N Bank Ltd.

Survey Question on Corporate Customer Service

Dear Sir/Madam,

Good Day. Thanking you, for your valuable time for this study. We love to hear from you about
our services and we need suggestions from you to ensure better services for you. The target
group for this study is our honorable corporate clients.

Please note that, Dhaka bank loves to maintain confidentiality, so your participation is highly
appreciated and will be treated as highly discretion.

Survey Questionnaires:

1. What is your Gender?

(a) Male (b) Female (c) Other
2. What is Your Age Group?
(a) 18-30 years
(b) 31-35 years
(c) 36-40 years
(d) 41-45 years
(e) 46 years and above
3. What is your first word for our Banking service?
(a) Life Saving
(b) Great
(c) Fine
(d) Fine, but have some issues
(e) Buggy
4. Was it easy to find the services you wanted?
(a) Easy
(b) Somewhat easy
(c) Neutral
(d) Somewhat difficult

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 (e) Very difficult
5. Does our service system is simple, straight forward? Do you like our intelligent banking Commented [G1]: Corporate banking customers want
most are simple, straightforward transactions and the
system? option of self-service. For example, they want a single login
page for all active services; seamless transfers of data
(a) Simple and hassle free between the website, their mobile device, and their
(b) Simple relationship manager (RM); and the ability to view their
balances and conduct transactions online. And they never
(c) Neutral want to complete the same form or send the same
documentation twice.
(d) Difficult
Intelligent systems means – Seamless, Operational
(e) Very difficult effectiveness, risk control etc.

6. Are you satisfy with our digital offerings? Commented [G2]: Corporate clients are willing to enter
into transactions and liaising with relationship managers via
(a) Very Well digital platforms including web and mobile
(b) Well
(c) Fine
(d) Badly
(e) Dissatisfy
7. Are you satisfy with our cash and liquidity management? Commented [G3]: Corporate customers ranked financial
stability as a key requirement for selecting a bank
(a) very satisfy
(b) Somewhat satisfy
(c) Neutral
(d) Somewhat displeased
(e) Very displeased.
8. Are you satisfy with our major corporate banking products?
(a) Very satisfy
(b) Somewhat satisfy
(c) Neutral
(d) Somewhat displeased
(e) Very displeased.
9. Which corporate products you like most?
(a) Working Capital Financing
(b) Capital Machinery Financing
(c) Project Financing
(d) Lease Financing
10. Do you like our commercial service? Commented [G4]: It is mainly export import LC service for
export imported oriented business
(a) Great
(b) Like it

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 (c) Neutral
(d) Dislike
11. Do you use our off shore banking service? If yes, how good is it? Commented [G5]: Off-Shore Banking has been designed
to meet the banking requirements of Non Resident
(a) Great Customers/Enterprises especially located at the EPZ areas.
Disburses Foreign Currency denominated loans and
(b) Good advances to Non Resident business entities
(c) Not good Accepts Foreign Currency deposits from Non Resident
customers
(d) Bad Extends full scale trade finance services to the Non Resident
customers/enterprises from its Off-shore unit
Extends discounting facility of Bills accepted by authorized
12. Do you like our exchange rate, compare to other bank? dealers in Bangladesh as per recent guidelines of
Bangladesh Bank
(a) Always
Commented [G6]: The rate in which most corporate
(b) Sometimes clients exchange currency into Bangladeshi taka, if bank able
to give them .01 taka extra it will be beneficial for clients
(c) Not at all and increase the amount of foreign currency to the bank

13. What is the quality of banking service, which you are using now?
(a) Very high quality
(b) High quality
(c) Neither high nor low quality
(d) Low quality
(e) Very low quality
14. How innovative and customized our service is?
(a) Very innovative
(b) Innovative
(c) Somewhat innovative
(d) Not innovative
15. Would you like a mobile application for services? Commented [G7]: Mobile apps, fully functional apps like
Bkas, my GP etc.
(a) Absolutely
(b) Absolutely not
16. How easy it is to navigate our website? Commented [G8]: This is a must-have question to use
when there are any changes in the design of your website.
(a) Very easy What you may consider innovative, easy and user-friendly,
maybe not so much for your Customers. How easily they get
(b) Easy information from website?
(c) Not easy
(d) Difficult
(e) Very difficult
17. How much effort do you have to put to handle your request? Commented [G9]: How quickly and easily clients can
complain about bank service to the bank. How hassle free &
time consuming is it.

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 (a) Less Effort
(b) An usual effort
(c) A lot of effort
18. How long does it take to get teller services?
(a) Quick
(b) Regular time
(c) Long time with hassle.
19. How responsive we are? Commented [G10]: This is the interaction of corporate
client, any interaction with bank’s employee. It can be
(a) Very responsive and soft heated telephone conversation, or teller service
(b) Responsive
(c) Somewhat responsive
(d) Not responsive
20. Does our FAQ help you?
(a) Helpful
(b) Not helpful
21. Do you like VAS for better service? Commented [G11]: Save time by using Value Added
Services for Personal Internet Banking (PIB). This feature is a
(a) Like faster and more convenient way for you to apply for
different HSBC products and services anytime, anywhere.
(b) Not sure
(c) Dislike
22. Is the space available at the bank for customers sufficient for transactions?
(a) Comfort and sufficient
(b) comfort
(c) somewhat comfort
(d) discomfort
23. Do you receive statements of transaction on time?
(a) On time
(b) Not timely
24. Are you satisfy with our Branch Facilities?
(a) very satisfy
(b) Somewhat satisfy
(c) Neutral
(d) Very displeased.
25. In terms of service you’re received from the Staff, Supervisor, and Management of the
branch, how satisfied you were?

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 (a) Very Satisfied
(b) Satisfied
(c) Neutral
(d) Dissatisfied
(e) Very Dissatisfied
26. How safe & secure and time convenient our Banking systems are?
(a) Safe & secure
(b) Not safe & secure
27. On a scale from 0 to 5, how likely are you to recommend our Bank?

05 04 03 02 01 00

28. Will you recommend others about us? If not, would you let us know the reason for not
recommend others?
(a) Yes
(b) No

29. In your own words, what are the things you like most about this current bank?

30. What else would you like us to know?

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