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VISITS TO BRANCH
1.1. I use the branch of HDFC BANK located at:
ROHTAK

1.2. Have you visited your branch in the last year? Yes No

1.3. Approximately how many times have you visited your branch in last 3 months:
4-9 times

CUSTOMER SERVICE REPRESENTATIVES/TELLERS


2.1. In terms of the service you received from the customer service representatives/tellers, how satisfied were you with the following? Very satisfied Friendly and courteous manner Knowledge of bank's products & Services Willingness to listen and respond to your need Fast and efficient service Recognition of you as valued customer Professional and attractive appearance Satisfied Neutral Dissatisfied Very dissatisfied

SUPERVISORS/MANAGEMENT
3.1. In terms of the service you recieved from the Supervisors and Management of the branch, how satisfied were you with the following? Very Very Satisfied Neutral Dissatisfied satisfied dissatisfied Friendly and courteous manner

Knowledge of bank's products & Services Willingness to listen and respond to your need Fast and efficient service Recognition of you as valued customer Professional and attractive appearance Available to customers when needed

BRANCH FACILITIES
4.1. How satisfied were you with the following aspects of the branch facility? Very Satisfied Neutral Dissatisfied satisfied Clean & well cared facilities Efficient, no wait service No long line ups at counter Availability of information brochures Pleasant & attractive decor Automatic bank machines in convenient locations Very dissatisfied

STATEMENTS AND MAILED DOCUMENTATION


5.1. Do you receive statements monthly? Yes No

5.2. In terms of your expectations regarding mailed statements, please indicate your satisfaction with the following. Very Very Satisfied Neutral Dissatisfied satisfied dissatisfied

Sent out reliably and on time Complete record of transactions Accurate Easy to read and understand

LOAN/MORTGAGES
6.1. Have you applied for credit (a loan, line of credit or mortgage) in the last year? Yes No

6.2. In terms of the service you recieved from the lending officer(s), how satisfied were you with the following? Very Very Satisfied Neutral Dissatisfied satisfied dissatisfied Friendly and courteous manner Knowledge of bank's products & Services Willingness to listen and respond to your need Fast and efficient service Recognition of you as valued customer Available to customers when needed Offer of other services or alternative means to meet your needs

MUTUAL FUNDS
7.1. In terms of the service you received from the Bank's mutual funds representatives, please rate the following criteria. Very Very Satisfied Neutral Dissatisfied satisfied dissatisfied

Friendly and courteous manner Knowledge of bank's mutual fund products & Services Willingness to listen and help identify your need Provide guidance and advices Recognition of you as valued customer Offer of other services or alternative means to meet your needs

TELEPHONE INQUIRIES
8.1. Have you contacted your branch by telephone in the last year? Yes No

8.2. Approximately how often do you contact the branch by telephone in a year? Never 1-3 times 4-9 times 10-19 times 20 or more times

8.3. What was the reason for your most recent telephone contact with your branch? Account information/balance Rate inquiry Loan enquiry Complaint Other 8.4. In terms of the service you expected from the telephone contact, please rate the following criteria. Very Very Satisfied Neutral Dissatisfied satisfied dissatisfied Call handled promptly, not kept on hold Courteous and professional Confirmation of fund transfer Bank hours/phone number/address Statement enquiry Credit Card enquiry

manner Quickly connected to the right person Question or problem handled to your satisfaction

FINAL REMARKS
9.1. Would you like to be contacted by a bank representative? Yes No

9.2. Would you recommend this branch to a friend or business associate? Yes Maybe No

9.3. Why would you not recommend this branch?

9.4. Your complete satisfaction is very important to us. Would you like someone from the bank to contact you? No thanks Yes please

9.5. Your contact Information optional Your Name: SMT SATYAWATI Phone number:
7838857727