CUSTOMER QUESTIONNAIRE

Name: - .. Sex: - (a) Male Age: - (a) 15 to 30 Educational Qualifications (a) SSC (d) Professional (b) HSC (e) Others (c) Graduation (b) 30 to 45 (b) Female (c) 45 and above

Q1. How long have you been using SBI banking service? (a) Up to 6 months (d) More than 2 years Q2. Which services are you using now? (a) Savings A/C (d) Insurance (b) Current A/C (e) Loan Services (C) Credit Cards (f) Forex Services (b) 6 months to 1 year (c) 1 to 2 year

Q3. How many times do visit SBI bank in a month? (a) 0 to 2 times (b) 3 to 5 times (c) more than 5 times

Q4. Who influenced you to take SBI banking service? (a) Family member (b) Friends (c) Advertisement

(d) Others

Q5. Which SBI special services you use? (a) ATM (e) NONE Q6. Why do you prefer SBI Banking service? (a) For Investment (d) Sophisticated products (b) (b) For Business (e) Employee contact relationships (c) For Safety (f) others (b) NET BANKING (c) MBS (d) GCC

Q7. The Parameters for selecting the various Banking services provided by SBI? (Scale of 1 to 4) Sr No. Parameters Strongly Agree Somewhat Disagree agree agree 1. 2. 3. 4. 5. Efficient Services Safety and growth Availability and convenience Customer Care and flexibility of relations Responsiveness reliability of Information

Q8. What do you feel about overall service quality of SBI. (a) Excellent (b) Very Good (c) Good (d) Average (e) Poor

Q9. Your overall opinion about this Survey (a) Satisfactory (b) Will yield result (c) Looking forward for result

Q10. What is your valuable suggestion/ opinion about your SBI ..

BANK STAFFS QUESTIONNAIRES

Name: - .. Cadre: - Sex: - (a) Male (b) Female Grade: - ..

Q1. Which department do you belong to? .. Q2. How do you feel about working with SBI? (a) Satisfactory (b) Good (c) Very good (d) Excellent

Q3. Have you overcome any hurdles in catering to customer expectations? (a) Yes (b) No

Q4. Are you banking with SBI? (a) Yes (b) No (c) Others (specify)

Q5. Does SBI organize any employee recreation activities? (a) Frequently (b) Occasionally (c) No

Q6. Adequate training and Development activities are undertaken for the employees?

(a) Frequently

(b) Occasionally

(c) No

Q7. Do your superiors focus on team building and team work? (a) Yes (b) No

Q8. Which SBI special services you use? (a) ATM (e) NONE Q9. Your overall opinion about this Survey (a) Satisfactory (b) Will yield result (c) Looking forward for result (b) NET BANKING (c) MBS (d) GCC

Q10. What is your valuable suggestion/ opinion about your SBI ..