Sample

Sample - Bank Customer Survey

XXX Branch Service

Dear Customer,

We want to offer the best service of any banks in the world, 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 strictly confidential.

We will combine your responses with those of all other participants and provide only summary tables and comments to us. The information we receive is valuable in showing us where our service needs improvement and where we are doing well.

We are sure a desire for the best customer service is something we share, and thank you very much for your assistance in helping us deliver it to you.

VISITS TO BRANCH

1.1

You have an account at the XXX BANK located at:

1.2

Have you visited your branch in the last year?

Yes

If No, Skip to question 5.1

1.3

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

CUSTOMER SERVICE REPRESENTATIVES/TELLERS

2.1

In terms of the service you expected from the customer service representatives/tellers, how satisfied were you on the following criteria?

	Very satisfied	Satisfied	Neutral	Dissatisfied	Very 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 expected from the Supervisors/Management of the branch, how satisfied were you on the following criteria?

	Very satisfied	Satisfied	Neutral	Dissatisfied	Very 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

4.1

In terms of the service you expected to experience at the branch, how satisfied were you on the following criteria?

	Very satisfied	Satisfied	Neutral	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 MAILED DOCUMENTATION

5.1

Do you receive statements monthly?

Yes

If No, Skip to question 6.1

5.2

In terms of what is expected from the mailed statements , how satisfied were you on the following criteria?

	Very satisfied	Satisfied	Neutral	Dissatisfied	Very dissatisfied
Sent out reliably and on time:
Complete record of transactions:
Accurate:
Easy to read and understand:

LOAN/MORTGAGES

6.1

Have you applied for credit (a loan, line of credit or mortgage) in the last year?

Yes

If No, Skip to question 7.1

6.2

In terms of the service you expected from the lending officer(s), how satisfied were you on the following criteria?

	Very satisfied	Satisfied	Neutral	Dissatisfied	Very 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

Single Choice Question Properties

Yes

If No, Skip to question 8.1

7.2

In terms of the service you expected from the Bank's mutual funds representatives, how satisfied were you on the following criteria?

	Very satisfied	Satisfied	Neutral	Dissatisfied	Very 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

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

8.4

In terms of the service you expected from the telephone contact, how satisfied were you on the following criteria?

	Very satisfied	Satisfied	Neutral	Dissatisfied	Very 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

9.1

Would you like to be contacted by a bank representative?

Yes

9.2

Would you recommend this branch to a friend or business associate?

Yes	Maybe
No

If Maybe, Skip to question 9.4

9.3

Why would you not recommend this branch?

9.4

Are there any remarks you feel you want to add concerning the service you have been getting?

9.5

Your complete satisfaction is very important to us. Would you like someone form the bank to contact you about a problem or concern?

No thanks

Yes please

9.6

Your contact Information (optional)

Your Name:
Phone number:

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