Questionnaire on Measuring Customer Satisfaction

How satisfied are you with the services provided by the bank? Very satisfied Satisfied Somewhat satisfied Indifferent Dissatisfied

The procedure to open an account with the bank is difficult. Strongly agree gree !eutral Disagree Strongly disagree

"ur front desk representatives are courteous. Strongly agree gree !eutral Disagree Strongly disagree

The number of front desk representatives in our branch is enough? Strongly agree gree !eutral Disagree Strongly disagree

#hat do you think about the knowledge of our personnel? $%cellent &They can even suggest us many good ideas'facts( )erfect &They can smoothly * efficiently perform their tasks without delay( +ood &They don,t feel confused to perform an operation( )oor &Should be improved( Very poor

#hat do you think about the skills of our personnel? $%cellent )erfect +ood )oor &Should be improved( Very poor

#hat do you think about the responsiveness of our personnel? Very satisfied Satisfied -oderately satisfied Dissatisfied Very dissatisfied re you referred to the right person to answer your .ueries? lways "ften Sometimes /arely !ever

Do you always get prompt service whenever you visit the branch? lways "ften Sometimes /arely !ever

Do you agree that minimum account limit is not high and easy to maintain? Strongly agree gree Somewhat agree Disagree Strongly disagree re you satisfied with your financial transactions with the bank? Very satisfied Satisfied Somewhat satisfied Dissatisfied Very dissatisfied

The investment monitoring is appropriate. Strongly agree gree Somewhat agree Disagree Strongly disagree ccording to you which service provided by the bank is the best?

#ould you like to suggest any changes or improvement in any service or any feature of the bank?

How long have you had an account with our bank? 0ess than 1 month 0ess than 2 months 0ess than 3 months 0ess than 4 months 0ess than 15 months

How many times would you say you fre.uent our bank in a month? 165 times a month 267 times a month 368 times a month 4611 times a month 119 times a month

/ate the following services offered at our bank: Services name Information * customer ;uery services T- withdrawal services <ash withdrawal services <redit card services =ill payment services 0oan desk <omplaint Desk $%cellent +ood e verag )oo r Very poor

How would you describe our staff at the bank? >riendly:

 <aring: )olite: Ill mannered: ?nprofessional: Incompetent: Helpful: "ur online transaction facility is satisfactory. Strongly agree gree Indifferent Disagree Strongly disagree

)lease describe an instance where our staff was not helpful in dealing with a complaint you had.

"ur online banking service is easy to use. Strongly agree gree Indifferent Disagree Strongly disagree

=ased on your e%perience from our services@ you would like to recommend our bank to your relatives and friends? lways "ften Sometimes /arely !ever