STUDY ON CUSTOMER SATISFACTION

Do you think that your bank caters all your banking needs?
A) Yes B) No

For the past how many years you have account with this bank?
A ) 1-2 Year B) 2-4 year
C)4-7 year D) 7 and above years

What kind of account do you maintain in this bank?
(a)Current (b)Savings
(c)Loan a/c (e)Credit card

Which of the following facilities is given more importance in your bank
(a)Loan facilities (b)O/D facilities
(c)ATM facilities

Does your bank conduct any recreation facilities for the customers
(a) Yes (b) No

Does your bank have core banking facility for the customers
(a) Yes (b) No

Do they charge unnecessarily for not maintain minimum balance in
your account?
(a) Yes (b) No


Does your bank offers competitive service charges
(a) Yes (b) No

Do you think your bank offers competitive interest rate
(a) Yes (b) No

What do you feel about overall service quality of your
bank.
(a)Excellent (b)very good
(c)good (d)average
(e)poor

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


. Which branch is your account domiciled at?
Which branch is your account domiciled at?
2. How satisfied are you with the welcome and greeting by the branch staff?

How satisfied are you with the welcome and greeting by the branch staff? Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied
3. How would you rate the staff on product knowledge

How would you rate the staff on product knowledge Very knowledgable

Moderately knowledgable

Slightly knowledgable

Not at all knowledgable
4. How would you rate the staff's level of enthusiasm

How would you rate the staff's level of enthusiasm Very enthusiastic

Moderately enthusiastic

Slightly enthusiastic

Not at all enthusiastic
5. How would you rate our quality of service

How would you rate our quality of service Excellent

Very Good

Good

Average

Poor
6. How would you rate the outlet/office appearance?

How would you rate the outlet/office appearance? Excellent

Very Good

Good

Average

Poor
7. How would you rate Branch cleanliness and Desk Tidiness?

How would you rate Branch cleanliness and Desk Tidiness? Excellent

Very Good

Good

Average

Poor
8. How long did it take to withdraw and/or deposit ?

How long did it take to withdraw and/or deposit ? 3 - 5 Min

6 -8 Min

9 - 12 Min

13 - 15 Min

longer than 15 Min
9. How long did it take to collect cheque Book / ATM card?

How long did it take to collect cheque Book / ATM card? 3 - 5 Min

6 - 8 Min

9 - 12 Min

13 - 15 Min

longer than 15 Min
10. How long did it take for the chase bank staff to respond to enquiries (Bank A/C enquiries, loan
enquiries, other enquiries)? Via Branch, Email, Call Centre, Website and any other social media

How long did it take for the chase bank staff to respond to enquiries (Bank A/C enquiries, loan
enquiries, other enquiries)? Via Branch, Email, Call Centre, Website and any other social media
Within 24 hours

Less than a week

1 week

2 weeks longer
11. How long did it take for the chase bank staff to effect your instructions? Via Branch, Email, Call
Centre, Website and any other social media

How long did it take for the chase bank staff to effect your instructions? Via Branch, Email, Call
Centre, Website and any other social media Within 24 hours

Less than a week 1 week 2 weeks Longer
12. How long did the Account opening process take?

How long did the Account opening process take? 24 hours

Less than a week

1 week

2 weeks

Longer
13. How would you rate our ATM cards in terms of usage?

How would you rate our ATM cards in terms of usage? Excellent

Very Good

Good

Average

Poor
14. How would you rate our Master cards in terms of usage?

How would you rate our Master cards in terms of usage?
Excellent Very Good
Good Average
Poor

15. What have we improved since your last visit? What could we do better?







Which TYPE OF SERVICE PREFERS THE MOST by you?
(a) ATM SERVICE(b) INTERNET BANKING(c) MOBILE BANKING(d) CORE BANKING(e) Retail Banking


Which of following banks do you have account?

(a) ICICI Bank (b) SBI Bank (c) HDFC BANK (D) PNB Bank
(e) Other Pls specify........


-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK?
(a) Saving (B) Current (c) Fixed (d) other please specify..........


How would you know about these services?
(a) Advertisements(b) Friends and Relatives(c) Direct Selling Agents(d) Others Pls specify...........


-What the people think about the Banks?
(a) Necessity for protection security(b) Imposition of a burden of expenses(c) A compulsory tool for
SAVING(d) Others Pls specify ________________

What a respondent see in purchase of new plan from Banks?
(a) Standing and goodwill of the company(b) Product range of the company(c) Advertisement being
released by the company(d) Services being given by the company

-Is PNB Bank Provide better facilities than SBI & HDFC Bank?
(a) Yes(b) No(c)Can`t Say


RATINGS OF THE SERVICES OFFERED BY THERESPONDENTS LIFE INSURANCE COMPANY
EXCELLENT 2.VERY GOOD 3.GOOD 4.AVERAGE 5.POOR