NAME : -------------------------------------------------------

GENDER :

 male
 female

age

 0 -18
 18-25
 25-40
 40-60
 60 above
 Occupation
 Salaried businessman
 Professional
 Housewife
 Other

Income

 0-100000
 100000-250000
 250000-400000
 400000 above

What was the single most important reason that choose SBI bank

 I have traditional bank account with the same bank

 The brand name of the bank
 The excellent services provided by this bank
 ATM service
 Net banking facilty
 Location advantages
 Any other

Which type of services you are taking from the SBI bank

 Saving account
 NRI account
 Fixed deposit
 Current account
 Other
Since how many year you are dealing with SBI bank

 0-1
 1-2
 2-3
 3-4
 4-5
 More than 5 year

Does your bank have core banking facility for the customer

 Yes
 No
 Not aware

Which services satisfied you most

 ATM
 Loan
 Early cheque cleareness
 Net banking
 Phone banking
 Interest pakage

What is the main reason that you typically visit your Branch? (Please choose the single
most important reason).

 To make deposit
 To make deposit
 To get advice for investment option
 To enquiry about balance o
 To withdraw cash
 Any other please specify

If you are provided with better service by optional bank. Would you like to move to other
bank?

 Yes
 No Why??

. Are you satisfied with your financial transactions with the bank?

 Very satisfied
 Satisfied
 Somewhat satisfied
  Dissatisfied

Do you use the service of alternative bank?

 Yes
 No

What do you feel about overall service quality of your bank.

 Excellent
 very good
 good
 average
 poor

Would you recommend this bank to your friends, relatives, associates?

 Yes
 No Why??

When do you think of your bank what comes first in your mind.

 Personalized service
 Customer service
 Wide branch network
 computerized banking
 Core banking


Do you always get prompt service whenever you visit the branch?

 Never
 Rarely
 Sometimes
 Often
 Always

How quickly were v our banking problems and issues addressed by the bank staff ?

 Within 3-5
 Immediately
 Within 24 hours
 Within 48 hours business days
 More than a week

Are you able to use banking services online?

  Yes
 No

What is the major purpose for which you use the online banking?

 Online Ticket Booking

 Online Bill Payments Request for a cheque book
 Balance Check
 Others.

Are you satisfied with online banking?

 Yes
 cannot say
 No

What is your feedback regarding the bank's Customer Service Representatives?

 Answer calls quickly

 Knowledge about banking product
 Banking issues handled quickly
 Knowledge about banking products
 Good communication skills
 Suggestion if any