Bank Customer Survey

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?

Ye No
s

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 Sati Ne Diss
satisfie sfie utr atisfi Very dissatisfied
d d al ed
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 Sati Ne Diss
satisfie sfie utr atisfi Very dissatisfied
d d al ed
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 Sati Ne Diss
satisfie sfie utr atisfi Very dissatisfied
d d al ed
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?

Ye No
s

5.2. In terms of your expectations regarding mailed statements, please indicate your
satisfaction with the following.
Ne Diss
Very Satis
utr atisfi Very dissatisfied
satisfied fied
al ed
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?

Ye No
s

6.2. In terms of the service you recieved from the lending officer(s), how satisfied were you
with the following?
Very Sati Ne Diss Very dissatisfied
 satisfi sfie utr atisf
ed d al ied
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 Sati Ne Diss
satisfi sfie utr atisf Very dissatisfied
ed d al ied
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?

Ye No
s

8.2.
Approximately how often do you contact the branch by telephone in a year?
1-3 4-9 10-19
Never 20 or more times
times times 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 Sati Ne Diss
satisfie sfie utr atisfi Very dissatisfied
d d al ed
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?

Ye No
s

9.2.
Would you recommend this branch to a friend or business associate?
May
Yes No
be

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:

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