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Bank XYZ Sample Questionnaire Form
Your account with bank XYZ is located at
Have you been to your account branch in the past 6 months?
Yes
No
Rate the following services as either
Very satisfying
Average
Unsatisfactory
! i! "ervices offered in the bank
#! ii! $he attendants knowledge on services and products offered by the bank
%! iii! $he bank&s staff willingness to listen and assist
'! iv! $he speed of attending to your needs by the bank&s staff members
(! v! $he speed of issuing checks
6! vi! )rofessionalism in handling transactions
*! vii! +ffective communication
,! viii! )rofessionalism in dressing
-! i.! /ourtesy and friendliness
0! .! 1vailability
How many times do you contact your branch in a year?
1t least to % times222222222222222
1t least five times2222222222222222
3ncountable times2222222222222222
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4hat is your preferred mode of contacting your branch?
Online Banking Questionnaire Sample
! "ince how long are you using the online banking system provided by our bank?
! 5elow month
#! 6 months
%! 6 months year
'! 1bove year
! 4hat is the ma7or purpose for which you use the online banking?
! 8nline $icket 5ooking
#! 8nline 5ill )ayments
%! 5alance /heck
'! Re9uest for a che9ue book
(! 8thers! )lease specify 222222222222222222222222222
! Have you ever used the third party transfer of the online banking?
! Yes
#! No
:f Yes; for how many times during the last year?
! 8nly once
#! % times
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%! % ( times
'!
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We share your desire or the best customer service. %hank you very much or your
assistance in helpin! us deliver it to you.
&'S'%S % B()*C+
1.
1.I use the branch of XXX BANK located at
1.
!."ave you v#s#ted your branch #n the last year$
#es *o
1.
%.
Appromately ho' many t#mes have you v#s#ted your branch #n last %
months
CS%-( S(&'C (/(S*%)%'&S0%11(S
!.
1.
In terms of the serv#ce you rece#ved from the customer serv#ce
representat#ves(tellers) ho' sat#s*ed 'ere you '#th the follo'#n+$
&ery
satis$ed
Satis$
ed
*eutr
al
Dissatis$
ed
&ery
dissatis$ed
2riendly and courteous manner
3nowled!e o bank4s products
5 Services
Willin!ness to listen and
respond to your need
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2ast and e6cient service
(eco!nition o you as valued
customer
/roessional and attractive
appearance
S/(&'S(S0-)*)7-*%
%.
1.
In terms of the serv#ce you rec#eved from the Superv#sors and
,ana+ement of the branch) ho' sat#s*ed 'ere you '#th the follo'#n+$
&erysatis$ed
Satis$ed
*eutral
Dissatis$ed
&erydissatis$ed
2riendly and courteous manner
3nowled!e o bank4s products
5 Services
Willin!ness to listen and
respond to your need
2ast and e6cient service
(eco!nition o you as valued
customer
/roessional and attractive
appearance
)vailable to customers when
needed
B()*C+ 2)C'1'%'S
. "o' sat#s*ed 'ere you '#th the follo'#n+ aspects of the branch
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1. fac#l#ty$
&ery
satis$ed
Satis$
ed
*eutr
al
Dissatis$
ed
&ery
dissatis$ed
Clean 5 well cared acilities
6cient, no wait service
*o lon! line ups at counter
)vailability o inormation
brochures
/leasant 5 attractive decor
)utomatic bank machines in
convenient locations
S%)%-*%S )*D -)'1D DC-*%)%'*
.
1./o you rece#ve statements monthly$
#es *o
.
!.
In terms of your e&pectat#ons re+ard#n+ ma#led statements) please
#nd#cate your sat#sfact#on '#th the follo'#n+.
&ery
satis$ed
Satis$e
d
*eutr
al
Dissatis$
ed
&ery
dissatis$ed
Sent out reliably and on
time
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Complete record o
transactions
)ccurate
asy to read and
understand
1)*0-(%7)7S
0.
1.
"ave you appl#ed for cred#t a loan) l#ne of cred#t or mort+a+e2 #n the
last year$
#es *o
0.
!.
In terms of the serv#ce you rec#eved from the lend#n+ o3cers2) ho'
sat#s*ed 'ere you '#th the follo'#n+$
&ery
satis$ed
Satis$
ed
*eutr
al
Dissatis$
ed
&ery
dissatis$ed
2riendly and courteous manner
3nowled!e o bank4s products 5
Services
Willin!ness to listen and respond
to your need
2ast and e6cient service
(eco!nition o you as valued
customer
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)vailable to customers when
needed
fer o other services or
alternative means to meet your
needs
-%)1 2*DS
4.
1.
In terms of the serv#ce you rece#ved from the Bank5s mutual funds
representat#ves) please rate the follo'#n+ cr#ter#a.
&ery
satis$ed
Satis$
ed
*eutr
al
Dissatis$
ed
&ery
dissatis$ed
2riendly and courteous manner
3nowled!e o bank4s mutual und
products 5 Services
Willin!ness to listen and help
identiy your need
/rovide !uidance and advices
(eco!nition o you as valued
customer
fer o other services or
alternative means to meet your
needs
%1/+* '*8'('S
6.
1."ave you contacted your branch by telephone #n the last year$
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#es *o
6.!.
Appromately ho' often do you contact the branch by telephone #n ayear$
*ever 9:; times :9= times ?> or more times
6.
%.
7hat 'as the reason for your most recent telephone contact '#th your
branch$
)ccount inormation0balance Con$rmation o und transer
(ate in"uiry Bank hours0phone number0address
1oan en"uiry Statement en"uiry
Complaint Credit Card en"uiry
ther
6..
In terms of the serv#ce you e&pected from the telephone contact)please rate the follo'#n+ cr#ter#a.
&ery
satis$ed
Satis$
ed
*eutr
al
Dissatis$
ed
&ery
dissatis$ed
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Call handled promptly, not kept
on hold
Courteous and proessional
manner
8uickly connected to the ri!ht
person
8uestion or problem handled to
your satisaction
2'*)1 (-)(3S
8.1.
7ould you l#ke to be contacted by a bank representat#ve$
#es *o
8.
!.7ould you recommend th#s branch to a fr#end or bus#ness assoc#ate$
#es -aybe *o
8.
%.7hy 'ould you not recommend th#s branch$
8. /o you have any remarks you 'ant to add concern#n+ the serv#ce you
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. have been rece#v#n+ at your branch$
8.
.
9our complete sat#sfact#on #s very #mportant to us. 7ould you l#ke
someone from the bank to contact you$
*o thanks #es please
8.
0. 9our contact Informat#on
optional
#our *ame@
/hone number@
Tis is mo!el "uestionnaire on customer satisfaction in #anking service$
Start Over
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1 survey 8n /ustomer "atisfaction :n 5anking "ervices
! Name >
#! 1ddress >
%! 8ccupation >
'! 1nnual :ncome >
(! Name of your 5ank>
6! =o you think that your bank caters all your banking needs?
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a@ Yes b@ No
*! Aor the past how many years you have account with this bank?
,! 4hat kind of account do you maintain in this bank?
a@/urrent b@"avings c@Boan aCc d@=emat e@/redit card
-! 4hich of the following facilities is given more importance in your bank
a@Boan facilities b@8C= facilities c@1$< facilities
0! =oes your bank conduct any recreation facilities for the customers
a@ Yes b@ No
! =oes your bank have listed its share in stock e.change
a@ Yes b@ No c@Not 1ware
#! =oes your bank have core banking facility for the customers
a@ Yes b@ No
%! =o they charge unnecessarily for not maintain minimum balance in
your account
a@ Yes b@ No
'! =oes your bank offers competitive service charges
a@ Yes b@ No
(! =o you think your bank offers competitive interest rate
a@ Yes b@ No
6! =o you use the service of alternative bank
a@ Yes b@ No
*! 4hat do you feel about overall service 9uality of your
bank!
a@+.cellent b@very good c@good d@average e@poor
,! 4ould you recommend this bank to your friends;relatives;
associates
a@ Yes b@ No
-! 4hen do you think of your bank what comes first in your mind
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a@)ersonalised service b@4ide branch network c@/ustomer
service d@computerised banking e@/ore banking
#0! Your over all opinion about this survey
a@"atisfactory b@4ill yield result c@looking forward for result
"tate bank
State Bank of India
CUSTOMER SERVICES - CLIENT SURVEY QUESTIONNAIRE
Providing excellence in customer service and satisfaction is important to us.
Please help us improve our services to you by rating the service that you currentlyreceive from us.
5 = Exceent ! = "ood # = A$e%a&e ' = (oo% ) = Ve%* (oo%(Tick the boxes where appropriate)
Se%$ice+ (%o$ided 5 4 ! "
#ervices $ Products were well explained.
( ' % #
#ervice is always provided in a timely manner.
( ' % #
#taff members are helpful.
( ' % #
Staff Me,e% 5 4 ! "
Took time to understand my needs.
( ' % #
%xplained the products well.
( ' % #
The information given was clear and easy to understand.
( ' % #
& was treated in a friendly' courteous and helpful manner.
( ' % #
Co,,.nication+ and Afte%-Ca%e 5 4 ! "
etters and rochures are easy to understand.
( ' % #
& am kept up to date with the status of my accounts.
( ' % #
*y +ueries are attended promptly and response is received to mysatisfaction.
( ' % #
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(%od.ct+ 5 4 ! "
,ixed-eposit #chemes
( ' % #
#avings /ccount
( ' % #
0urrent /ccount
( ' % #
%asy /ccess /ccount
( ' % #
#& %xpress
( ' % #
rafts
( ' % #
oes the product$s selected by you above meet your re+uirements1
2ow did you hear about our ank $ our Products3
our etails (ptional)6
7ame3
/ddress3
6 The information collected herein is intended solely for the purpose of our internal data analysis usage in compliance with the ata Protection /ct "889.
6 T2/7: ; ,< ;< T&*% 6
"end me a copy
8nline 5anking
Bogin D Register
YES
Submit
https://www.onlinesbiglobal.com/64GB/web/index.htmhttps://www.onlinesbiglobal.com/64GB/web/index.htmhttps://www.onlinesbiglobal.com/64GB/web/index.htmhttps://www.onlinesbiglobal.com/64GB/web/index.htmhttps://www.onlinesbiglobal.com/64GB/web/index.htm
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Bogin D Register
H"5/ +.press 5anking /hannels /ustomer "atisfaction Euestionnaire
4e believe that your comments andrecommendations will guide us for a
better service! $hank you for giving the
time to answer this 9uestionnaire!
)lease remember to fill in your nameand contact information!
$elephone 5anking
How would you describe yourviews about /ustomer "ervice
Representatives?
>Not satisfiedC#>"atisfiedC%>Ferysatisfied@
# %
/all answering time
AlawlessCcorrect operations
"peed of conducting
operations
Gnowledge about productsand services
3nderstanding and
replying 9ueries correctly
/ommunicationskillsCpositive approach
eneral assessment about
the service
How would you descrive your
views about :ntegrated Foice Reply
:FR@ system?>Not satisfiedC#>"atisfiedC%>Fery
5ank )reference
$he bank you work with the mostH"5/ 8ther
Reasons@ to prefer the bank work
with the most
Ariendly serviceAast andflawless
service
Bow fees and
commissions
"alary
payments
Fariety of products High revenue
Ainancialconsultance
High limit
/redit /ard
/ustomer
"ervice
Representative
8ther )lease state@@
Your /omments and Recommendations
for
https://www.onlinesbiglobal.com/64GB/web/index.htmhttps://www.onlinesbiglobal.com/64GB/web/index.htmhttps://www.onlinesbiglobal.com/64GB/web/index.htmhttps://bireysel.hsbc.com.tr/ENG/transactions/PBLSRV_01.asphttps://bireysel.hsbc.com.tr/ENG/transactions/PBLSRV_01.asphttps://www.onlinesbiglobal.com/64GB/web/index.htmhttps://www.onlinesbiglobal.com/64GB/web/index.htmhttps://bireysel.hsbc.com.tr/ENG/transactions/PBLSRV_01.asphttps://bireysel.hsbc.com.tr/ENG/transactions/PBLSRV_01.asp
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satisfied@
# %
3nderstandable menu
"ufficient choice of
transactions3serIfriendliness
eneral assessment about
the service
:nternet 5anking
How would you describe yourviews about :nternet 5anking services?
>Not satisfiedC#>"atisfiedC%>Fery
satisfied@ # %
)age setupCFery
satisfied@
# %
1$< network distribution/ontinuous service
Fariety of transactions
+asy of screen use
eneral assessment about
the service
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