Customer Satisfaction in Banking Industry

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HSBC Express Banking Channels Customer Satisfaction Questionnaire| |
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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)|
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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| | | |
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  How would you descrive your views about Integrated Voice Reply (IVR) system? (1:Not satisfied/2:Satisfied/3:Very satisfied)|
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Understandable menu| | | |
Sufficient choice of transactions| | | |
User-friendliness| | | |
General assessment about the service| | | |
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Internet Banking|
  How would you describe your views about Internet Banking services? (1:Not satisfied/2:Satisfied/3:Very satisfied)|
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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| | | |
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ATM Banking|
  How would you describe your views about ATM Banking services? (1:Not satisfied/2:Satisfied/3:Very satisfied)|
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ATM network distribution | | | |
Continuous service| | | |
Variety of transactions| | | |
Easy of screen use| | | |
General assessment about the service| | | |
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The bank you work with the most |
HSBC | Other  |
  Reason(s) to prefer the bank work with the most|
Friendly service| | Fast and flawless service| |
Low fees and commissions| | Salary payments| |
Variety of products| | High revenue| |
Financial consultance| | High limit| |
Credit Card| | Customer Service Representative| |
Other| | ((Please state))|
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  Your Comments and Recommendations for a Better 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...
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