零售業(yè)務(wù)一季度分析報(bào)告

一季度發(fā)展指標(biāo)小結(jié)1AUM及儲蓄存款2零售非利息收入3客戶類指標(biāo)4個(gè)金資產(chǎn)業(yè)務(wù)5個(gè)金質(zhì)量及風(fēng)險(xiǎn)管理6渠道及隊(duì)伍建設(shè)業(yè)務(wù)7消保工作七、消保服務(wù)一季度省行服務(wù)考評得分與排名-1排名分支行省行檢查得分省行得分總行得分綜合得分柜員服務(wù)客戶經(jīng)理大堂經(jīng)理網(wǎng)點(diǎn)管理自助設(shè)備客戶滿意度客戶意見(3分)總行零售培訓(xùn)

(3分)有責(zé)投訴省行錄像9分總行錄像9分省行錄像7分總行錄像8分省行錄像9分總行錄像9分1鄭州長江路支行9.679.367.187.959.229.005.313.7925.003.002.910.00101.39101.80101.592開封分行9.619.147.257.209.149.005.134.0025.002.752.820.00100.03102.27101.153鄭州百花路支行9.589.097.198.009.178.825.293.7225.003.002.860.00100.72101.45101.084鄭州農(nóng)業(yè)路支行9.549.117.258.009.239.005.283.8625.002.751.950.0099.97102.19101.085南陽分行9.549.097.017.959.179.005.143.7925.003.002.370.00100.05101.77100.916洛陽分行9.579.107.178.009.279.005.283.8425.002.752.160.00100.13101.61100.877鄭州新區(qū)支行9.759.147.348.009.509.005.273.7025.003.001.800.00100.50101.08100.798焦作分行9.679.137.398.009.419.005.303.8925.003.000.780.0099.57101.99100.789許昌分行9.509.067.127.959.149.005.323.8725.003.002.200.00100.15101.25100.7010鄭州開發(fā)區(qū)支行9.459.097.098.009.159.005.243.8225.002.752.470.00100.06101.33100.6911安陽分行9.859.197.268.009.189.005.273.7525.003.001.980.00100.49100.88100.6812鄭州南陽北路支行9.539.047.118.009.149.005.283.7625.003.002.930.00100.80100.46100.63七、消保服務(wù)一季度省行服務(wù)考評得分與排名-2排名分支行省行檢查得分省行得分總行得分綜合得分柜員服務(wù)客戶經(jīng)理大堂經(jīng)理網(wǎng)點(diǎn)管理自助設(shè)備客戶滿意度客戶意見(3分)總行零售培訓(xùn)

(3分)有責(zé)投訴省行錄像

9分總行錄像9分省行錄像9分總行錄像9分省行錄像9分總行錄像9分13新鄉(xiāng)分行9.599.237.228.009.119.005.273.6125.002.252.720.00100.00101.25100.6214鄭州經(jīng)三路支行9.669.217.248.009.299.005.303.9025.003.001.880.00100.49100.69100.5915鄭州紫荊山支行9.669.097.208.009.189.005.263.6725.003.001.830.0099.88100.67100.2816平頂山分行9.509.037.068.009.078.555.303.6725.003.002.070.0099.25101.18100.2217鄭州期貨大廈支行9.539.127.187.959.248.975.264.0025.003.001.800.00100.05100.30100.1718鄭州鐵道支行9.509.127.118.009.239.005.313.8325.003.000.000.0098.10101.94100.0219鄭州北環(huán)路支行9.589.127.247.959.338.975.293.7225.003.000.000.0098.20101.82100.0120鄭州未來支行9.559.117.137.959.119.005.333.7725.002.750.000.0097.70101.8699.7821信陽分行9.819.077.267.959.189.005.274.0025.003.000.000.0098.54100.3899.4622濟(jì)源分行9.369.127.087.959.158.975.304.0025.003.000.000.0097.92100.8499.3823鄭州建設(shè)西路支行9.539.057.158.009.289.005.313.7625.002.500.000.0097.58100.7799.1824河南省分行營業(yè)部9.579.007.187.959.129.005.273.6025.002.250.000.0096.94100.0698.50平均9.599.127.187.959.218.975.293.8025.002.861.560.0099.54101.24100.39七、消保服務(wù)一季度省行服務(wù)全網(wǎng)點(diǎn)排名七、消保服務(wù)柜員服務(wù)排名分支行省行檢查得分省行得分總行得分綜合得分柜員服務(wù)客戶經(jīng)理大堂經(jīng)理網(wǎng)點(diǎn)管理自助設(shè)備客戶滿意度客戶意見(3分)總行零售培訓(xùn)

(3分)有責(zé)投訴省行錄像

9分總行錄像9分省行錄像9分總行錄像9分省行錄像9分總行錄像9分13新鄉(xiāng)分行9.599.237.228.009.119.005.273.6125.002.252.720.00100.00101.25100.62平均9.599.127.187.959.218.975.293.8025.002.861.560.0099.54101.24100.39省行檢查扣分明細(xì)七、消保服務(wù)客戶經(jīng)理服務(wù)排名分支行省行檢查得分省行得分總行得分綜合得分柜員服務(wù)客戶經(jīng)理大堂經(jīng)理網(wǎng)點(diǎn)管理自助設(shè)備客戶滿意度客戶意見(3分)總行零售培訓(xùn)

(3分)有責(zé)投訴省行錄像

9分總行錄像9分省行錄像9分總行錄像9分省行錄像9分總行錄像9分13新鄉(xiāng)分行9.599.237.228.009.119.005.273.6125.002.252.720.00100.00101.25100.62平均9.599.127.187.959.218.975.293.8025.002.861.560.0099.54101.24100.39省行檢查扣分明細(xì)網(wǎng)點(diǎn)姓名得分簡述2月新鄉(xiāng)分行營業(yè)部趙楠104一筆業(yè)務(wù)言語親切、提示防詐騙。新鄉(xiāng)分行營業(yè)部趙品豪104一筆業(yè)務(wù)介紹全省通業(yè)務(wù)、真誠自然。平原路蘇婉媚103.33三筆業(yè)務(wù)均提示防詐騙。兩筆業(yè)務(wù)提示滿意度調(diào)查。3月平原路蘇婉媚102兩筆業(yè)務(wù)提示防詐騙。一筆業(yè)務(wù)言語親切。網(wǎng)點(diǎn)問題營業(yè)部客戶經(jīng)理，（男，不戴眼鏡）未進(jìn)行風(fēng)險(xiǎn)評估平原路女（長發(fā)不戴眼鏡）未主動(dòng)提示風(fēng)險(xiǎn)宏力客戶經(jīng)理，沒有詢問客戶姓氏，沒有自我介紹（經(jīng)查實(shí)為大堂經(jīng)理，已申訴）總行檢查扣分明細(xì)七、消保服務(wù)大堂經(jīng)理服務(wù)排名分支行省行檢查得分省行得分總行得分綜合得分柜員服務(wù)客戶經(jīng)理大堂經(jīng)理網(wǎng)點(diǎn)管理自助設(shè)備客戶滿意度客戶意見(3分)總行零售培訓(xùn)

(3分)有責(zé)投訴省行錄像

9分總行錄像9分省行錄像9分總行錄像9分省行錄像9分總行錄像9分13新鄉(xiāng)分行9.599.237.228.009.119.005.273.6125.002.252.720.00100.00101.25100.62平均9.599.127.187.959.218.975.293.8025.002.861.560.0099.54101.24100.39省行檢查扣分明細(xì)網(wǎng)點(diǎn)姓名得分簡述2月分行營業(yè)部王斌、閆志濤103.33營銷手機(jī)銀行、微銀行；信用卡短信提醒每月7元。平原路高夢琪、陳梅、朱浩然、趙書琪102.33告知跨行匯款費(fèi)用和提示防詐騙各一次。3月平原路高夢琪、陳梅、朱浩然、趙書琪104兩筆業(yè)務(wù)告知辦卡費(fèi)用；一筆業(yè)務(wù)提示防詐騙。分行營業(yè)部職利科95基本規(guī)范。一筆業(yè)務(wù)一名男員工和一名女員工聊天?？傂袡z查扣分明細(xì)網(wǎng)點(diǎn)問題營業(yè)部大堂經(jīng)理，男，未主動(dòng)問候客戶平原路大堂，無問題宏力大堂，無問題七、消保服務(wù)網(wǎng)點(diǎn)硬件檢查排名分支行省行檢查得分省行得分總行得分綜合得分柜員服務(wù)客戶經(jīng)理大堂經(jīng)理網(wǎng)點(diǎn)管理自助設(shè)備客戶滿意度客戶意見(3分)總行零售培訓(xùn)

(3分)有責(zé)投訴省行錄像

9分總行錄像9分省行錄像9分總行錄像9分省行錄像9分總行錄像9分13新鄉(xiāng)分行9.599.237.228.009.119.005.273.6125.002.252.720.00100.00101.25100.62平均9.599.127.187.959.218.975.293.8025.002.861.560.0099.54101.24100.39檢查扣分明細(xì)七、消保服務(wù)自助設(shè)備排名分支行省行檢查得分省行得分總行得分綜合得分柜員服務(wù)客戶經(jīng)理大堂經(jīng)理網(wǎng)點(diǎn)管理自助設(shè)備客戶滿意度客戶意見(3分)總行零售培訓(xùn)

(3分)有責(zé)投訴省行錄像

9分總行錄像9分省行錄像9分總行錄像9分省行錄像9分總行錄像9分13新鄉(xiāng)分行9.599.237.228.009.119.005.273.6125.002.252.720.00100.00101.25100.62平均9.599.127.187.959.218.975.293.8025.002.861.560.0099.54101.24100.39檢查扣分明細(xì)設(shè)備號網(wǎng)點(diǎn)名稱故障類型故障時(shí)長開機(jī)率通報(bào)期數(shù)ALOR210新鄉(xiāng)第二人民醫(yī)院鈔箱故障24小時(shí)48分84.96%1.4-1.10SLOR213新鄉(xiāng)宏力大道支行鈔箱故障20小時(shí)47分87.26%1.4-1.10ALOA102新鄉(xiāng)分行營業(yè)部維護(hù)未簽退16小時(shí)38分81.63%1.18-1.24ALOR212新鄉(xiāng)醫(yī)學(xué)院入鈔卡鈔25小時(shí)13分84.55%1.25-1.31ALOR209新鄉(xiāng)海寧皮革城自動(dòng)進(jìn)入維護(hù)23小時(shí)34分92.07%2.1-2.14ALOR206新鄉(xiāng)平原路支行鈔箱故障12小時(shí)07分91.43%2.1-2.14七、消保服務(wù)客戶意見排名分支行省行檢查得分省行得分總行得分綜合得分柜員服務(wù)客戶經(jīng)理大堂經(jīng)理網(wǎng)點(diǎn)管理自助設(shè)備客戶滿意度客戶意見(3分)總行零售培訓(xùn)

(3分)有責(zé)投訴省行錄像

9分總行錄像9分省行錄像9分總行錄像9分省行錄像9分總行錄像9分13新鄉(xiāng)分行9.599.237.228.009.119.005.273.6125.002.252.720.00100.00101.25100.62平均9.599.127.187.959.218.975.293.8025.002.861.560.0099.54101.24100.39檢查扣分明細(xì)投訴內(nèi)容是否已撤訴扣分海寧離行自助投訴網(wǎng)點(diǎn)工作人員態(tài)度及調(diào)賬是0.25POS工作人員推諉舉辦是0.25宏力大道支行網(wǎng)點(diǎn)工作人員服務(wù)是0.25七、消保服務(wù)總行零售培訓(xùn)排名分支行省行檢查得分省行得分總行得分綜合得分柜員服務(wù)客戶經(jīng)理大堂經(jīng)理網(wǎng)點(diǎn)管理自助設(shè)備客戶滿意度客戶意見(3分)總行零售培訓(xùn)

(3分)有責(zé)投訴省行錄像

9分總行錄像9分省行錄像9分總行錄像9分省行錄像9分總行錄像9分13新鄉(xiāng)分行9.599.237.228.009.119.005.273.6125.002.252.720.00100.00101.25100.62平均9.599.127.187.959.218.975.293.8025.002.861.560.0099.54101.24100.39檢查扣分明細(xì)員工姓名登錄名培