Bank Customer Service Survey

Name: __________________________________________ Company: ______________________________________

Social Security Number: ______________________ Date: ___________________ Location: ___________________

The Bank Customer Service Survey asks questions about your preferences. Please answer these questions according to how you
actually feel, instead of how you think you ought to feel, or how you think we want you to feel. It is important that you answer
every question with the answer that comes closest to your true preference most of the time.
Instructions: There are 72 questions on the Bank Customer Service Survey. You will answer each question on a 10-point
scale, choosing the number that comes closest to your true preference. There are two parts: Part 1 consists of 42 questions for
each of which you indicate the degree to which you “Agree” or “Disagree” with the statement. This allows you to indicate how
strongly you agree or disagree with the statement.
A Helpful Hint: Some questions may seem to be asking the same thing, but no two questions are exactly alike. Answer each
question with the response that comes closest to how you feel, most of the time. Do not think too long about each question; your
first response is usually the best one. Please be sure to answer every question.
Part 1. Use the following scale to answer questions in this part:

DISAGREE AGREE
1 2 3 4 5 6 7 8 9 10
Very Very
Totally Strongly Slightly Very Slightly Very Slightly Slightly Strongly Totally
Strongly Strongly
Disagree Disagree Disagree Disagree Agree Agree Agree Agree
Disagree Agree

1. People warm up to you quickly. 1 2 3 4 5 6 7 8 9 10

2. You are always happy with what you have. 1 2 3 4 5 6 7 8 9 10
3. You enjoy helping people solve their problems. 1 2 3 4 5 6 7 8 9 10
4. Once you learn about the services the bank offers, you feel you would be good at cross- 1 2 3 4 5 6 7 8 9 10
selling to bank customers.
5. You are comfortable speaking up when you have a question. 1 2 3 4 5 6 7 8 9 10
6. Most people see you as outgoing. 1 2 3 4 5 6 7 8 9 10
7. You never have bad thoughts. 1 2 3 4 5 6 7 8 9 10
8. When a customer has told you about a problem, it is important to say back to the customer 1 2 3 4 5 6 7 8 9 10
what you understand the problem to be.
9. People almost always respond to you in a positive way. 1 2 3 4 5 6 7 8 9 10
10. You enjoy helping others. 1 2 3 4 5 6 7 8 9 10
11. You are a competitive person. 1 2 3 4 5 6 7 8 9 10
12. You like to understand the reasons people behave the way they do. 1 2 3 4 5 6 7 8 9 10
13. Most people think of you as a warm and caring person. 1 2 3 4 5 6 7 8 9 10
14. No one has ever taken advantage of you. 1 2 3 4 5 6 7 8 9 10
15. If a customer has a problem, you are comfortable asking him or her questions in order to 1 2 3 4 5 6 7 8 9 10
help solve the problem.
16. It is important that others think of you as a nice person. 1 2 3 4 5 6 7 8 9 10
17. You like to try to figure out what people really want. 1 2 3 4 5 6 7 8 9 10
18. You always take the time to plan and prepare before starting a task or project. 1 2 3 4 5 6 7 8 9 10
© Copyright 2002, 2003. Kurt G. Helm, Ph. D. All rights reserved.
Part 2.
Part 2 consists of 30 questions that are also answered on 10-point scales. The end points of each scale, or “anchors,” are labeled
differently, and change from question to question. Be sure to read the questions and the anchors at the ends of their ten-point
scales carefully before choosing an answer. Choose only one answer along the continuous scale for each question.
43. The more important the outcome of a decision, the more important that the decision be:
1 2 3 4 5 6 7 8 9 10
Compassionate and understanding Reasoned and logical
44. You analyze a problem or new situation carefully before talking about it.
1 2 3 4 5 6 7 8 9 10
Sometimes Usually
45. You would rather sit and watch people than go over and join them.
1 2 3 4 5 6 7 8 9 10
Agree Disagree

46. When you listen to a customer, it is important to listen well so that you can:
1 2 3 4 5 6 7 8 9 10
Respond appropriately Understand the situation

47. You tend to say what is on your mind before you have taken time to think about how it will sound to others.
1 2 3 4 5 6 7 8 9 10
Agree Disagree

48. Some people deliberately make things hard for you.

1 2 3 4 5 6 7 8 9 10
Agree Disagree

49. When faced with a difficult customer problem, it is better to be guided by:
1 2 3 4 5 6 7 8 9 10
Values Facts

50. Which of the following best describes you?

1 2 3 4 5 6 7 8 9 10
Spontaneous Organized

51. Angry people tend to intimidate you.

1 2 3 4 5 6 7 8 9 10
Agree Disagree

52. Making small talk and getting to know people is something you do because you have:
1 2 3 4 5 6 7 8 9 10
Learned how to do it Always enjoyed it

53. When you have a task to do, you like to just get started and let the task tell you what to do next.
1 2 3 4 5 6 7 8 9 10
Agree Disagree