Customer Satisfaction Survey Questionnaire

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  • Topic: Financial services, State Bank of India
  • Pages : 5 (683 words )
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  • Published : April 7, 2011
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CUSTOMER SATISFACTION SURVEY OF NEPAL SBI BANK
Your responses are anonymous and confidential.

1. Gender
1. Male [ ]
2. Female [ ]

2. Age
1. 30 years and below [ ]
2. 31-40 years [ ]
3. 41-50 years [ ]
4. Over 50years [ ]

3. What is your primary occupation?
1. Business Man [ ]
2. Government Employee [ ]
3. Private Employee [ ]
4. House Wife [ ]
5. Student [ ]
6. Other (Please specify)
……………………………….
.................................................
4. Your permanent residence.
1. Inside Kathmandu valley[ ]
2. Outside Kathmandu valley[ ]

5. How much is your yearly income?
1. Less than 50,000 [ ]
2. 50,000 to 100,000 [ ]
3. 100,000 to 300,000 [ ]
4. 300,000 to 500,000 [ ]
5. 500,000 and above [ ]

6. Currently you are using which of the following products? Check all that apply. 1. Dhanabriddi Yojana [ ]
2. Swornim Bachat [ ]
3. Ujjwol Bhavishya Bachat [ ]
4. Inderani Bachat Yojana [ ]
5. Bharat Yatra Card [ ]
6. Saral Bachat [ ]
7. Swasta Bachat [ ]
8. Barista Nagirik Bachat [ ]
9. E-Banking [ ]
10. SBI Express Remit [ ]
11. Real Time Gross Settlement [ ]

7. How did you learn about different product that our bank offers? (Check all that apply.) 1. SBI website [ ]
2. Newspaper or magazine article [ ]
3. Other website or search engine [ ]
4. Consumer brochure [ ]
5. Bank or financial services company [ ]
6. Friend or relative [ ]
7. Other (Please specify)
……………………………….
……………………………….
8. Do you think that the bank caters to all your banking needs?

1. Yes [ ]
2. No [ ]

8.iIf no, what are the other services the bank should offer? (Please Specify) ……………………………….
……………………………….
……………………………….
……………………………….
9. Does bank communicate to you about new product and services through letters, e-mails or telephone?

1. Yes [ ]
2. No [ ]

9. i.If yes, please specify mode of communication (tick the ones which apply)

1. Letter [ ]
2. E-mail [ ]
3. Telephone [ ]

If No, what are the other services the bank should offer ? If No, what are the other services the bank should offer ? If No, what are the other services the bank should offer ? If No, what are the other services the bank should offer ?If No, what are the other services the bank should offer ?For each mode of communication ticked above, please indicate the level of satisfaction with the feedback received:

| | 1. Very Satisfied| 2. Satisfied| 3. Neutral| 4. Unsatisfied| 5. Very Unsatisfied| 9.i.1| Via Letter| | | | | |
9.i.2| Via E-Mail| | | | | |
9.i.3| Via Telephone| | | | | |

10. Have you ever used our website (www.nepalsbi.com.np)? 1. Yes [ ]
2. No [ ]

10. i. If yes, what was your level of satisfaction:

| | 1. Very Satisfied| 2. Satisfied| 3. Neutral| 4. Unsatisfied| 5. Very Unsatisfied| 10.i.1| Design and set up| | | | | |
10.i.2| Content(Information)| | | | | |

11. What is the length of time SBI staff mostly takes to serve you?

1. Very short (< 5 mins) [ ]
2. Short (5-15 mins)[ ]
3. Acceptable (15-30 mins) [ ]
4. Long (30-60 mins) [ ]
5. Too long (>60 mins) [ ]

12. How satisfied were you with the service /...
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