56514178 Bank XYZ Sample Questionnaire Form

8/16/2019 56514178 Bank XYZ Sample Questionnaire Form

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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


2/18

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


5/18

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


3nowled!e o bank4s products

5 Services

Willin!ness to listen and

respond to your need



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


6/18

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


7/18

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


3nowled!e o bank4s products 5

Services

Willin!ness to listen and respond

to your need



customer


8/18

)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


3nowled!e o bank4s mutual und

products 5 Services

Willin!ness to listen and help

identiy your need

/rovide !uidance and advices


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


10/18

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


11/18

. 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


12/18

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?


13/18

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


14/18

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

E-mail

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


16/18

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


17/18

satisfied@

# %

3nderstandable menu

"ufficient choice of

transactions3serIfriendliness


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


the service


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Documents

56514178 Bank XYZ Sample Questionnaire Form