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4/9/2018 CUSTOMER SATISFACTION TOWARDS IOB BANK

CUSTOMER SATISFACTION TOWARDS IOB


BANK
23 responses

1.Do you think that your bank caters all your banking needs?
23 responses

Yes
No

17.4%

82.6%

2.For the past how many years are you using the bank’s services?
23 responses

1 - 2 Years
2 - 3 Years
34.8%
3 - 4 Years
Above 5 Years

39.1%
17.4%

8.7%

3.What kind of account do you maintain in this bank?

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4/9/2018 CUSTOMER SATISFACTION TOWARDS IOB BANK
23 responses

Savings
Current
Loan A/c
17.4%

82.6%

4.Which of the following facilities is given more importance in your bank?


22 responses

Loan Facilities
O/D Facilities
72.7% ATM Facilities

22.7%

5.When you think of your bank, what comes rst in your mind?
22 responses

Personalized Service
Wide branch network
Customer service
18.2% Computerized banking
54.5%

27.3%

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4/9/2018 CUSTOMER SATISFACTION TOWARDS IOB BANK

6.Do they charge unnecessarily for not maintaining minimum balance in your
account?
22 responses

Yes
45.5% No

54.5%

7.Do you think your bank offers competitive interest rate?


23 responses

Yes
No

8.7%

91.3%

8.Do you use the service of alternative bank other than IOB Bank?
23 responses

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4/9/2018 CUSTOMER SATISFACTION TOWARDS IOB BANK

Yes
No
26.1%

9.What do you feel about overall service quality of your IOB bank?
23 responses

Excellent
Very good
21.7% Good
Fair
43.5% Poor

26.1%

10.How satis ed are you with the way the Bank - Handle your account
e ciently,without mistakes?
23 responses

Very Satisfied
39.1% Satisfied
Neutral
Dissatisfied
Very Dissatisfied

56.5%

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4/9/2018 CUSTOMER SATISFACTION TOWARDS IOB BANK

11.How
23 responsessatis ed are you with the way the Bank - Apologize for any mistakes?

Very Satisfied
Satisfied
43.5% Neutral
8.7% Dissatisfied
Very Dissatisfied

8.7%

34.8%

12.How satis ed are you with the way the Bank - Explain charges clearly?
23 responses

Very Satisfied
34.8% Satisfied
Neutral
8.7% Dissatisfied
Very Dissatisfied

52.2%

13.Do you receive statements monthly?


23 responses

Yes
39.1% No

60.9%

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4/9/2018 CUSTOMER SATISFACTION TOWARDS IOB BANK

14.What was the reason for your most recent telephone contact with your
branch?
19 responses

Confirmation of fund transfer


Account information/balance
15.8%
26.3% Rate enquiry
Bank hours/phone number/
address
Loan enquiry
Credit Card enquiry
36.8% 21.1%
Statement enquiry
Other

15.How satis ed you were with the way your complaint was handled?
23 responses

Very Satisfied
39.1% Satisfied
Neutral
Dissatisfied
Very Dissatisfied

52.2%

16.How satis ed you were with the time taken to sort out your complaints?
23 responses

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4/9/2018 CUSTOMER SATISFACTION TOWARDS IOB BANK

Very satisfied
47.8% Satisfied
Neutral
Dissatisfied
Very dissatisfied

17.Would you recommend IOB bank to your friends, relatives, associates?


23 responses

Yes
No
30.4%

69.6%

18.Your over all opinion about this survey?


23 responses

Satisfactory
Will yield result
21.7% looking forward for result

73.9%

19.Location of your IOB bank


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4/9/2018 CUSTOMER SATISFACTION TOWARDS IOB BANK
23 responses

Thanjavur
43.5% Trichy
Kumbakonam
Other
8.7%

21.7% 26.1%

20.Are you satis ed with the overall performance of your bank?


23 responses

Yes
No
34.8%
Maybe

60.9%

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