商银行、中国建设银行、兴业银行、中国农业银行这5家银行的得分低于行业得分，其中农行分数更是垫底。

此次测评主要针对银行的个人业务服务，包括营业厅、网上银行、银行卡。

调查发现，银行收费不合理是客户不满意的主要问题，尤其是跨行转账、提款手续费，以及年费、小额管理费等。

而银行泄露和滥用个人信息则是不满意的另一大问题，包括个人信息被泄露，银行利用掌握的客户信息打电话推销保险和理财产品。