quwtionaire on satisfaction in banks

Sample Questionnaire on Customer Satisfaction in Banks

This questionnaire is administered to find out your satisfaction level in using the bank’sservices. The bank is grateful to you for availing its services and through this survey, we intendto 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?

(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 [ ]

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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

Satisfied Neutral Dissatisfied Very

DissatisfiedHandle your account efficiently,

without mistakes?

Apologise for any mistakes?Explain charges clearly?

HANDLING QUERIES

How satisfied are you with:

VerySatisfied

Satisfied Neutral Dissatisfied VeryDissatisfied

The time taken by members of staff to answer the telephone?The way in which staff membersanswer your call?The clearness of the staff member'svoice?The ease of reaching the person youneed 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, howsatisfied are you with the following?

VerySatisfied


Friendly and courteous manner

Knowledge of bank's products &ServicesWillingness to listen and respond toyour need

2

Fast and efficient serviceProfessional and attractive appearanceand Willingness to listen and respond toyour 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?

VerySatisfied


Friendly and courteous manner

Knowledge of bank's products &ServicesWillingness to listen and respond toyour needFast and efficient service

Professional and attractive appearanceWillingness to listen and respond toyour needRecognition of you as valuedcustomerAvailable to customers when needed

BRANCH FACILITIES

VerySatisfied


Clean & well cared facilities

Efficient, no wait service

No long line ups at counter

Availability of information brochures

Pleasant & attractive decorAutomatic bank machines inconvenient locations

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STATEMENTS AND DOCUMENTATIONS

Do you receive statements monthly?

a) Yes [ ] b) No [ ]

In terms of your expectations regarding mailed statements, please indicate your satisfactionwith the following:

Very

Satisfied

Satisfied Neutral Dissatisfied Very

DissatisfiedSent out reliably and on timeComplete record of transactionsAccurateEasy 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:

VerySatisfied


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The way your complaint was handledThe person who sorted out yourcomplaintThe time taken to sort out yourcomplaintThe 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 followingcriteria:

VerySatisfied


Call handled promptly, not kept onholdCourteous and professional mannerQuickly connected to the right personQuestion or problem handled to yoursatisfaction

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FINAL REMARKS

Would you like to be contacted by a bank representative?a) Yes [ ] b) No [ ]

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.

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quwtionaire on satisfaction in banks

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