Sample Questionnaire on Customer Satisfaction in Banks

This questionnaire is administered to find out your satisfaction level in using the bank’s
services. The bank is grateful to you for availing its services and through this survey, we
intend to serve you better by improving the way we cater to your banking needs.

-Thank You
________________________________________________________________________

1) Name (Optional) :
2) Occupation (Optional) :
3) Annual Income (Optional):
4) Name of your Bank:
5) Do you think that your bank caters all your banking needs?
(a) Yes [ ] (b) No[ ]
6) For the past how many years are you using the bank’s services?

7) What kind of account do you maintain in this bank?

(a)Current [ ] (b)Savings [ ]
(c)Loan a/c [ ] (d)Demat a/c[ ] (e)Credit card[ ]
8) Which of the following facilities is given more importance in your bank
(a)Loan facilities [ ] (b)O/D facilities[ ] (c)ATM facilities [
]
9) Does your bank have core banking facility for the customers
(a) Yes [ ] (b) No [ ]
10) When you think of your bank, what comes first in your mind?
(a)Personalised service [ ] (b)Wide branch network [ ]
(c)Customer service [ ] (d) Computerised banking [ ] (e) Core banking
[ ]
11) Do they charge unnecessarily for not maintaining minimum balance in your
account?
(a) Yes [ ] (b) No [ ]
12) Do you think your bank offers competitive interest rate?
(a) Yes [ ] (b) No [ ]
13) Do you use the service of alternative bank?

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 (a) Yes [ ] (b) No [ ]
14) What do you feel about overall service quality of your bank?
(a)Excellent [ ] (b)very good [ ] (c)good [ ] (d)average [ ] (e)poor [ ]

The following section is related to some of the specific questions on the bank’s services

MANAGING ACCOUNT
How satisfied are you with the way we:
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Handle your account efficiently,
without mistakes?
Apologise for any mistakes?
Explain charges clearly?
HANDLING QUERIES
How satisfied are you with:
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
The time taken by members of staff
to answer the telephone?
The way in which staff members
answer your call?
The clearness of the staff member's
voice?
The ease of reaching the person you
need to speak with?
How quickly your enquiry was
understood and responded to?

CUSTOMER SERVICE REPRESENTATIVES/TELLERS

In terms of the service you received from the customer service representatives/tellers, how
satisfied are you with the following?

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 Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Friendly and courteous manner
Knowledge of bank's products &
Services
Willingness to listen and respond to
your need
Fast and efficient service
Professional and attractive
appearance and Willingness to listen
and respond to your need
Recognition of you as valued
customer
SUPERVISORS/MANAGEMENT
In terms of the service you received from the Supervisors and Management of the branch,
how satisfied were you with the following?
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Friendly and courteous manner
Knowledge of bank's products &
Services
Willingness to listen and respond to
your need
Fast and efficient service
Professional and attractive
appearance Willingness to listen and
respond to your need
Recognition of you as valued
customer
Available to customers when needed

BRANCH FACILITIES
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Clean & well cared facilities
Efficient, no wait service
No long line ups at counter
Availability of information

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brochures
Pleasant & attractive decor
Automatic bank machines in
convenient locations
STATEMENTS AND DOCUMENTATIONS
Do you receive statements monthly?
a) Yes [ ] b) No [ ]

In terms of your expectations regarding mailed statements, please indicate your satisfaction
with the following:
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Sent out reliably and on time
Complete record of transactions
Accurate
Easy to read and understand

Have you experienced any of the following issues in the last six months?

Happened Complained about

A mistake on your account
Instructions not carried out
Your name or address misspelt on letters
A mistake with a standing order or direct debit
A disagreement about charges
Unhelpful staff

If you have complained, please tell us how satisfied you were with:
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
The way your complaint was
handled

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The person who sorted out your
complaint
The time taken to sort out your
complaint
The follow-up contact you received

TELEPHONE ENQUIRIES

Have you contacted your branch by phone in the last year?

a) Yes b) No

What was the reason for your most recent telephone contact with your branch?
a. Account information/balance [ ]
b. Confirmation of fund transfer [ ]
c. Rate inquiry [ ]
d. Bank hours/phone number/address [ ]
e. Complaint [ ]
f. Loan enquiry [ ]
g. Credit Card enquiry [ ]
h. Statement enquiry [ ]
i. Other [ ]

In terms of the service you expected from the telephone contact, please rate the following
criteria:
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Call handled promptly, not kept on
hold
Courteous and professional manner
Quickly connected to the right
person
Question or problem handled to
your satisfaction

FINAL REMARKS

Would you like to be contacted by a bank representative?

a) Yes [ ] b) No [ ]

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Would you recommend this bank to your friends, relatives, associates?
(a) Yes [ ] (b) No [ ]

Do you have any remarks you want to add concerning the service you have been receiving
at your branch?

Your over all opinion about this survey

(a)Satisfactory [ ] (b) Will yield result [ ] (c) looking forward for result [ ]

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Thank you for taking the time to fill in this survey.