Bank XYZ Sample Questionnaire Form

Your account with bank XYZ is located at

Have you been to your account branch in the past 6 months?
Yes
No
Rate the following services as either
Very satisfying
Average
Unsatisfactory
1. i.

Services offered in the bank

2. ii.

The attendants knowledge on services and products offered by the bank

3. iii.

The banks staff willingness to listen and assist

4. iv.

The speed of attending to your needs by the banks staff members

5. v.

The speed of issuing checks

6. vi.

Professionalism in handling transactions

7. vii.

Effective communication

8. viii.

Professionalism in dressing

9. ix.
10. x.

Courtesy and friendliness

Availability

How many times do you contact your branch in a year?

At least 1 to 3 times_______________
At least five times________________
Uncountable times________________

What is your preferred mode of contacting your branch?

Online Banking Questionnaire Sample

1. Since how long are you using the online banking system provided by our bank?
1. Below 1 month
2. 1 6 months
3. 6 months 1 year
4. Above 1 year
1. What is the major purpose for which you use the online banking?
1. Online Ticket Booking
2. Online Bill Payments
3. Balance Check
4. Request for a cheque book
5. Others. Please specify ___________________________
1. Have you ever used the third party transfer of the online banking?
1. Yes
2. No
If Yes, for how many times during the last 1 year?
1. Only once
2. 1 3 times

3. 3 5 times
4. More than 5 times
1. Do you think that the third party transfer system in particular and the entire online
banking web site provides you enough security?
1. Yes
2. No
If No, please provide your inputs how can the same be bettered.
______________________________________________________________________________
__________________________
1. Have you ever visited your bank branch since the time you started using online banking?
1. Yes
2. No

Sample - Bank Customer Survey

XXX Branch Service
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 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 deliver it to you.
VISITS TO BRANCH
1.
I use the branch of XXX BANK located at:
1.

1.
Have you visited your branch in the last year?
2.
Yes

No

1. Approximately how many times have you visited your branch in last 3
3. months:

CUSTOMER SERVICE REPRESENTATIVES/TELLERS

2. In terms of the service you received from the customer service
1. 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

Satisfi Neutr Dissatisfi

Very
ed
al
ed
dissatisfied

Fast and efficient service

Recognition of you as valued

customer
Professional and attractive
appearance

SUPERVISORS/MANAGEMENT
3. In terms of the service you recieved from the Supervisors and
1. Management of the branch, how satisfied were you with the following?
Very
satisfied

Satisfi Neutr Dissatisfi

Very
ed
al
ed
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. How satisfied were you with the following aspects of the branch

1. facility?
Very
Satisfi Neutr Dissatisfi
Very
satisfied
ed
al
ed
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 MAILED DOCUMENTATION

5.
Do you receive statements monthly?
1.
Yes

No

5. In terms of your expectations regarding mailed statements, please

2. indicate your satisfaction with the following.
Very
satisfied
Sent out reliably and on
time

Satisfie Neutr Dissatisfi

d
al
ed

Very
dissatisfied

Complete record of
transactions
Accurate

Easy to read and

understand

LOAN/MORTGAGES
6. Have you applied for credit (a loan, line of credit or mortgage) in the
1. last year?
Yes

No

6. In terms of the service you recieved from the lending officer(s), how
2. satisfied were you with the following?
Very
Satisfi Neutr Dissatisfi
Very
satisfied
ed
al
ed
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. In terms of the service you received from the Bank's mutual funds
1. representatives, please rate the following criteria.
Very
Satisfi Neutr Dissatisfi
Very
satisfied
ed
al
ed
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.
Have you contacted your branch by telephone in the last year?
1.

Yes

No

8. Approximately how often do you contact the branch by telephone in a

2. year?
Never

1-3 times

4-9 times

10-19 times

20 or more times

8. What was the reason for your most recent telephone contact with your
3. branch?
Account information/balance

Confirmation of fund transfer

Rate inquiry

Bank hours/phone number/address

Loan enquiry

Statement enquiry

Complaint

Credit Card enquiry

Other

8. In terms of the service you expected from the telephone contact,

4. please rate the following criteria.
Very
Satisfi Neutr Dissatisfi
Very
satisfied
ed
al
ed
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
9.
Would you like to be contacted by a bank representative?
1.
Yes

No

9.
Would you recommend this branch to a friend or business associate?
2.
Yes

Maybe

No

9.
Why would you not recommend this branch?
3.

9. Do you have any remarks you want to add concerning the service you

4. have been receiving at your branch?

9. Your complete satisfaction is very important to us. Would you like

5. someone from the bank to contact you?
No thanks

Yes please

9.
Your contact Information
6.
optional
Your Name:
Phone number:

Start Over

This is model questionnaire on customer satisfaction in banking service.

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
(a)Satisfactory (b)Will yield result (c)looking forward for result

State bank
State Bank of India
CUSTOMER SERVICES - CLIENT SURVEY QUESTIONNAIRE
Providing excellence in customer service and satisfaction is important to us.
Please help us improve our services to you by rating the service that you currently
receive from us.
5 = Excellent 4 = Good 3 = Average 2 = Poor 1 = Very Poor
(Tick the boxes where appropriate)

Services Provided

Services / Products were well explained.

Service is always provided in a timely manner.
Staff members are helpful.

Staff Member

Took time to understand my needs.

Explained the products well.
The information given was clear and easy to understand.
I was treated in a friendly, courteous and helpful manner.

Communications and After-Care

Letters and Brochures are easy to understand.

I am kept up to date with the status of my accounts.
My queries are attended promptly and response is received to my
satisfaction.

Products

Fixed-Deposit Schemes
Savings Account
Current Account
Easy Access Account
SBI Express
Drafts

Does the product/s selected by you above meet your requirements?

YES

How did you hear about our Bank / our Products:

E-mail

Your Details (Optional)*

Name:
Address:

* The information collected herein is intended solely for the purpose of our internal data analysis usage in compliance with the Data Protection Act 1998.

* THANK YOU FOR YOUR TIME *

Send me a copy
Submit

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HSBC Express Banking Channels Customer Satisfaction Questionnaire

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 2
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

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

Your Comments and Recommendations

for

satisfied)
1

Understandable menu
Sufficient choice of
transactions
User-friendliness
General assessment about
the service

Internet Banking
How would you describe your
views about Internet Banking services?
(1:Not satisfied/2:Satisfied/3:Very
satisfied)
1 2 3
Page setup/Menu flow
Ease of use/navigation
Speed of page loading
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 2 3
ATM network distribution
Continuous service
Variety of transactions
Easy of screen use
General assessment about
the service