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RESEARCH INFORMATION

Please answer the following questions in respect of CRM Methods, strategies,


customer retention and customer valuation.
1. Name: ___________________________________
2. Occupation: _______________________________
3. Annual Income

Below 3 lacs
3-7 lacs
7-15 lacs
15 lacs and above

4. Do you have a bank account?

Yes
No

5. You have account in


a) Private Bank
b) Public 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?
A) Less then 1 year
B) 1-4 years
C) 5-10 years
D) More then 10 years
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 have listed its share in stock exchange ?
(a) Yes
(b) No
(c)Not Aware
11. Does your bank have core banking facility for the customers?
(a) Yes
(b) No
12. Do they charge unnecessarily for not maintain minimum balance in your
account?
(a) Yes
(b) No
13. Does your bank offers competitive service charges?
(a) Yes
(b) No
14. Do you think your bank offers competitive interest rate?
(a) Yes
(b) No

15.In your view, does your bank practice the concept of Customer relationship
management (CRM) ?
YES
NO

16. What device does your bank use for maintaining relationships with long-term
customers? Please put ()
Electronic
Manual

17. Which channel(s) in the following category does your bank select to build
relationships with you? Please rank on a scale of 1 to 5 from low to high.

Category Rank
Face to Face
Phone Link
Mail(Letters)
Electronic Mail and Text Messages
Fax

18. How frequently does your bank contact you for maintaining relationships?
Please Put Tick Mark
Occasionally
Once in a month
Once in a week
Daily
Others
19. Comment on the following statements by choosing any one option.
SA-Strongly Agree, A-Agree, N-Neutral, D-Disagree, SD- Strongly Disagree

S A N D S
A D
The staff at my bank is friendly and polite
I often do transactions with my bank
My bank keeps communicating new schemes that come up
Doing any transaction with the bank is easy and hassle
free
The customer service executives readily answer my
queries
I am satisfied with my bank
I want to change my bank
My bank provides many financial services at a low price

20. What do you feel about overall service quality of your bank?
(a)Excellent
(b)very good
(c)good
(d)average
(e)poor
21. Would you recommend this bank to your friends, relatives, associates?
(a) Yes
(b) No