A Short Image Survey of Turkey s Main Consumer Banks. February 2007

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1 A Short Image Survey of Turkey s Main Consumer Banks February 2007 The truth about online market research is that it works it works really well. BusinessWeek, September 21, 2006

2 February 21, Summary Overall satisfaction with the selected banks is high All banks score between 68% and 75% satisfied/very satisfied Akbank is innovative With the best ads in the banking sector Garanti Bank is the most modern and innovative bank And manages to maintain high trustworthiness HSBC is seen as foreign Otherwise no clear profile Is Bank is a solid trustworthy traditional bank Yapi Kredi is judged to be the average bank Ziraat Bank is considered old fashioned

3 February 21, Customer satisfaction 37% 25% 29% 28% 34% 28% 38% 47% 43% 43% 36% 38% Very satisfied Satisfied Akbank N=92 Ziraat N=68 Bankası HSBC N=69 Bank İş İş Bankası N=141 Garanti N=150 Yapı N=101 Kredi Bankası

4 February 21, All banks Friendly Akbank Yapı Kredi Garanti Bankası HSBC Bank İş Bankası Old-Fashioned 3 Innovative Ziraat Bankası 2 1 Traditional Fast Trustworthy Profitable

5 February 21, All banks Wide branch distribution 6 5 Low expenses Good phone banking Akbank Yapı Kredi Garanti Bankası HSBC Bank İş Bankası Ziraat Bankası Good ads Good internet banking High interest rates Foreign partnership

6 February 21, Friendly Old-Fashioned 3 Innovative 2 Average 1 Traditional Fast Trustworthy Profitable

7 February 21, Wide branch distribution 6 5 Low expenses Good phone banking 3 2 Average 1 Good ads Good internet banking High interest rates Foreign partnership

8 February 21, Friendly Old-Fashioned 3 Innovative 2 1 Traditional Fast Trustworthy Profitable

9 February 21, Wide branch distribution 6 5 Low expenses Good phone banking Good ads Good internet banking High interest rates Foreign partnership

10 February 21, Friendly Old-Fashioned 3 Innovative 2 1 Traditional Fast Trustworthy Profitable

11 February 21, Wide branch distribution 6 5 Low expenses Good phone banking Good ads Good internet banking High interest rates Foreign partnership

12 February 21, Friendly Old-Fashioned 3 Innovative 2 1 Traditional Fast Trustworthy Profitable

13 February 21, Wide branch distribution 6 5 Low expenses Good phone banking Good ads Good internet banking High interest rates Foreign partnership

14 February 21, Friendly Old-Fashioned 3 Innovative 2 1 Traditional Fast Trustworthy Profitable

15 February 21, Wide branch distribution 6 5 Low expenses Good phone banking Good ads Good internet banking High interest rates Foreign partnership

16 February 21, Friendly Old-Fashioned 3 Innovative 2 1 Traditional Fast Trustworthy Profitable

17 February 21, Wide branch distribution 6 5 Low expenses Good phone banking Good ads Good internet banking High interest rates Foreign partnership

18 February 21, About the survey The survey was conducted February 10-16, 2007 A total of 621 bank customers evaluated the banks involved and indicated their satisfaction with their own bank All interviews were conducted online The respondents were selected from Inquision s online access panel (TR Panel) The distribution of the sample in terms of age and gender is displayed on the right Age Women 51% Gender Men 49% 19% 18% 16% 15% 14% 11% 6%

19 February 21, About Inquision Ltd. Inquision Ltd. is Turkey s first specialized online market research agency Inquision s leading experts have more than 10 years of online research experience from Europe and the US Inquision is not an IT company our staff of experienced consultants come from traditional research agencies like GfK, TNS, Bilesim, etc. Our clients include some of the biggest companies in Turkey in the financial services, telecom, pharmaceutical, retail, consumer electronics and media sectors We offer access to more than pre-recruited respondents all over Turkey through our online access panel the TR Panel

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