Sample Questionnaire on Customer Satisfaction in Banks

Sample Questionnaire on Customer Satisfaction in Banks This questionnaire is administered to find out your satisfaction level in using the bank’s services. The bank is grateful to you for availing its services and through this survey, we intend to serve you better by improving the way we cater to your banking needs. -Thank You ________________________________________________________________________ 1) Name (Optional) : 2) Occupation (Optional) : 3) Annual Income (Optional): 4) Name of your Bank: 5) Do you think that your bank caters all your banking needs? (a) Yes [

]

(b) No[

]

6) For the past how many years are you using the bank’s services? 7) What kind of account do you maintain in this bank? (a)Current [

]

(c)Loan a/c [

(b)Savings [ ]

]

(d)Demat a/c[

]

(e)Credit card[

]

8) Which of the following facilities is given more importance in your bank (a)Loan facilities [

]

(b)O/D facilities[

]

(c)ATM facilities [

] 9) Does your bank have core banking facility for the customers (a) Yes [

]

(b) No [

]

10) When you think of your bank, what comes first in your mind? (a)Personalised service [

]

(b)Wide branch network [

(c)Customer service

[

] (d) Computerised banking [

] ] (e) Core banking

[ ] 11) Do they charge unnecessarily for not maintaining minimum balance in your account? (a) Yes [

]

(b) No [

]

12) Do you think your bank offers competitive interest rate? (a) Yes [

]

(b) No [

]

13) Do you use the service of alternative bank?

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(a) Yes [

]

(b) No [

]

14) What do you feel about overall service quality of your bank? (a)Excellent [

]

(b)very good [

] (c)good [

] (d)average [

] (e)poor [

]

The following section is related to some of the specific questions on the bank’s services MANAGING ACCOUNT How satisfied are you with the way we: Very

Satisfied

Neutral

Satisfied

Dissatisfied

Very Dissatisfied

Handle your account efficiently, without mistakes? Apologise for any mistakes? Explain charges clearly? HANDLING QUERIES How satisfied are you with: Very Satisfied

Satisfied Neutral Dissatisfied Very Dissatisfied

The time taken by members of staff to answer the telephone? The way in which staff members answer your call? The clearness of the staff member's voice? The ease of reaching the person you need to speak with? How quickly your enquiry was understood and responded to?

CUSTOMER SERVICE REPRESENTATIVES/TELLERS In terms of the service you received from the customer service representatives/tellers, how satisfied are you with the following?

2

Very Satisfied

Satisfied Neutral Dissatisfied Very Dissatisfied

Friendly and courteous manner Knowledge of bank's products & Services Willingness to listen and respond to your need Fast and efficient service Professional and attractive appearance and Willingness to listen and respond to your need Recognition of you as valued customer SUPERVISORS/MANAGEMENT In terms of the service you received from the Supervisors and Management of the branch, how satisfied were you with the following? Very Satisfied

Satisfied Neutral Dissatisfied

Very Dissatisfied

Friendly and courteous manner Knowledge of bank's products & Services Willingness to listen and respond to your need Fast and efficient service Professional and attractive appearance Willingness to listen and respond to your need Recognition of you as valued customer Available to customers when needed

BRANCH FACILITIES Very Satisfied Neutral Dissatisfied Satisfied

Very Dissatisfied

Clean & well cared facilities Efficient, no wait service No long line ups at counter Availability of information

3

brochures Pleasant & attractive decor Automatic bank machines convenient locations

in

STATEMENTS AND DOCUMENTATIONS Do you receive statements monthly? a) Yes [ ] b) No [

]

In terms of your expectations regarding mailed statements, please indicate your satisfaction with the following: Very

Satisfied Neutral Dissatisfied

Satisfied

Very Dissatisfied

Sent out reliably and on time Complete record of transactions Accurate Easy to read and understand

Have you experienced any of the following issues in the last six months? Happened

Complained about

A mistake on your account Instructions not carried out Your name or address misspelt on letters A mistake with a standing order or direct debit A disagreement about charges Unhelpful staff If you have complained, please tell us how satisfied you were with: Very Satisfied Neutral Dissatisfied Satisfied The way your complaint was handled

Very Dissatisfied

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The person who sorted out your complaint The time taken to sort out your complaint The follow-up contact you received TELEPHONE ENQUIRIES Have you contacted your branch by phone in the last year? a) Yes b) No What was the reason for your most recent telephone contact with your branch? a. Account information/balance

[

]

b. Confirmation of fund transfer

[

]

c. Rate inquiry

[

]

d. Bank hours/phone number/address

[

]

e. Complaint

[

]

f. Loan enquiry

[

]

g. Credit Card enquiry

[

]

h. Statement enquiry

[

]

i. Other

[

]

In terms of the service you expected from the telephone contact, please rate the following criteria: Very Satisfied Neutral Dissatisfied Satisfied

Very Dissatisfied

Call handled promptly, not kept on hold Courteous and professional manner Quickly connected to the right person Question or problem handled to your satisfaction FINAL REMARKS Would you like to be contacted by a bank representative? a) Yes [ ] b) No [ ] 5

Would you recommend this bank to your friends, relatives, associates? (a) Yes [ ] (b) No [ ] Do you have any remarks you want to add concerning the service you have been receiving at your branch?

Your over all opinion about this survey (a)Satisfactory [ ] (b) Will yield result [

]

(c) looking forward for result [

]

-------------------------------------------------------------------------------------------------------------Thank you for taking the time to fill in this survey.

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