Sample Questionnaire on Customer Satisfaction in Uttara Bank Ltd.

This questionnaire is administered to find out your satisfaction level in using the banks
services. The bank is grateful to you for availing its services and through this survey, we intend
to serve you better by improving the way we cater to your banking needs.
-Thank You
________________________________________________________________________
1) Name (Optional) :
2) Occupation (Optional) :
3) Annual Income (Optional):
4) Name of your Bank:
5) Do you think that UBL caters all your banking needs?
(a) Yes [

(b) No [

6) For the past how many years are you using the UBLs services?
7) What kind of account do you maintain in Uttara bank?
(a)Current [

(c)Loan a/c [

(b) Savings [
]

(d)Demat a/c[

]
]

(e)Credit card[

8) Which of the following facilities is given more importance in UBL

(a)Loan facilities [

] (b)O/D facilities[

(c)ATM facilities [

9) Does Uttara bank have core banking facility for the customers
(a) Yes [

(b) No [

10) When 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 [ ]

11) Do they charge unnecessarily for not maintaining minimum balance in your account?
(a) Yes [

(b) No [

12) Do you think your bank offers competitive interest rate?

(a) Yes [

(b) No [

13) Do you use the service of alternative bank?

(a) Yes [

(b) No [

14) What do you feel about overall service quality of Uttara bank?
(a)Excellent [

(b)very good [

] (c)good [

] (d)average [

] (e)poor [ ]

The following section is related to some of the specific questions on the banks services
MANAGING ACCOUNT
How satisfied are you with the way we:
Very

Satisfied

Neutral

Dissatisfied

Satisfied

Very
Dissatisfied

Handle your account efficiently,

without mistakes?
Apologise for any mistakes?
Explain charges clearly?
HANDLING QUERIES
How satisfied are you with:
Very
Satisfied

Satisfie
d

Neutra
l

Dissatisfie
d

Very
Dissatisfied

The time taken by members of staff

to answer the telephone?
The way in which staff members
answer your call?
The clearness of the staff member's
voice?
The ease of reaching the person you
need to speak with?
How quickly your enquiry was
understood and responded to?

CUSTOMER SERVICE REPRESENTATIVES/TELLERS

In terms of the service you received from the customer service representatives/tellers, how
satisfied are you with the following?
Very
Satisfied

Satisfie
d

Neutra
l

Dissatisfie
d

Very
Dissatisfied

Friendly and courteous manner

Knowledge of bank's products &
Services
Willingness to listen and respond to
your need
Fast and efficient service
Professional
and
attractive
appearance and Willingness to listen
and respond to your need

Recognition of you as valued

customer
SUPERVISORS/MANAGEMENT
In terms of the service you received from the Supervisors and Management of the branch, how
satisfied were you with the following?
Very
Satisfied Neutral Dissatisfied Very
Satisfied
Dissatisfied
Friendly and courteous manner
Knowledge of bank's products &
Services
Willingness to listen and respond to
your need
Fast and efficient service
Professional
and
attractive
appearance Willingness to listen and
respond to your need
Recognition of you as valued
customer
Available to customers when needed

BRANCH FACILITIES
Very
Satisfie
Satisfied d

Neutra
l

Dissatisfied

Very
Dissatisfied

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
STATEMENTS AND DOCUMENTATIONS
Do you receive statements monthly?
a) Yes [

b) No [

In terms of your expectations regarding mailed statements, please indicate your satisfaction
with the following:
Very
Satisfie Neutra Dissatisfied Very

Satisfied d

Dissatisfied

Sent out reliably and on time

Complete record of transactions
Accurate
Easy to read and understand

Have you experienced any of the following issues in the last six months?

Happened

Complained about

A mistake on your account

Instructions not carried out
Your name or address misspelt on letters
A mistake with a standing order or direct debit
A disagreement about charges
Unhelpful staff

If you have complained, please tell us how satisfied you were with:
Very
Satisfie
Satisfied d

Neutra
l

Dissatisfied

Very
Dissatisfied

The way your complaint was

handled
The person who sorted out your
complaint
4

The time taken to sort out your

complaint
The follow-up contact you received

TELEPHONE ENQUIRIES

Have you contacted your branch by phone in the last year?

a) Yes

b) No

What was the reason for your most recent telephone contact with your branch?
a)
b)
c)
d)
e)
f)
g)
h)
i)

Account information/balance
Confirmation of fund transfer
Rate inquiry
Bank hours/phone number/address
Complaint
Loan enquiry
Credit Card enquiry
Statement enquiry
Other

[
[
[
[
[
[
[
[
[

]
]
]
]
]
]
]
]
]

In terms of the service you expected from the telephone contact, please rate the following
criteria:
Very
Satisfie Neutra Dissatisfied Very
Satisfied d
l
Dissatisfied
Call handled promptly, not kept on
hold
Courteous and professional manner
Quickly connected to the right
person
Question or problem handled to
your satisfaction

FINAL REMARKS

Would you like to be contacted by a bank representative?

a) Yes [ ]
b) No [ ]
Would you recommend this bank to your friends, relatives, associates?
(a) Yes [ ]
(b) No [ ]
Do you have any remarks you want to add concerning the service you have been receiving at
your branch?

Your over all opinion about this survey

(a)Satisfactory [ ] (b) Will yield result [

(c) looking forward for result [

-------------------------------------------------------------------------------------------------------------Thank you for taking the time to fill in this survey.