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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 banks
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 banks 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[
] (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 [
(c)Customer service
]
] (e) Core banking [ ]
11) Do they charge unnecessarily for not maintaining minimum balance in your account?
(a) Yes [
(b) No [
(b) No [
(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 banks services
MANAGING ACCOUNT
How satisfied are you with the way we:
Very
Handle
your
account
Satisfied
efficiently,
Very
Dissatisfied
without mistakes?
Apologise for any mistakes?
Explain charges clearly?
HANDLING QUERIES
How satisfied are you with:
Very
Satisfied Neutral Dissatisfied Very
Satisfied
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?
Very
Dissatisfied
BRANCH FACILITIES
Very
Satisfied Neutral Dissatisfied
Satisfied
Very
Dissatisfied
b) No [
In terms of your expectations regarding mailed statements, please indicate your satisfaction
with the following:
Very
Satisfied
Very
Dissatisfied
Have you experienced any of the following issues in the last six months?
Happened
Complained about
If you have complained, please tell us how satisfied you were with:
Very
Satisfied Neutral Dissatisfied
Satisfied
Very
Dissatisfied
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
FINAL REMARKS
Would you like to be contacted by a bank representative?
a) Yes [ ]
b) No [ ]
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?