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Survey on Customer Satisfaction in Banks Survey Questionnaire Name: Address: Dear Sir/Madam, We are the students of undergraduate program of Bangladesh University of Professionals. We are conducting a research work on the “customer satisfaction in banks” for our class room purpose. We would appreciate, if you kindly answer these questions to conduct the survey. The information provided here will not be used anywhere else rather than the class room purpose. Thank you for your cooperation. 1.1. I use the branch of BANK located at:

1.2. Have you visited your branch in the last year? Yes No

1.3. Approximately how many times have you visited your branch in last 3 months:

CUSTOMER SERVICE REPRESENTATIVES/TELLERS 2.1. In terms of the service you received from the customer service representatives/tellers,

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how satisfied were you with the following? Very satisfied Friendly and courteous manner Knowledge of bank's products & Services Willingness to listen and respond to your need Fast and efficient service Recognition of you as valued customer Professional appearance and attractive Satisfied Neutral Dissatisfied Very dissatisfied

SUPERVISORS/MANAGEMENT 3.1. In terms of the service you received from the Supervisors and Management of the branch, how satisfied were you with the following?

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Very satisfied Friendly and courteous manner Knowledge of bank's products & Services Willingness to listen and respond to your need Fast and efficient service Recognition of you as valued customer Professional appearance Available to customers when needed and attractive

Satisfied Neutral Dissatisfied

Very dissatisfied

BRANCH FACILITIES 4.1. How satisfied were you with the following aspects of the branch facility?

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Very satisfied Clean & well cared facilities Efficient, no wait service No long line ups at counter Availability brochures Pleasant & attractive decor Automatic bank machines in convenient locations of information

Satisfied Neutral Dissatisfied

Very dissatisfied

STATEMENTS AND MAILED DOCUMENTATION 5.1. Do you receive statements monthly? Yes No

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

LOAN/MORTGAGES 6.1. Have you applied for credit (a loan, line of credit or mortgage) in the last year?

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Yes

No

6.2. In terms of the service you recieved from the lending officer(s), how satisfied were you with the following? Very satisfied Friendly and courteous manner Knowledge of bank's products & Services Willingness to listen and respond to your need Fast and efficient service Recognition of you as valued customer Available to customers when needed Offer of other services or alternative means to meet your needs Satisfied Neutral Dissatisfied Very dissatisfied

MUTUAL FUNDS 7.1. In terms of the service you received from the Bank's mutual funds representatives, please rate the following criteria. Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied

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Friendly and courteous manner Knowledge of bank's mutual fund products & Services Willingness to listen and help identify your need Provide guidance and advices Recognition of you as valued customer Offer of other services or alternative means to meet your needs

MODERN BANKING 8.1 Telephone Banking How would you describe your views about Customer Service Representatives? Very satisfied Very dissatisfied

Satisfied Neutral Dissatisfied

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Call answering time Flawless/correct operations Speed of conducting operations Knowledge about products and services Understanding and replying queries correctly Communication skills/positive approach General assessment about the service

8.2 Internet Banking How would you describe your views about Internet Banking services? Very satisfied Page setup/Menu flow Ease of use/navigation

Satisfied Neutral Dissatisfied Very dissatisfied

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Speed of page loading Content and sufficiency Variety of transactions Visual design General assessment about the service

8.3 ATM Banking How would you describe your views about ATM Banking services? Very satisfied ATM network distribution Continuous service Variety of transactions

Satisfied Neutral Dissatisfied Very dissatisfied

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Easy of screen use General assessment about the service FINAL REMARKS 9.1. Would you like to be contacted by a bank representative? Yes No

9.2. Would you recommend this branch to a friend or business associate? Yes Maybe No

9.3. Why would you not recommend this branch?

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

INTERVIEWEE’S INFORMATION 10.1 Occupation: 10.3 Age: 10.5 Salary Range: 10.2 Designations: 10.4 Gender:

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