sample bank customer satisfaction questionnaire
TRANSCRIPT
Sample Bank Customer Satisfaction Questionnaire
Name: ______________
Account number: ___________
Account type: _________
Address: ___________________
Residential contact number: _____________ Mobile number:
_______________
Email id: _________________
1. How satisfied are you with the services provided by the bank?
a) Very satisfied
b) Satisfied
c) Somewhat satisfied
d) Dissatisfied
2. Do you feel that the procedure to open an account with the bank
was difficult?
a) Yes, to a certain extent
b) No, it was easy
3. Do you always get prompt service whenever you visit the branch?
a) Always
b) Often
c) Sometimes
d) Rarely
e) Never
4. Do you agree that minimum account limit is not high and easy to
maintain?
a) Strongly agree
b) Agree
c) Somewhat agree
d) Disagree
e) Strongly disagree
5. Are you satisfied with your financial transactions with the bank?
a) Very satisfied
b) Satisfied
c) Somewhat satisfied
d) Dissatisfied
6. According to you which service provided by the bank is best?
_________________________
7. Would you like suggest any changes or improvement in any
service or any feature of the bank?
___________________________
Sample Customer Service Questionnaire TemplateName of customer:
________________________________________________________
Account number:
_________________________________________________________
Name of bank branch:
_____________________________________________________
How long have you had an account with our bank?
_____________________________________________________________________
___
How many times would you say you frequent our bank in a month?
1-2
____________________________________________________________________
3-5
____________________________________________________________________
6-8
____________________________________________________________________
10+
____________________________________________________________________
Rate the following services offered at our bank using 5-excellent, 4-
good, 3-average, 2-poor, and 1-very poor.
Information and customer query services:
______________________________________
ATM withdrawal services:
__________________________________________________
Cashier withdrawal services:
________________________________________________
Credit card services:
_______________________________________________________
Direct debit services:
___________________________________________________
Bill payments services:
____________________________________________________
Loans desk:
_____________________________________________________________
Complaints desk:
_________________________________________________________
How would you generally describe our staff at the bank?
Friendly:
________________________________________________________________
Rude:
__________________________________________________________________
Caring:
_________________________________________________________________
Polite:
__________________________________________________________________
Ill- mannered:
____________________________________________________________
Unprofessional:
__________________________________________________________
Incompetent:
____________________________________________________________
Helpful:
________________________________________________________________
Please describe an instance where our staff was not helpful in
dealing with a complaint you had.
_____________________________________________________________________
_____________________________________________________________________
______
What would you recommend in order for us to improve our
services?
____________________________________________________
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 bank’s staff willingness to listen and assist
4. iv. The speed of attending to your needs by the bank’s 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. Courtesy and friendliness
10. x. 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?
By telephone_________________________
Through email________________________
Going to my branch physically___________
Does the branch always grant you your request?
For what reasons do you most contact your account branch?
Account balance____________________
Loan inquiry_______________________
Complaints________________________
Confirming fund transfers____________
Inquiries about my credit card_________
Other reasons (specify) ______________
…………………………….
Online Banking Questionnaire Sample1. 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
If yes, please mention the specific reasons for which you required
to visit the branch despite of the online banking facility-
_____________________________________________________________________
_____________________
1. Is there any changes or improvements which you would like to
see in our online banking system?
Questionnaire Template for Customer Service in a Bank
PERSONAL DETAILS
Surname Middle name Last name
_______________ ______________ _________________
Address ___________________________
Age ____________________________
What is your employment status?
Permanently employed _______ Employed Part time
_________ Self Employed _________
Unemployed __________ Student ________
Are you a customer with our bank?
Yes _________ No __________
If answer is ‘yes’ above give your account details
Type of account
Savings ___________ Current ___________ Joint _________
Business ___________
Account no. ________________________
How long have you been a customer with the bank?
Less than a year _________
Between 1- 5 years ____________
Between 5- 10 years ____________
More than 10 years ________
Please answer Yes / No to the following questions:
Are the bank’s customer care services efficient?
______________________________
Are our customer care representatives courteous?
___________________________________
Give suggestions for areas that need improvement:
_______________________________________________________________
_______________________________________________________________
Are there enough customer care representatives in our bank?
___________________________________
Are the customer care representatives efficient?
_______________________________________
Based on your experience from our customer service department,
would you recommend our bank to your friends and relatives?