Name__________ Contact number_____________ E-mail

ID____________________________
Institution Name_____________________________________
Type______________________
a. Kindly name any three banks.
1. _____________________ 2. _____________________ 3. _______________________
b. Are you banking with HDFC Bank?
o
o

Yes
No

c. Which is your primary bank? ______________________________________________

d. What products/services do you avail from other banks that HDFC does not
provide?
1. _____________________ 2. _____________________ 3. _______________________
e. Fill the following satisfaction survey for your bank by selecting the
relevant number where:
1= Very dissatisfied, 2= Dissatisfied, 3=Neutral, 4=Satisfied, 5= Very
Satisfied
S.N
o.
R1
R2
R3
R4
R5
R6
A1
A2
A3
A4
T1
T2
T3
T4
T5
T6
E1
E2
E3
Re1
Re2
Re3
S

Item
Ability to meet specifications/commitments
Ability to work right the first time
Overall Convenience (Bank location, ATMs, in
availing services, obtaining information)
Accuracy/Consistency in delivery of services
Effectiveness of grievance redressal system
Robustness/ Reliability of products/services
Information provided to you (By Personnel/Online)
Security of transactions
Trustworthiness of products/services
Courtesy/Politeness of personnel
Quality of Products and services
Technological advancement
Ease of use
Pricing
Bank Appearance/facilities
Understandable pamphlets/materials/online
platform
Reachability of personnel
Personalised attention
Attitude/Behaviour of staff
Timely execution/delivery of services/products
Timely redressal of grievances/problems
Willingness of personnel to support/help
Overall satisfaction with your bank

f. Fill the following survey by selecting the relevant number where:

1= Very unlikely, 2= Unlikely, 3= Neutral, 4= Likely, 5= Very Likely
S.N
o
L1
L2
L3

Item

Likelihood to change your bank

Likelihood to recommend HDFC Bank to others
Likelihood to become a customer of HDFC Bank (if
you are not an existing customer)

g. Online Channels
1. Which of the following Digital services by HDFC are you aware of?
Chillr
PayZapp
eNet
Net Banking
Payment Gateway

Mobile Banking
SMS Banking
Smart Hub
All of the above

2. Which of the following Digital services by HDFC are you using?

Chillr
PayZapp
eNet
Net Banking
Payment Gateway

Mobile Banking
SMS Banking
Smart Hub
All of the above

3. If you are a user, rate the overall satisfaction level of these services where:
1= Very dissatisfied, 2= Dissatisfied, 3=Neutral, 4=Satisfied, 5= Very Satisfied
Service
Chillr
PayZapp
eNet
Net Banking
Mobile Banking
SMS Banking
Smart Hub
Payment
Gateway

h. Fill the following survey by selecting the relevant number where:

1= Very irrelevant, 2= Irrelevant, 3=Neutral, 4= Relevant, 5= Very

Relevant
S.N
o.
C1

Item

How relevant is the availability of customised

banking solutions for education institutions?

i. Are you receiving any customised banking solutions as a client from education
sector? (Yes/No)
j. Which customised banking solutions should be provided to the education
institutions?
1. _____________________ 2. _____________________ 3. ______________________
k. Fill the following survey by selecting the relevant number where:
1= Very unlikely, 2= Unlikely, 3= Neutral, 4= Likely, 5= Very Likely
S.N
o
C2

Item
How likely are you to associate with a bank that
provides customised solutions to the education
sector?

Demographics
1. Gender
o
o

Male
Female

2. Age
o
o
o
o
o

Below 25
25-35
35-45
45-55
55 and above

3. Annual household income

o
o
o
o

<= 5 Lac
5-10 Lac
10-20 Lac
20 Lac and above

4. Educational Qualification
o
o
o

High school or less

Graduate
Post Graduate

5. Occupation

o
o
o

Salaried
Self-employed
Retired