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SURVEY FORM

The aimed of this study was to investigate and assess customer’s behavior and collection officer’s deportment of
ANZ global services and operations.. This study is being conducted as part of the requirements for a bachelor’s thesis.
Your response is very important. Kindly fill up the attached questionnaire and please feel assured that your anonymity
and the information you will give be treated with the strictest confidentiality.

PART I. DEMOGRAPHIC PROFILE

Name(optional):________________________________

1.1. Age:_________

1.2. Gender: _____ Male _____ Female

1.3. Length of Experience: _____________________


PART 2. CUSTOMER BEHAVIOR

Direction: In this section you are asked to rate customer’s behavior factors. Please check the appropriate item in your
honest opinion.

5– Very Great Extent 2 - Slight

4 – Great Extent 1 – Not at all

3 – Moderate Extent

Customer’s Behavior towards ANZ Loans 5 4 3 2 1

1. A client avoid my calls/or does not want to talk to me.

2. A client talks to me professionally.

3. A client is willing to compromise.

4. A client is mad and yelling at me.

5. A client is making alibi for not paying on time.

6. A client shows positive response in my call.

7. A client shows negative response in my call.

PART 3. LEVEL OF DEPORTMENT

Direction: Please check the level of deporment factors. Kindly rate the deportment you are using when talking to your
customers. Check the rating by using the following scale given below which corresponds to your response.

5– Very Great Extent 2 - Slight

4 – Great Extent 1 – Not at all

3 – Moderate Extent

Level of Deportment 5 4 3 2 1

1. I am capable of handling irate customer.

2. I am a good lsitener.
3. I am sensitive to the needs of our customer.

4. I understand my job.

5. I can explain well what our customer needs to know.


6. I provide best solutions for our customers.

7. I emphatize to our customer’s feelings but still reminds


them to act on their responsibility to pay on time.

8. I don’t waste time of our customer by talking nonsense.


PART 4. DEBT COLLECTION STRATEGIES

1. Are the debt collection strategies sustainable at ANZ?

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2. Are the debt collection strategies applicable to the types of clients at ANZ?

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THANK YOU FOR YOUR COOPERATION!