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?

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

Sample - Bank Customer Survey

XXX Branch Service
Dear Customer,

We want to offer the best service of any bank, but we need your help.

Only you can tell us if the customer service you receive at your branch is up to your
standards, which is why we regularly ask our customers for their opinions. We would
appreciate it very much if you would take a few minutes and complete this
questionnaire on branch service. Your response will be kept in strict confidence.

The information we receive is valuable in showing us where our service can be

improved and where we are doing well.

We share your desire for the best customer service. Thank you very much for your
assistance in helping us deliver it to you.

VISITS TO BRANCH
1.
I use the branch of XXX BANK located at:
1.

1.
Have you visited your branch in the last year?
2.

Ye N
s o

1. Approximately how many times have you visited your branch in last 3
3. months:

CUSTOMER SERVICE REPRESENTATIVES/TELLERS

2. In terms of the service you received from the customer service
1. representatives/tellers, how satisfied were you with the following?
 N Dis
Very Sat
eu sati
satisfi isfi Very dissatisfied
tr sfie
ed ed
al d

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. In terms of the service you recieved from the Supervisors and
1. Management of the branch, how satisfied were you with the following?

N Dis
Very Sat
eu sati
satisfi isfi Very dissatisfied
tr sfie
ed ed
al d

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. How satisfied were you with the following aspects of the branch
1. facility?

N Dis
Very Sat
eu sati
satisf isfi Very dissatisfied
tr sfie
ied ed
al d

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. Do you receive statements monthly?
1.

Ye N
s o

5. In terms of your expectations regarding mailed statements, please

2. indicate your satisfaction with the following.

Dis
Very Sat Ne
sati
satisfi isfi utr Very dissatisfied
sfie
ed ed al
d

Sent out reliably and on

time

Complete record of
transactions

Accurate

Easy to read and

understand

LOAN/MORTGAGES
6. Have you applied for credit (a loan, line of credit or mortgage) in the
1. last year?

Ye N
s o
6. In terms of the service you recieved from the lending officer(s), how
2. satisfied were you with the following?

N Dis
Very Sat
eu sati
satis isfi Very dissatisfied
tr sfie
fied ed
al d

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. In terms of the service you received from the Bank's mutual funds
1. representatives, please rate the following criteria.

N Dis
Very Sat
eu sati
satis isfi Very dissatisfied
tr sfie
fied ed
al d

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.
Have you contacted your branch by telephone in the last year?
1.

Ye N
s o

8. Approximately how often do you contact the branch by telephone in a

2. year?

10-
Neve 1-3 4-9
19 20 or more times
r times times
times
8. What was the reason for your most recent telephone contact with your
3. branch?

Account Confirmation of fund

information/balance transfer

Rate inquiry Bank hours/phone

number/address

Loan enquiry Statement enquiry

Complaint Credit Card enquiry

Other

8. In terms of the service you expected from the telephone contact,

4. please rate the following criteria.

N Dis
Very Sat
eu sati
satisf isfi Very dissatisfied
tr sfie
ied ed
al d

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.
Would you like to be contacted by a bank representative?
1.

Ye N
s o

9.
Would you recommend this branch to a friend or business associate?
2.

Ma
Yes No
ybe

9.
Why would you not recommend this branch?
3.

9. Do you have any remarks you want to add concerning the service you
4. have been receiving at your branch?
9. Your complete satisfaction is very important to us. Would you like
5. someone from the bank to contact you?

No Yes
thanks please

9.
Your contact Information
6.

optional

Your Name:

Phone
number:

Start Over

This is model questionnaire on customer satisfaction in banking service.

A survey On Customer Satisfaction In Banking Services

1. Name :

2. Address :

3. Occupation :

4. Annual Income :

5. Name of your 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?

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 conduct any recreation facilities for the customers
(a) Yes (b) No
11. Does your bank have listed its share in stock exchange
(a) Yes (b) No (c)Not Aware

12. Does your bank have core banking facility for the customers
(a) Yes (b) No

13. Do they charge unnecessarily for not maintain minimum balance in

your account
(a) Yes (b) No

14. Does your bank offers competitive service charges

(a) Yes (b) No

15. Do you think your bank offers competitive interest rate

(a) Yes (b) No

16. Do you use the service of alternative bank

(a) Yes (b) No

17. What do you feel about overall service quality of your

bank.
(a)Excellent (b)very good (c)good (d)average (e)poor

18. Would you recommend this bank to your friends,relatives,

associates
(a) Yes (b) No

19. When do you think of your bank what comes first in your mind
(a)Personalised service (b)Wide branch network (c)Customer
service (d)computerised banking (e)Core banking

20. Your over all opinion about this survey

(a)Satisfactory (b)Will yield result (c)looking forward for result

State bank
State Bank of India
 CUSTOMER SERVICES - CLIENT SURVEY QUESTIONNAIRE

Providing excellence in customer service and satisfaction is important to us.

Please help us improve our services to you by rating the service that you currently
receive from us.
5 = Excellent 4 = Good 3 = Average 2 = Poor 1 = Very Poor
(Tick the boxes where appropriate)
Services Provided 5 4 3 2 1

Services / Products were well explained.

5 4 3 2 1

Service is always provided in a timely manner.

5 4 3 2 1

Staff members are helpful.

5 4 3 2 1

Staff Member 5 4 3 2 1

Took time to understand my needs.

5 4 3 2 1

Explained the products well.

5 4 3 2 1

The information given was clear and easy to understand.

5 4 3 2 1

I was treated in a friendly, courteous and helpful manner.

5 4 3 2 1

Communications and After-Care 5 4 3 2 1

Letters and Brochures are easy to understand.

5 4 3 2 1

I am kept up to date with the status of my accounts.

5 4 3 2 1

My queries are attended promptly and response is received to my

satisfaction.
5 4 3 2 1

Products 5 4 3 2 1

Fixed-Deposit Schemes
5 4 3 2 1

Savings Account
5 4 3 2 1

Current Account
5 4 3 2 1

Easy Access Account

5 4 3 2 1
SBI Express
5 4 3 2 1

Drafts
5 4 3 2 1

YES

Does the product/s selected by you above meet your requirements?

E-mail

How did you hear about our Bank / our Products:

Your Details (Optional)*

Name:
Address:

* The information collected herein is intended solely for the purpose of our internal data analysis usage in compliance with the Data Protection Act 1998.

* THANK YOU FOR YOUR TIME *

Send me a copy
Submit

Online Banking

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HSBC Express Banking Channels Customer Satisfaction Questionnaire

We believe that your comments and Bank Preference

recommendations will guide us for a The bank you work with the most
better service. Thank you for giving the
time to answer this questionnaire.
Please remember to fill in your name HSBC Other
and contact information.
Telephone Banking Reason(s) to prefer the bank work
with the most
How would you describe your Fast and
views about Customer Service Friendly service flawless
Representatives? service
(1:Not satisfied/2:Satisfied/3:Very Low fees and Salary
satisfied) commissions payments
1 2 3 Variety of
High revenue
products
Call answering time Financial
High limit
consultance
Flawless/correct operations Customer
Speed of conducting Credit Card Service
operations Representative
Knowledge about products Other ((Please state))
and services
Understanding and
replying queries correctly
Communication
skills/positive approach
General assessment about
the service
Your Comments and Recommendations
for
How would you descrive your
views about Integrated Voice Reply
(IVR) system?
(1:Not satisfied/2:Satisfied/3:Very
satisfied)
1 2 3
Understandable menu
Sufficient choice of
transactions
User-friendliness
General assessment about
the service

Internet Banking

How would you describe your

views about Internet Banking services?
(1:Not satisfied/2:Satisfied/3:Very
satisfied)
1 2 3
Page setup/Menu flow

Ease of use/navigation

Speed of page loading

Content and sufficience

Variety of transactions

Visual design
General assessment about
the service

ATM Banking

How would you describe your

views about ATM Banking services?
(1:Not satisfied/2:Satisfied/3:Very
satisfied)
1 2 3
ATM network distribution

Continuous service

Variety of transactions

Easy of screen use

General assessment about
the service

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