BRANCH STAFF

1.he branch staff have the required skills and knowledge about the
bank’s products and services:
Excellent
Good
Average
Poor

2.The branch staff are friendly and behave in a courteous manner

when dealing with you:
Excellent
Good
Average
Poor

3.The branch staff are professional and have a pleasing and

presentable appearance:
Excellent
Good
Average
Poor

4.The branch staff are willing to listen and respond to your needs on
time:
Excellent
Good
Average
Poor

5.Overall, I am satisfied with the branch staff:

Yes
 No

Comments (If any):

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

No

2.The branch has sufficient and comfortable seating arrangements:

Yes

No

3.The branch has sufficient staff - Customer Representatives & Tellers

for your needs:
Yes

No

4.The branches have convenient working hours and are located at

convenient locations to serve you:
Yes

No

Comments (If any):

DIGITAL BANKING
1.How would you rate ease of access and the usefulness of our online
banking/channels?:
Excellent
Good
Average
Poor

2.Are you satisfied with the number of services offered on our online
banking platforms:
Yes

No

4)Are you getting Proper massage from our new product

Yes

No
Are you interested our new product Advertisement
 Yes

No
Any lag in online service
Excellent
Good
Average
Poor

Pay through online are

Excellent
Good
Average
Poor

3.Do you have any suggestions or services you would like to see
offered at our branch?:
CALL CENTER
1,Are the calls answered promptly by the call center agent?:

Yes

No
2.Are the call center staff knowledgeable and have a friendly and
professional attitude?:

Yes

No

3.The agent is genuinely interested in assisting me and resolving my

complaint:
Yes
 No

4.Are you satisfied with the resolution provided by the assisting

agent?:
Yes

No

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

bank
Strongly Agree
Agree
Disagree

Feedback and suggestions as to how we can improve our banking

relationship with you:

QUESTIONNAIRE FOR BANK BRANCH MANAGERS

1 What are the existing amenities in the bank?
(a) Parking Space ----------
(b) Cushioned seating arrangement ----------
(c) Drinking Water ----------
(d) Newspaper and Magazines ----------
(e) May I help You ----------
(f) Safe Deposit Locker ----------
(g) ATM ----------
(h) Free leaflets and brochures on the schemes of the bank ----------
2. What is the Modus Operandi for obtaining Customer Feedback ?
(a) Customer Meets
(b) Customer Surveys
(c) Telephonic interview
(d) Suggestions &Complaint Box/register
(e) Informal Interactions with customers
3. What are the Suggestions and Demands for Additional Facilities?
____________________________________________________________
5. Give the suggestions and demands of customers from your view
point.

 Name*

 Mobile Number*

 Male Female

 Branch*

 Email