QUESTIONNAIRE:-

NAME:-……………………………………………………………
GENDER:- MALE FEMALE
AGE:- <18 18 – 25 25 – 40 40 – 60 60 ABOVE
OCCUPATION:- salaried businessman professional housewife others
INCOME:- <100000 100000 – 250000 250000 – 400000 400000 Above

1. What was the single most important reason that you choose SBI bank.
I have traditional bank account with same bank
The brand name of the bank
The excellent service provided by this bank
Atm service
Net banking facility
Location advantage
Any other
……………………………………………………………………………………………..
2. which type of services you are taking from the SBI bank.
Saving account current account NRI account fixed deposit other
(………………………)
3. since how many year you are dealing with SBI bank.
<1 year 1 to 2 year 2 to 3 year 3 to 4 year 4 to 5 year more than 5 year
4. Does your bank have core banking facility for the customers.
Yes No Not Aware
5. Which service satisfy you most.
ATM loan early cheque clearance net banking phone banking
mobile banking interest package any other
(…………………………………………………………….)
 6. What is the main reason that you typically visit your Branch. (Please choose the single most
important reason).
To make deposit To get advice for investment option To enquiry about balance To
withdraw cash Any other please specify
(………………………………………………………….……………………..)

7. If you are provided with better service by optional bank. Would you like to move to other
bank. Yes No Why??
………………………………………………………………………………………………
……………………………………………………
8. Are you satisfied with your financial transactions with the bank?
Very satisfied Satisfied Somewhat satisfied Dissatisfied
9. Do you use the service of alternative bank.
Yes No
10. What do you feel about overall service quality of your bank.
Excellent very good good average poor
11. Would you recommend this bank to your friends, relatives, associates.
Yes No
Why??
…………………………………………………………………………………………………
12. When do you think of your bank what comes first in your mind.
Personalized service Wide branch network Customer service computerized
banking Core banking
13. Do you always get prompt service whenever you visit the branch?
Always Often Sometimes Rarely Never
14. How quickly were your banking problems and issues addressed by the bank staff?
Immediately Within 24 hours Within 48 hours Within 3-5 business days
More than a week
15. Are you able to use banking services online?
Yes No
16. What is the major purpose for which you use the online banking?
Online Ticket Booking Online Bill Payments Balance Check Request for
cheque book Others…………………………………………………………………………….
17. Are you satisfied with online banking?
Yes No cannot say
18. What is your feedback regarding the bank’s Customer Service Representatives?
Answer calls quickly Knowledge about banking products Knowledge about
banking services Banking issues handled quickly Good communication skills
Suggestion if any
……………………………………………………………………………………………… …

Thank you very much for your valuable time and cooperation