CUSTOMER SATISFACTION

QUESTIONNAIRE

We wish to know how we can improve the level of service you currently receive and,
therefore, would appreciate your response to the following questions. All information
provided will be treated with highest level of discretion.

Branch Staf
The branch staff have the required skills and knowledge about the banks
products and services:
o Excellent

o Good

o Average

o Poor

The branch staff are friendly and behave in a courteous manner when
dealing with you:
o Excellent

o Good

o Average

o Poor

The branch staff are professional and have a pleasing and presentable
appearance:
o Excellent

o Good
o Average

o Poor

The branch staff are willing to listen and respond to your needs on time:
o Excellent

o Good

o Average

o Poor

Overall, I am satisfied with the branch staff:

o Yes

o No

Comments (If any):

BRANCH APPEARANCE
The branch overall appearance is neat and orderly:
o Yes

o No

The branch has sufficient and comfortable seating arrangements:

o Yes
o No

The branch has sufficient staff - Customer Representatives & Tellers for
your needs:
o Yes

o No

The branches have convenient working hours and are located at

convenient locations to serve you:
o Yes

o No

Comments (If any):

DIGITAL BANKING
How would you rate ease of access and the usefulness of our online
banking/channels?:
o Excellent

o Good

o Average

o Poor

Are you satisfied with the number of services offered on our online
banking platforms:
o Yes
o No

Do you have any suggestions or services you would like to see offered
at our branch?:

0 of 250 max characters

Comments (If any):

0 of 250 max characters

CALL CENTER
Are the calls answered promptly by the call center agent?:
o Yes

o No

Are the call center staff knowledgeable and have a friendly and
professional attitude?:
o Yes

o No

The agent is genuinely interested in assisting me and resolving my

complaint:
o Yes

o No

Are you satisfied with the resolution provided by the assisting agent?:
o Yes
o No

Would you recommend Doha Bank as a preferred banking choice to

your colleagues / Friends/ Family Members?:
o Yes

o No

Overall, I am very satisfied with the service quality provided by Doha

Bank:
o Strongly Agree

o Agree

o Disagree

Feedback and suggestions as to how we can improve our banking

relationship with you: