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

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? ______________________________________________________________________________ __________________________________________________________________

Internet Banking Questionnaire

banking

Click here if the survey is not working properly.

This survey is designed to understand Internet users perspectives on Internet banking, their experience with Internet banking, and their expectations on Internet banking services. Only summary measures and conclusions from this survey will be reported. Your participation in this survey is greatly appreciated.

How long have you been using the WWW? Less than 1 month 1 to 6 months 6 to 12 months More than 1 year

How many hours per week do you use your computer for fun/play? Less than 1 1 to 5 hours 5 to 10 hours 10 to 20 hours over 20 hours

How many hours per week do you use your computer for work? Less than 1 1 to 5 hours 5 to 10 hours

10 to 20 hours over 20 hours

How many hours per week do you use your computer for personal reasons? Less than 1 1 to 5 hours 5 to 10 hours 10 to 20 hours over 20 hours

Have you performed any of the following activities on-line? (Please check all that apply) Tax filing Purchased/sold financial product (e.g., stock, bonds) Neither of these

How frequently do you use telephone banking services per month (for example, balance inquiry, fund transfer between accounts)? Less than 1 1 to 3 times 3 to 8 times 8 to 12 times over 12 times

How frequently do you visit your bank branch per month?

Less than 1 1 to 3 times 3 to 8 times 8 to 12 times over 12 times

How frequently do you use an Automated Teller Machine (ATM) per month? Less than 1 1 to 3 times 3 to 8 times 8 to 12 times over 12 times

What is the main reason that you typically visit your bank branch (please choose the single most important reason)? to make a deposit to get advice for investment options to inquire about a balance to withdraw cash other

Have you purchased any product through WWW? Yes No

Approximately how many times have you purchased any product through the Internet in the last 12 months? Less than 1 1 to 3 times 3 to 8 times 8 to 12 times over 12 times

Please indicate your agreement/disagreement with each of the following statements.

Not Answ ered

I am willing to provide credit card and purchase information through

telephone.
Not Answ ered

I am willing to provide credit card and purchase information

through fax.
Not Answ ered

I am willing to provide credit card and purchase information

through WWW/e-mail. I am willing to provide credit card and purchase information over the Internet when this information is encrypted. I am willing to provide credit card information and personal information over the Internet to a Web vendor who is well known and reliable.
Not Answ ered
Not Answ ered

In the past five years, other than for geographical relocation, how many times have you switched to a different bank? Never 1 to 3 times 3 to 8 times over 8 times

Have you used (or are currently using) any off-the-shelf personal finance management software programs (such as Quicken, MS Money, or Meca software)? Yes No

If you answered Yes to the previous question, how long have you been a regular user of such software? Less than 1 month 1 to 6 months 6 to 12 months More than 1 year Not applicable (check here if you answered "No" above)

For your on-line banking, which of the following category best explains your situation? Your bank provides you with an application software program that operates on your PC. You then dial into the bank via modem, download data, and operate the program that is resident on your PC. You use a Web browser, but the actual banking software resides on the bank's server in the form of bank's home page. Don't use either of these/don't use on-line banking

Do you have a bank account for which you interact with your bank mostly through a WWW browser? (If yes, we refer to this type of bank account as an Internet bank account) Yes No

These questions were asked if the respondent answered "Yes" to the previous question. What is the name of bank you have an Internet bank account with?

Rather not say

What are the most important reasons you opened an Internet bank account? (Please prioritize the following list in the order of importance. 1: the most important 6: the least important) Please use each number only once.
Not Answ ered

Convenience (24 hours service, anywhere connectivity) Curiosity Better rates Safe and secure Low service charge Easy to maintain my banking transaction activity

Not Answ ered

Not Answ ered Not Answ ered Not Answ ered Not Answ ered

What banking services do you use which your Internet bank offers? (Please check all you are currently using)
Seeking product and rate information Calculate loan payment information Download loan applications Download personal bank transaction activity Check balances on-line Apply for consumer loans or credit cards online Inter-account transfers On-line bill payments Others Not Applicable

What is the percentage of your household monthly income you deposit to your Internet bank account?

% Don't know Not Applicable

What was the single most important reason that you chose this particular bank as your Internet bank? (please choose one)
I have a traditional bank account with the same bank The brand name of the bank The excellent service offered by this bank Others Not Applicable

In addition to your Internet bank account, do you also have a traditional bank account?
Yes No Not applicable

na

na

These questions were asked if the respondent answered "No" to having an Internet bank account. What are the main reasons that you have not opened an Internet bank account yet? (check all that apply) Under age Never heard of Internet banking Concerned about security Haven't taken time to open an account Don't see any real value in having this type of account Too new. I would like to see how it works, then I may open an account Not available through my bank

Others Not Applicable

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How likely is it that

you will open an Internet bank account within the next 12 months?
Very Unlikely Somewhat Unlikely Neither Unlikely nor Likely Somewhat Likely Very Likely Not applicable

These questions were asked of all respondents. For your choice of an Internet bank, please indicate how much each of the following factors (were) are important for you:
Not Answ ered

Better rate and lower service charge

Not Answ ered

Bank familiarity Bank location (geographic) The size of bank (in terms of asset) Security of Transaction Convenience (24 hours service from anywhere) Quick service (transaction completed in seconds

Not Answ ered

Not Answ ered

Not Answ ered

Not Answ ered

Not Answ ered

instead of minutes)

Variety of features and services that are offered(for example; bill payment,account reconciliation, electronic bill payment) Integrated value-added services using other on-line services and resources (for example; other brokerage account summary)
Not Answ ered

Not Answ ered

Please add any comments here.

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This questionnaire was developed by: Professors Sue Rhee and Fred Riggins of the DuPree School of Management at Georgia Tech

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