A survey On Customer Satisfaction in Banking Services

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 customer satisfaction. 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.
1. Name : 2. Address : 3. Occupation : 4. Annual Income : 5. Name of your Bank: Sampath bank

VISITS TO BRANCH
1.1. I use the branch of XXX BANK 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:
...

Do you think that your bank caters all your banking needs? (a) Yes (b) No reason

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 (reasons) (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)Personalized service (b)Wide branch network (c)Customer service (d)computerized banking (e)Core banking

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 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

SUPERVISORS/MANAGEMENT
3.1. In terms of the service you recieved from the Supervisors and Management of the branch, 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 Available to customers when needed Satisfied Neutral Dissatisfied Very dissatisfied

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 recieved 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
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

For Credit Card Users

1. Gender Female Male 2. Age 16-30 31-45 46-60 60 above 3. Educational Level Secondary Diploma Undergraduate Graduate Doctorate 4. Occupation Student Pvt/Gvt. Employee Professional Business Others 5. Income Level Les than 50,000 50,000-100,000 100,000-200,000 Above 200,000

6. What is your credit card limit? Less than 100,000 100,000-500,000 Over 500,000 7. Number of credit cards you use? 1 2 3 Other: ______ 8. What types of credit cards do you posses? Magnetic Stripe Magnetic stripe and the chip card Dont know the type of card

9. Do you place your signature on the card immediately as you received it? Yes After some time Not at all 10. Do you destroy your expired cards and cards you do not use? Yes No 11. Do you record/write/store PIN number anywhere? Yes No 12. Do you give your PIN, credit card number and expiry date to other parties? Yes No 13. Do you know revealing your PIN number to a third party could lead to frauds? Yes No 14. How frequently do you change your PIN number? Once a month Once in six months Once a year Never 15. Do you give your credit card to the other parties? Yes No 16. Do you watch when merchant handles your credit card at the billing counter? Yes I always do Sometimes I do No I dont 17. You should be cautious on surroundings when youre using the credit card at the billing counter and withdrawing money from ATMs? Strongly agree Agree Neutral Disagree Strongly disagree 18. Do you check the amount on receipt before you sign it? Yes I always do Sometimes I do, I dont check. (If your answer is yes please move to the question number 19, If No - question number 20) 19. Do you question or report to the merchant if there are doubts or suspicious on your purchases? Yes I always do Sometimes I do I dont do An Information System Solution to Minimize Credit Card Frauds in Sri Lanka Page xx

20. Security features of your card are as follows Strongly agree Agree Neutral

Disagree

Strongly disagree

PIN Credit card number Expire date Signature panel Magnetic stripe Hologram Three digit number on the reverse

We believe that your comments and recommendations will guide us for a better service. Thank you for giving the time to answer this questionnaire. Please remember to fill in your name and contact information. Branch Your Branch

Bank Preference The bank you work with the most HSBC Other Bank

Reason(s) to prefer the bank work with the most Friendly service Low fees and commissions Variety of products and services Financial consultance Credit Card Fast and flawless service Salary payments High revenue High limit Customer Service Representative (Please state)

Which of these phrases do explain your views about your branch? (1:Not satisfied/2:Satisfied/3:Very satisfied) 1 Guidance at the entrance of the branch Order/cleanliness/spaciousness Sufficience of waiting places General assessment of the branch 2 3

Other Bank For how long do/did you wait before receiving service? Less than 5 m. 4.

5-10 m. Longer than 10 m.

3. 3.

Branch Staff Your Comments and Recommendations for a Better Service Do we apologise for making you wait?
17.04.2003

Yes

No

Do we greet you warmly and serve friendly? Yes No

Do we understand your needs and offer proper solutions? Yes No

Do we reply your queries in detail and understandably? Yes No

Do we complete your transactions rapidly and flawlessly? Yes No

Which of these explain your views about our branch staff the best? Very satisfied Satisfied Not satisfied

Please enter the security code you see in the picture.

Security Code:

We believe that your comments and recommendations will guide us for a better service. Thank you for giving the time to answer this questionnaire. Please remember to fill in your name and contact information. Telephone Banking How would you describe your views about Customer Service Representatives? (1:Not satisfied/2:Satisfied/3:Very satisfied) 1 Call answering time Flawless/correct operations Speed of conducting operations Knowledge about products and services Understanding and replying queries correctly Communication skills/positive approach General assessment about the service How would you descrive your views about Integrated Voice Reply (IVR) system? (1:Not satisfied/2:Satisfied/3:Very satisfied) 1 Understandable menu Sufficient choice of transactions User-friendliness General assessment about the service 2 3 2 3

Bank Preference The bank you work with the most HSBC Other

Reason(s) to prefer the bank work with the most Friendly service Low fees and commissions Variety of products Financial consultance Credit Card Other Fast and flawless service Salary payments High revenue High limit Customer Service Representative ((Please state))

Your Comments and Recommendations for a Better Service:

Internet Banking How would you describe your views about Internet Banking services? (1:Not satisfied/2:Satisfied/3:Very satisfied) 1 Page setup/Menu flow Ease of use/navigation Speed of page loading 2 3

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 ATM network distribution Continuous service Variety of transactions Easy of screen use General assessment about the service 2 3

Please enter the security code you see in the picture.

Security Code:

Thank you for giving time to answer this questionnaire. Please click CONTINUE to sent the form.

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: