Questionnaire for Customer Banking with SBI

This questionnaire is administered only to seek information regarding your perception about the banks services. No part of this would be published in any forum. It is very confidential and only for project purpose. Kindly be free to answer few questions below. Help us to serve you better

Name: - Cell no-.Account No.. Sex:- (a) Male (b) Female Age:- (a) 20 to 30 (b) 30 to 40 (c) 40 to 50 (d) Above 50 Occupation (a) Business

(b) House Wife (c) Professional

(d) Student

(d) Employee

(e) Others. Educational Qualification (a)High School (b) Graduation (d) Others Income (per month) (a) Less than Rs.10, 000/(d) Above Rs. 50, 000/ Q1 How long you have been associated with SBI Banking Service? (a) 0-6 month (b) 6month-1 year (c) 1-2year (d) More than 2 year

(c) Post Graduation

(b) Rs. 10,000-20,000/

(c) Rs. 20,000/- to 50,000/

Q2 Do you avail any other (PSU or private) bank services? If yes please specify________________ (a) Yes (b) No

Q3 How many times in a Month do you visit SBI Bank? (a) 0 to 2 times (b) 3 to 5 times (c) More than 5 times Q4 What is the nature of transaction you have? (a)Depositor (b) Borrower (c) Both (d) others Please specify_________

Section A (Please fill if you are availing loan products)

Q5 Please rate the following as per your expectation. (1 means Expectation is not fulfilled - 5 means fulfilled). Factors Turnaround time Processing fee Low EMI Service charges High moratorium period Documentation No hidden charges Collaterals Loan amount Flexibility of interest Low margin 1 2 3 4 5

Q6 Does your product fulfill all that it promises? a) Yes b) no c) may be

Q7 Do you want any change in your product specifications, if yes please specify____________________

(a)Yes

b) no

c) may be

Q8 How far do you think your expectation for the product is fulfilled? a) Completely b) partially c) average d) below average e) didnt fulfill

Q9 Do you want to change the existing product to another one? (a)Yes b) no c) may be

Q10 Who influenced you to avail this product of SBI? (a) Family Member (b) Friends (c) Advertisement (d) Others.

Q11 Why do you prefer this product? (a) Personal needs (b) For Business (c) For Safety (d) Others..

Q12 How do you rate this product of SBI over others? (a)very good (b) good (c) average (d) bad (e) worst

Q13 How often have you faced any kind of service failure? a) Very Often b) often c) rarely d) very rarely e) never

Q14 Had it been resolved quickly? a) Yes b) no

c) may be

Q15 Will you recommend your peers to go for this Product? (a)Yes b) no c) may be

Q16 Are you aware of alternate channels? (a) Yes (b) No

Q17 Which one of the following do you use?( can mention more than one) (a) ATM (b) Credit card (c) Internet banking or corporate banking (d) Green channel counter (e) cash deposit machines (f) Pass book update machines (g) Point of sales Q18 Which of the bank products Most suits you? (a) Personal Loan (b) Business Loan (c) Home Loan (d) Educational Loan (e) others please specify_________________

Q19 Are you aware of other products like Mutual funds and Insurance? If yes which one you currently availing. (a) Yes (b) NO Q20 What are the reasons for not using these products? (a) Less knowledge (b) Market is volatile (c) No certainty in fixed amount of return (d) others. Please specify____________________

Any suggestions from your side is welcomed

Section B (Please fill if you are availing deposit products)

Q5 Rank the following factors according to your expectation for the services provided by your service provider. (1 Being lowest and 5 being highest). SL NO 1 2 3 4 5 Factors Explains all terms clearly High-speed access Staff are considerate
Choice of payment methods

Convenient location Protects personal information Provides most up-todate and accurate information Easy to find the correct information Nice and clean environment Good queuing system Average quarterly balance Up to date bank statement

10

11

12

Q6 Does your product fulfill all that it promises? a) Yes b) no c) may be

Q7 Do you want any change in your product specifications, if yes please specify____________________

(a)Yes

b) no

c) may be

Q8 How far do you think your expectation for the product is fulfilled? a) Completely b) partially c) average d) below average Q10 Who influenced you to avail this product of SBI? (a) Family Member (b) Friends (c) Advertisement (d) Others. e) didnt fulfill

Q11 Why do you prefer this product? (a) Personal needs (b) For Business (c) For Safety (d) Others..

Q12 How do you rate this product of SBI over others? (a)very good (b) good (c) average (d) bad (e) worst

Q14 How often have you faced any kind of service failure? b) Very Often b) often c) rarely d) very rarely e) never

Q15 Had it been resolved quickly? b) Yes b) no

c) may be

Q16 Which of the bank products suits you? (a) Fixed deposit (b) Recurring deposit (c) Savings deposit (d) Current account Q17 Will you recommend your peers to go for this Product? (a)Yes b) no c) may be

Q18 Are you aware of other products like Mutual funds and Insurance? If yes which one you currently availing. __________________________________ (b) Yes (b) NO

Q19 What are the reasons for not using these products? (b) Less knowledge (b) Market is volatile (c) No certainty in fixed amount of return (d) others. Please specify____________________ Q20 What is your overall rating of the SBI bank? (a) Very Good (b) Good (c) Average (d) Bad (e) Poor Any suggestions you have are welcomed

....Thank You..