Sample Questionnaire on Customer Satisfaction of Banks

Sample Questionnaire on Customer Satisfaction in Uttara Bank Ltd.

This questionnaire is administered to find out your satisfaction level in using the banks 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 UBL caters all your banking needs?(a) Yes [ ](b) No [ ]6) For the past how many years are you using the UBLs services? 7) What kind of account do you maintain in Uttara 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 UBL(a)Loan facilities [ ](b)O/D facilities[ ] (c)ATM facilities [ ]9) Does Uttara 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 Uttara 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 banks servicesMANAGING ACCOUNTHow satisfied are you with the way we:Very SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Handle your account efficiently, without mistakes?

Apologise for any mistakes?

Explain charges clearly?

HANDLING QUERIES How satisfied are you with:Very SatisfiedSatisfiedNeutralDissatisfiedVery 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/TELLERSIn terms of the service you received from the customer service representatives/tellers, how satisfied are you with the following?

Very SatisfiedSatisfiedNeutralDissatisfiedVery 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/MANAGEMENTIn terms of the service you received from the Supervisors and Management of the branch, how satisfied were you with the following?Very SatisfiedSatisfiedNeutralDissatisfiedVery 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 FACILITIESVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Clean & well cared facilities

Efficient, no wait service

No long line ups at counter

Availability of information brochures

Pleasant & attractive decor

Automatic bank machines in convenient locations

STATEMENTS AND DOCUMENTATIONSDo you receive statements monthly?a) Yes [ ]b) No [ ]

In terms of your expectations regarding mailed statements, please indicate your satisfaction with the following:Very SatisfiedSatisfiedNeutralDissatisfiedVery 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?

HappenedComplained 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 SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

The way your complaint was handled

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) Yesb) 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 SatisfiedSatisfiedNeutralDissatisfiedVery 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 [ ]

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.1