Bank XYZ Sample Questionnaire Form

Your account with bank XYZ is located at

Have you been to your account branch in the past 6 months?

Yes

No

Rate the following services as either

Very satisfying

Average

Unsatisfactory

1. i.      Services offered in the bank2. ii.      The attendants knowledge on services and products offered by the bank3. iii.      The bank’s staff willingness to listen and assist4. iv.      The speed of attending to your needs by the bank’s staff members5. v.      The speed of issuing checks6. vi.      Professionalism in handling transactions7. vii.      Effective communication8. viii.      Professionalism in dressing9. ix.      Courtesy and friendliness10. x.      Availability

How many times do you contact your branch in a year?

At least 1 to 3 times_______________

At least five times________________

Uncountable times________________

What is your preferred mode of contacting your branch?

Online Banking Questionnaire Sample

1. Since how long are you using the online banking system provided by our bank? 1. Below 1 month2. 1 – 6 months3. 6 months – 1 year4. Above 1 year

1. What is the major purpose for which you use the online banking? 1. Online Ticket Booking2. Online Bill Payments3. Balance Check4. Request for a cheque book5. Others. Please specify ___________________________

1. Have you ever used the third party transfer of the online banking? 1. Yes2. No

If Yes, for how many times during the last 1 year?

1. Only once2. 1 – 3 times3. 3 – 5 times4. More than 5 times

1. Do you think that the third party transfer system in particular and the entire online banking web site provides you enough security?

1. Yes2. No

If No, please provide your inputs how can the same be bettered.

________________________________________________________________________________________________________

1. Have you ever visited your bank branch since the time you started using online banking? 1. Yes2. No

Sample - Bank Customer Survey

XXX Branch Service

Dear Customer,

We want to offer the best service of any bank, but we need your help.

Only you can tell us if the customer service you receive at your branch is up to your standards, which is why we regularly ask our customers for their opinions. We would appreciate it very much if you would take a few minutes and complete this questionnaire on branch service. Your response will be kept in strict confidence.

The information we receive is valuable in showing us where our service can be improved and where we are doing well.

We share your desire for the best customer service. Thank you very much for your assistance in helping us deliver it to you.

VISITS TO BRANCH

1.1.  

I use the branch of XXX 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, how satisfied were you with the following? 

Very

satisfiedSatisfied Neutral Dissatisfied

Very dissatisfied

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 and attractive appearance

SUPERVISORS/MANAGEMENT

3.1.  

In terms of the service you recieved from the Supervisors and Management of the branch, how satisfied were you with the following? 

Very satisfied

Satisfied Neutral DissatisfiedVery

dissatisfied

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 and attractive appearance

Available to customers when needed

BRANCH FACILITIES

4.1.  

How satisfied were you with the following aspects of the branch facility? 

Very

satisfiedSatisfied Neutral Dissatisfied

Very 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 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 Satisfied Neutral Dissatisfied Very dissatisfied

Sent out reliably and on time

Complete record of transactions

Accurate

Easy to read and understand

LOAN/MORTGAGES

6.1.  

Have you applied for credit (a loan, line of credit or mortgage) in the last year? 

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 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

Recognition of you as valued customer

Available to customers when needed

Offer of other services or alternative means to meet your needs

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 DissatisfiedVery

dissatisfied

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

TELEPHONE INQUIRIES

8.1.  

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

Yes

No

8.2.  

Approximately how often do you contact the branch by telephone in a year? 

Never 1-3 times 4-9 times 10-19 times 20 or more times

8.3.  

What was the reason for your most recent telephone contact with your branch? 

Account information/balance Confirmation of fund transfer

Rate inquiry Bank hours/phone number/address

Loan enquiry Statement enquiry

Complaint Credit Card enquiry

Other

8.4.  

In terms of the service you expected from the telephone contact, please rate the following criteria. 

Very

satisfiedSatisfied Neutral Dissatisfied

Very 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

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? 

9.5.  

Your complete satisfaction is very important to us. Would you like someone from the bank to contact you? 

No thanks Yes please

9.6.  

Your contact Information 

optional

Your Name:

Phone number:

Start Over

This is model questionnaire on customer satisfaction in banking service.

A survey On Customer Satisfaction In Banking Services

1. Name :

2. Address :

3. Occupation :

4. Annual Income :

5. Name of your Bank:

6. Do you think that your bank caters all your banking needs?(a) Yes (b) No

7. For the past how many years you have account with this bank?

8. What kind of account do you maintain in this bank?(a)Current (b)Savings (c)Loan a/c (d)Demat (e)Credit card

9. Which of the following facilities is given more importance in your bank(a)Loan facilities (b)O/D facilities (c)ATM facilities

10. Does your bank conduct any recreation facilities for the customers(a) Yes (b) No

11. Does your bank have listed its share in stock exchange(a) Yes (b) No (c)Not Aware

12. Does your bank have core banking facility for the customers(a) Yes (b) No

13. Do they charge unnecessarily for not maintain minimum balance in your account(a) Yes (b) No

14. Does your bank offers competitive service charges(a) Yes (b) No

15. Do you think your bank offers competitive interest rate(a) Yes (b) No

16. Do you use the service of alternative bank(a) Yes (b) No

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

bank.(a)Excellent (b)very good (c)good (d)average (e)poor

18. Would you recommend this bank to your friends,relatives, associates(a) Yes (b) No

19. When do 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

20. Your over all opinion about this survey(a)Satisfactory (b)Will yield result (c)looking forward for result

State bankState Bank of India

CUSTOMER SERVICES - CLIENT SURVEY QUESTIONNAIRE

Providing excellence in customer service and satisfaction is important to us.

Please help us improve our services to you by rating the service that you currentlyreceive from us.

5 = Excellent 4 = Good 3 = Average 2 = Poor 1 = Very Poor(Tick the boxes where appropriate)

Services Provided 5 4 3 2 1

Services / Products were well explained.5 4 3 2 1

Service is always provided in a timely manner.5 4 3 2 1

Staff members are helpful.5 4 3 2 1

Staff Member 5 4 3 2 1

Took time to understand my needs.5 4 3 2 1

Explained the products well.5 4 3 2 1

The information given was clear and easy to understand.5 4 3 2 1

I was treated in a friendly, courteous and helpful manner.5 4 3 2 1

Communications and After-Care 5 4 3 2 1

Letters and Brochures are easy to understand.5 4 3 2 1

I am kept up to date with the status of my accounts.5 4 3 2 1

My queries are attended promptly and response is received to my satisfaction. 5 4 3 2 1

Products 5 4 3 2 1

Fixed-Deposit Schemes5 4 3 2 1

Savings Account5 4 3 2 1

Current Account5 4 3 2 1

Easy Access Account5 4 3 2 1

SBI Express5 4 3 2 1

Drafts5 4 3 2 1

Does the product/s selected by you above meet your requirements?

How did you hear about our Bank / our Products:

Your Details (Optional)*

Name: Address:

* The information collected herein is intended solely for the purpose of our internal data analysis usage in compliance with the Data Protection Act 1998.

* THANK YOU FOR YOUR TIME *

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HSBC Express Banking Channels Customer Satisfaction Questionnaire

 

We believe that your comments and recommendations will guide us for a better service. Thank you for giving the time to answer this questionnaire. Please remember to fill in your name and contact information. Telephone Banking

  How would you describe your views about Customer Service Representatives?(1:Not satisfied/2:Satisfied/3:Very satisfied)    1   2   3

Call answering time

Flawless/correct operations

Speed of conducting operationsKnowledge about products and servicesUnderstanding and replying queries correctlyCommunication skills/positive approachGeneral assessment about the service

  How would you descrive your views about Integrated Voice Reply (IVR) system?(1:Not satisfied/2:Satisfied/3:Very

Bank PreferenceThe bank you work with the most

HSBC  Other   

  Reason(s) to prefer the bank work with the most

Friendly serviceFast and flawless service

Low fees and commissions

Salary payments

Variety of products

High revenue

Financial consultance

High limit

Credit CardCustomer Service Representative

Other ((Please state))

 Your Comments and Recommendations for

satisfied)    1   2   3

Understandable menu

Sufficient choice of transactions

User-friendliness

General assessment about the service

 Internet Banking

  How would you describe your views about Internet Banking services?(1:Not satisfied/2:Satisfied/3:Very satisfied)    1   2   3

Page setup/Menu flow

Ease of use/navigation

Speed of page loading

Content and sufficience

Variety of transactions

Visual design

General assessment about the service

 ATM Banking

  How would you describe your views about ATM Banking services?(1:Not satisfied/2:Satisfied/3:Very satisfied)    1   2   3

ATM network distribution

Continuous service

Variety of transactions

Easy of screen use

General assessment about the service