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Customer Satisfaction

Questionnaire

We believe that your comments and recommendations will guide us for a better
service. Thank you for giving the time to answer this questionnaire. Please
remember to fill in your name and contact information.

RBS – Bank By Phone

Q1. How would you describe your views about Customer Service Representatives?
(1:Not satisfied/2:Satisfied/3:Very satisfied)

Call answering time :

Flawless/correct operations :

Speed of conducting operations :

Knowledge about products and services :

Understanding and replying queries correctly :

Communication skills/positive approach :

General assessment about the service :

Q2. How would you describe your views about Integrated Voice Reply (IVR) system?
(1:Not satisfied/2:Satisfied/3:Very satisfied)

Understandable menu :

Sufficient choice of transactions :

Sufficient choice of transactions :

General assessment about the service :

Please Give Suggestion For Any Improvement in Bank By Phone, Within the
Box :-
RBS- Internet Banking

Q3. How would you describe your views about Internet Banking services?
(1:Not satisfied/2:Satisfied/3:Very satisfied)

Page setup/Menu flow :

Ease of use/navigation :

Speed of page loading :

Content and sufficiency :

Variety of transactions :

Visual design :

General assessment about the service :

Please Give Suggestion For Any Improvement in Internet banking, Within the Box :-
RBS - ATM Banking

Q4. How would you describe your views about ATM Banking services?
(1:Not satisfied/2:Satisfied/3:Very satisfied)

ATM network distribution :

Continuous service :

Variety of transactions :

General assessment about the service :

Please Give Suggestion For Any Improvement in Internet banking, Within the Box :-