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QUESTIONNAIRE

1. Does the bank track individual problems of the customer?


o o

Yes No

2. Does your bank offer personal banking services?


o o

Yes No

3. Are call centers of the bank available?


o o

Yes No

4. Are all the customers given equal services in banks?


o o

Yes No

5. Do you use strategies in building relationships with your customers?


o o

Yes No

6. If the customer closes their account from your bank, do you try to find the reason behind it?

o o

Yes No

7. Does CRM as a sole factor affected the profits of the bank?


o o

Yes No

8. Does your bank follow any steps for customer retention? Can you give some examples?
o o

Yes No

9. According to you are customers satisfied with your bank?


o o

Yes No

10. Has bank received any award for good customer management or services?
o o

Yes No

1) Does the bank track individual problems of the customer?

YES

NO

40%

60%

2)

Does your bank offer personal banking services? YES NO

20%

80%

3) Are call centers of the bank available?

YES
20%

NO

RECENTLY

20%

60%

With the survey report it was stated that some banks have call centers whereas, some dont.

4) Are all the customers given equal services in banks? YES


0%

NO

100%

5) Do you use strategies in building relationships with your customers?

YES

NO

20%

80%

6) If the customer closes their account from your bank, do you try to find the reason behind it?

YES

NO

40%

60%

7) Does CRM as a sole factor affected the profits of the bank?

YES

NO

CAN'T SAY

20%

50%

30%

8)

Does your bank follow any steps for customer retention?

YES

NO

20%

80%

9) According to you are customers satisfied with your bank?

YES

NO

CAN'T SAY

MOSTLY

25%

5% 60% 10%

10) Has bank received any award for good customer management or services?

YES

NO

40%

60%

The road to CRM success is a long journey and many factors come into play. But the odds success are clearly improved if the journey begins with an effective CRM training program. Thus a paradigm shift is essential in banks for their customer retention.