Sample Bank Customer Satisfaction Questionnaire

Name: ______________

Account number: ___________

Account type: _________

Address: ___________________

Residential contact number: _____________ Mobile number:

_______________

Email id: _________________

1. How satisfied are you with the services provided by the bank?

a) Very satisfied

b) Satisfied

c) Somewhat satisfied

d) Dissatisfied

2. Do you feel that the procedure to open an account with the bank was
difficult?

a) Yes, to a certain extent

b) No, it was easy

3. Do you always get prompt service whenever you visit the branch?
a) Always

b) Often

c) Sometimes

d) Rarely

e) Never

4. Do you agree that minimum account limit is not high and easy to maintain?

a) Strongly agree

b) Agree

c) Somewhat agree

d) Disagree

e) Strongly disagree

5. Are you satisfied with your financial transactions with the bank?

a) Very satisfied

b) Satisfied

c) Somewhat satisfied

d) Dissatisfied

6. According to you which service provided by the bank is best?

_________________________
7. Would you like suggest any changes or improvement in any service or any
feature of the bank?

___________________________

Sample Customer Service Questionnaire Template

Name of customer:
_____________________________________________________
___

Account number:
_____________________________________________________
____

Name of bank branch:

_____________________________________________________

How long have you had an account with our bank?

_____________________________________________________
___________________

How many times would you say you frequent our bank in a month?

1-2
_____________________________________________________
_______________

3-5
_____________________________________________________
_______________
6-8
_____________________________________________________
_______________

10+
_____________________________________________________
_______________

Rate the following services offered at our bank using 5-excellent, 4-good, 3-
average, 2-poor, and 1-very poor.

Information and customer query services:

______________________________________

ATM withdrawal services:

__________________________________________________

Cashier withdrawal services:

________________________________________________

Credit card services:

_____________________________________________________
__

Direct debit services:

___________________________________________________

Bill payments services:

____________________________________________________

Loans desk:
_____________________________________________________
________
Complaints desk:
_____________________________________________________
____

How would you generally describe our staff at the bank?

Friendly:
_____________________________________________________
___________

Rude:
_____________________________________________________
_____________

Caring:
_____________________________________________________
____________

Polite:
_____________________________________________________
_____________

Ill- mannered:
_____________________________________________________
_______

Unprofessional:
_____________________________________________________
_____

Incompetent:
_____________________________________________________
_______
Helpful:
_____________________________________________________
___________

Please describe an instance where our staff was not helpful in dealing with a
complaint you had.

_____________________________________________________
_____________________________________________________
______________________________________

What would you recommend in order for us to improve our services?

____________________________________________________

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 bank
2. ii.      The attendants knowledge on services and products offered by the
bank
3. iii.      The bank’s staff willingness to listen and assist
4. iv.      The speed of attending to your needs by the bank’s staff members
5. v.      The speed of issuing checks
6. vi.      Professionalism in handling transactions
7. vii.      Effective communication
8. viii.      Professionalism in dressing
9. ix.      Courtesy and friendliness
10. 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?

By telephone_________________________

Through email________________________

Going to my branch physically___________

Does the branch always grant you your request?

For what reasons do you most contact your account branch?

Account balance____________________

Loan inquiry_______________________

Complaints________________________

Confirming fund transfers____________

Inquiries about my credit card_________

Other reasons (specify) ______________

…………………………….

Online Banking Questionnaire Sample

1. Since how long are you using the online banking system provided by our
bank?
1. Below 1 month
2. 1 – 6 months
3. 6 months – 1 year
4. Above 1 year
1. What is the major purpose for which you use the online banking?
1. Online Ticket Booking
2. Online Bill Payments
3. Balance Check
4. Request for a cheque book
5. Others. Please specify ___________________________
1. Have you ever used the third party transfer of the online banking?
1. Yes
2. No
If Yes, for how many times during the last 1 year?

1. Only once
2. 1 – 3 times
3. 3 – 5 times
4. 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. Yes
2. 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. Yes
2. No
If yes, please mention the specific reasons for which you required to visit the
branch despite of the online banking facility-

_____________________________________________________
_____________________________________

1. Is there any changes or improvements which you would like to see in

our online banking system?

Questionnaire Template for Customer Service in a Bank

PERSONAL DETAILS
Surname                                 Middle name              Last name

_______________                 ______________       
_________________

Address   ___________________________

Age        ____________________________

What is your employment status?

Permanently employed _______      Employed Part time

_________                             Self Employed _________            
Unemployed    __________     Student ________

Are you a customer with our bank?

Yes    _________               No   __________

If answer is ‘yes’ above give your account details

Type of account

Savings ___________      Current     ___________    Joint _________

Business ___________

Account no.  ________________________

How long have you been a customer with the bank?

Less than a year _________

Between 1- 5 years    ____________

Between 5- 10 years   ____________

More than 10 years   ________

Please answer Yes / No to the following questions:

Are the bank’s customer care services efficient?

______________________________

Are our customer care representatives courteous?

___________________________________

Give suggestions for areas that need improvement:

_____________________________________________________
__________
_____________________________________________________
__________

Are there enough customer care representatives in our bank?

___________________________________

Are the customer care representatives efficient?

_______________________________________

Based on your experience from our customer service department, would you
recommend our bank to your friends and relatives?