Professional Documents
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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%
https://docs.google.com/forms/d/1XDFR_z1S6FwhUWKDeog_ac7cbwq-oKK4vhnRDnnobNg/viewanalytics 1/8
4/9/2018 CUSTOMER SATISFACTION TOWARDS IOB BANK
23 responses
Savings
Current
Loan A/c
17.4%
82.6%
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%
https://docs.google.com/forms/d/1XDFR_z1S6FwhUWKDeog_ac7cbwq-oKK4vhnRDnnobNg/viewanalytics 2/8
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%
Yes
No
8.7%
91.3%
8.Do you use the service of alternative bank other than IOB Bank?
23 responses
https://docs.google.com/forms/d/1XDFR_z1S6FwhUWKDeog_ac7cbwq-oKK4vhnRDnnobNg/viewanalytics 3/8
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%
https://docs.google.com/forms/d/1XDFR_z1S6FwhUWKDeog_ac7cbwq-oKK4vhnRDnnobNg/viewanalytics 4/8
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%
Yes
39.1% No
60.9%
https://docs.google.com/forms/d/1XDFR_z1S6FwhUWKDeog_ac7cbwq-oKK4vhnRDnnobNg/viewanalytics 5/8
4/9/2018 CUSTOMER SATISFACTION TOWARDS IOB BANK
14.What was the reason for your most recent telephone contact with your
branch?
19 responses
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
https://docs.google.com/forms/d/1XDFR_z1S6FwhUWKDeog_ac7cbwq-oKK4vhnRDnnobNg/viewanalytics 6/8
4/9/2018 CUSTOMER SATISFACTION TOWARDS IOB BANK
Very satisfied
47.8% Satisfied
Neutral
Dissatisfied
Very dissatisfied
Yes
No
30.4%
69.6%
Satisfactory
Will yield result
21.7% looking forward for result
73.9%
Thanjavur
43.5% Trichy
Kumbakonam
Other
8.7%
21.7% 26.1%
Yes
No
34.8%
Maybe
60.9%
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Forms
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