About costumers:

1. How many customers do you have?

2. For how long have these costumers been in this bank?
3. How many new customers do you have per year?
4. Which target group are you focusing on?
5. Are the costumers in this department from the local area?
6. What is the 'primary aim' of your company in order to serve the costumers?
7. Do you believe that the costumers always get the same level of service?
8. Do you have costumer benefits? (e.g. Programs they can attend)
9. Do you get any complains from the costumers?
10. What is the main reason for complains?
11. How satisfied will you say the costumers are? In a scale from 1 to 10, were 10 is very
satisfied.

About employees:
1. How many employees do you have?
2. For how long have your employees worked here?
3. What kind of benefits do you have for your employees? (Bonus, transport, parking,
discounts, activities, etc.)
4. Do you have parties for employees every year?
5. Do you have team building programmes/activities during the year?

About motivation
1. What are the patterns of motivation in your company?
2. What do you do, to motivate your employees?
3. What can really motivate your employees?
4. Do employees feel empowered?
5. Can the recent changes in the company, might have affected the motivation?
6. If yes, how?
7. How do employees feel about the company?
8. How involved are employees in company development?
9. How is the relationship between you and your employees?