32803

-1

Royal Bank of Scotland N.V Customer Survey

Branch Service
Dear Customer, At RBS, we want to offer you the best service, 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 delivers it to you.

VISITS TO BRANCH
1.1. I use the branch of RBS located at:

1.2. Have you visited your branch in the last year? Yes No

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 satisfied 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 Satisfied Neutral Dissatisfied Very dissatisfied

SUPERVISORS/MANAGEMENT
3.1. In terms of the service you received from the Supervisors and Management of the branch, how satisfied were you with the following? Very Very Satisfied Neutral Dissatisfied satisfied dissatisfied 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 satisfied 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 Satisfied Neutral Dissatisfied Very dissatisfied

STATEMENTS AND MAILED DOCUMENTATION

5.1. Do you receive statements monthly? Yes No

5.2. In terms of your expectations regarding mailed statements, please indicate your satisfaction with the following. Very satisfied Sent out reliably and on time Complete record of transactions Accurate Easy to read and understand Satisfied Neutral Dissatisfied Very dissatisfied

LOAN/MORTGAGES
6.1. Have you applied for credit (a loan, line of credit or mortgage) in the last year? Yes No

6.2. In terms of the service you received from the lending officer(s), how satisfied were you with the following? Very Very Satisfied Neutral Dissatisfied satisfied dissatisfied 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 Very Satisfied Neutral Dissatisfied satisfied dissatisfied 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 RBS Bank By Phone

8.1. Have you contacted your branch by telephone in the last year? Yes No

8.2. Approximately how often do you contact the branch by telephone in a year? Never 1-3 times 4-9 times 10-19 times 20 or more times

8.3. What was the reason for your most recent telephone contact with your branch? Account information/balance Rate inquiry Loan enquiry Complaint Other 8.4. In terms of the service you expected from the telephone contact, please rate the following criteria. Very satisfied Call handled promptly, not kept on hold Courteous and professional manner Quickly connected to the right person Question or problem handled to your satisfaction Satisfied Neutral Dissatisfied Very dissatisfied Confirmation of fund transfer Bank hours/phone number/address Statement enquiry Credit Card enquiry

FINAL REMARKS
9.1. Would you like to be contacted by a bank representative? Yes No

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

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:

Start Over

This form was built with Puneet Mathur