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Vietnam Consumer Finance Customer Survey 2016

出版商 StoxPlus - Biinform 商品編碼 337813
出版日期 內容資訊 英文 91 Pages
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越南的消費者金融市場:顧客調查(2016年) Vietnam Consumer Finance Customer Survey 2016
出版日期: 2016年09月23日 內容資訊: 英文 91 Pages

分開了為的群組選出為非人為著 本報告進行越南的居住在城市隨機950人的調查,將受訪者分為(1)已利用的消費者金融服務(CF),(2)考慮利用,(3)雖知道CF但利用其他資金來源3個群組。由調查結果彙整主要經營者提供的金融商品、服務的使用趨勢,滿意度,未來的利用計劃,需求等。


第1章 消費者金融市場概要

  • 市場規模、成長率
  • 競爭動態
  • 未來趨勢

第2章 調查概要

  • 調查手法
  • 主要調查結果

第3章 客戶決策路徑與其背後的意義

  • 消費者金融被要求的理由
  • 在決策階段的主要的顧慮事項
  • 客戶獲得促進活動的影響
  • 應著力的主要流通管道

第4章 顧客滿意度及企業排行榜

  • 顧客滿意度
  • 企業排行榜

第5章 統計的調查

  • 摘要
  • 年齡
  • 教育水準
  • 職業
  • 月收




This second publication represents the collective customer survey which evaluates the fundamentals in customer decision journey to use consumer finance and spurs thinking about ways to recruit new customers.

Many finance companies already understand that it is no longer enough to compete on products or services. Applied it into consumer finance market, we find that how a financial provider delivers for customer is beginning to be as important as what it delivers. Finance companies such as Home Credit, FE Credit excel at specific types of interactions with customers but ignore the fuller experience, both before and after the purchase.

In this edition of the survey, we focus on the following key factors:

Who are the targeted customers?

The report surveyed 950 Vietnamese urban people at random to test the customer cognizance of consumer finance services. The respondents were divided into three groups (1) who already used CF services - to understand their concerns and adjust the product package; (2) who intend to use and (3) who realized the existence of CF but used alternative sources - to identify their demands along with decision journey with purpose to recruit these potential customers

How much resource should CF companies focus to recruit customers on Electronic Devices, Motorbike and Durable Goods when customer have intention of “Splitting the expenditure”?

Motorbike and Electronic devices greatly contributed to more than 70 percent of consumer finance portfolio. About 70% customer want to use CF to “Split the expenditure” in above items and these products still stay as main items to expand the market share and spread the company identity.

Which are the core channels to interact with new customers? How well are CF companies interfere in customer decision journey?

Customers in Vietnam engaged in traditional channels, agents at POS and Friends/Relatives win over the most trusted source to have the influence the purchase. The POS network already underlined by CF companies, however, the power of word-of-mouth recommendations underrated.

How to increase the number of recurring customers? How to compete with alternative lending sources to recruit new customers?

Habit is claimed as the main reason for Vietnamese people to use alternative lending source. When asked for the most important factor in their financial provider's relationships, 36% of the customers selected the availability of habit. Hence, in order to acquire these customers, CF companies should interfere the before decision making process.


Figure 1:
Consumer Loan Balance (USDbn) and %Consumer Loans/GDP,
%Consumer Loans/Loan Book

                     Source: StoxPlus estimated from SBV and NFSC Data

Table of Contents

Executive Summary

1. Overview of consumer finance market

  • 1.1. Market size & Growth
  • 1.2. Competition dynamics
  • 1.3. Future trends

2. Survey at a Glance

  • 2.1. Methodology
  • 2.2. Key findings

3. Customer Decision Journey & Implications

  • 3.1. Why They Have Demand for Consumer Finance?
  • 3.2. What Are the Key Concerns During Decision Process?
  • 3.3. What Are the Impacts of Promotion to Recruit Customers?
  • 3.4. What Are the Main Channels to Focus on?

4. Customer Satisfaction & Company Ranking

  • 4.1. Customer Satisfaction
  • 4.2. Company Ranking

5. Demographic

  • 5.1. Summary
  • 5.2. Age
  • 5.3. Education
  • 5.4. Occupation
  • 5.5. Monthly income


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