SUMMER TRAINING REPORTBATCH 2012-2015TO STUDY COSTUMER PREFERENCES AND ATTRIBUTES TOWARDS SAVINGS ACCOUNT OF HDFC BANK

Submitted By: Shalini BBA (B&I) 5th Semester

ACKNOWLEDGEMENT

Any project cannot be successfully completed without the support and help of lots of people. It is with great pleasure and privilege that I wish to thank the people who have actively supported me in this project.First of all I would like to thank Dr. Monica for providing me an opportunity to work on this project. She constantly encouraged and guided me to streamline this project from conceptualization to finish by providing valuable inputs and suggestions. She has been a source of constant support, encouragement and, helped to achieve the target of completing my minor project report. She not only helped me in completing the project, but also helped me by giving valuable insights. I would also thank to all the staff members of Axis Bank, who helped me in providing information and aspects of Axis Bank.

TABLE OF CONTENTS

CHAPTER I: INTRODUCTION History of banking in India Research objective Research Methodology Limitations of study

CHAPTER II: PROFILE OF THE ORGANISTAION Introduction to the organization Introduction to the topic

CHAPTER III Analysis and interpretation of data

CHAPTER IV Conclusion and Recommendations

BIBLIOGRAPHYANNEXURES Questionnaire

CHAPTER-IINTRODUCTION

HISTORY OF BANKING IN INDIA

Banking in Indiain the modern sense originated in the last decades of the 18th century. The first banks were Bank of Hindustan (1770-1829) and The General Bank of India, established 1786 and since defunct.The largest bank, and the oldest still in existence, is theState Bank of India, which originated in theBank of Calcuttain June 1806, which almost immediately became theBank of Bengal. This was one of the three presidency banks, the other two being theBank of Bombayand theBank of Madras, all three of which were established under charters from theBritish East India Company. The three banks merged in 1921 to form theImperial Bank of India, which, upon India's independence, became the State Bank of Indiain 1955. For many years the presidency banks acted as quasi-central banks, as did their successors, until theReserve Bank of Indiawas established in 1935.In 1969 theIndian governmentnationalisedall the major banks that it did not already own and these have remained under government ownership. They are run under a structure known as 'profit-making public sector undertaking' (PSU) and are allowed to compete and operate ascommercial banks. The Indian banking sector is made up of four types of banks, as well as the PSUs and the state banks , they have been joined since the 1990s by new private commercial banks and a number of foreign banks.Generally banking in India was fairly mature in terms of supply, product range and reach-even though reach in rural India and to the poor still remains a challenge. The government has developed initiatives to address this through the State Bank of India expanding its branch network and through theNational Bank for Agriculture and Rural Developmentwith things like microfinance.

RESEARCH OBJECTIVE To find out the Customers preferences while opening Savings Account in HDFC Bank. To study brand image of the bank. To increase the business of the bank. To call people according to the leads and databases created and convince people to take the accountSUB-OBJECTIVES: To explain the customers how a particular account would help them providing security to them Use all the financial knowledge given by the company so that the customer realizes that he definitely needs to take a particular account Educate the clients about risks and various possible scenarios so that the clients dont harbor unrealistic expectations.RESEARCH METHODOLOGYThe detail survey was conducted among the customers of HDFC Bank (Lajpat Nagar Branch), New Delhi.

SOURCE OF DATA:Primary Data: Structured Questionnaire Secondary Data: Internal sources such as Organizational files, Official records, Management books, preserves information in the Companys database and website of the company.SAMPLING PLAN:Sampling units: CustomersSampling technique: Random SamplingResearch Instrument: Structured questionnaireSample Size: 100

LIMITATION OF STUDYFrom the title of the project, the scope of this project is confined to the Savings Account provided by HDFC Bank. As with all studies, there is the problem of finding good and relevant information. The information in this project is restricted to whatever relevant information I could find that is related to the subject matter. Time constraint was the major factor to draw the market segments for Savings account. Sometimes, the respondents used to give misleading information so as to hide his original identity, which proved to be harmful for the report. All the information cannot be included as most of the information was confidential. Staff although are very helpful but are not able to give much of their time due to their own job constraints

CHAPTER- IIPROFILE OF THE ORGANISATION

INTRODUCTION TO HDFC BANKPROFILE:The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an in principle approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of RBIs liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. PROMOTER: HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.BUSINESS FOCUS:HDFC Bank's mission is to be a World Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the banks risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Banks business philosophy is based on five core values: Operational Excellence, Customer Focus, Product Leadership, People and Sustainability.CAPITAL STRUCTURE:As on March 31, 2014 the authorized share capital of the Bank is Rs. 550 crores. The paid-up capital as on the said date is Rs 479, 81,00,870/- (2399050435) equity shares of Rs. 2/- each). The HDFC Group holds 22.64 % of the Bank's equity and about 16.97 % of the equity is held by the ADS / GDR Depositories (in respect of the bank's American Depository Shares (ADS) and Global Depository Receipts (GDR) Issues). 34.11 % of the equity is held by Foreign Institutional Investors (FIIs) and the bank has 4,22,314 shareholders.The shares are listed on the Bombay Stock Exchange Limited and The National Stock Exchange of India Limited. The Bank's American Depository Shares (ADS) are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange

DISTRIBUTION NETWORK:HDFC Bank is headquartered in Mumbai. As of June 30, 2014, the Bank's distribution network was at 3,488 branches in 2,231 cities. All branches are linked on an online real-time basis. Customers across India are also serviced through multiple delivery channels such as Phone Banking, Net Banking, Mobile Banking and SMS based banking. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centers, where its corporate customers are located, as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing / settlement bank to various leading stock exchanges, the Bank has branches in centers where the NSE / BSE have a strong and active member base. The Bank also has a network of 11,426 ATMs across India. HDFC Bank's ATM network can be accessed by all domestic and international Visa / MasterCard, Visa Electron / Maestro, Plus / Cirrus and American Express Credit / Charge cardholders.

PRODUCTS OFFERRED BY HDFC BANK:Personal Banking:1. Accounts and deposits:SAVINGS ACCOUNT: Savings Max account Regular savings account Womens saving account Kids advantage account Senior citizens account Family savings group account Basic savings bank deposit account Institutional accountsSALARY ACCOUNT: Premium salary account Regular salary account Defense salary account Classic salary account Reimbursement account Basic savings bank deposit account- Savings Salary family accountCURRENT ACCOUNT: ULTIMA current account Supreme current account Apex current account EZEE current account Agri current account Max current account Plus current account Current account for Hospitals and Nursing Homes Trade current account Current account for Professionals Premium Current account Merchant advantage current account Regular current account

DEPOSITS: Regular FD Recurring Deposits 5 year Tax Saving FD Super Saver facility Sweep-in facilitySAFE DEPOSIT LOCKERRURAL ACCOUNT: BSBDA- farmers Kisan Club Savings Account

2. Loans: Personal loans Business Loans Home Loans Car Loans Two wheeler loans Gold loans Loan against Assets Educational loans Government sponsored programs Rural loans

2. Cards: Credit cards Debit cards Prepaid cards Credit card rewards program Loan on Credit cards

3. Demat: Demat account 2 in 1 account 3 in 1 account

4. Investments: Distribution of financial products Investment products Investment Advisory reports

5. Insurance: Life insurance Health insurance Motor insurance Travel insurance Home insurance Two wheeler insurance

6. FOREX: Travel solutions Remittance products Other forex services

7. Premium banking: Imperia banking Preferred banking Classic banking

8. Bank Online: Net banking Credit card net banking Email statements Loan accounts online

9. Bank with your phone: Mobile banking Mobile payments InstaAlerts-SMS & Email Phone banking

10. Atm facility, branch banking etc.

INTRODUCTION TO THE TOPIC

Meaning of savings account:Saving accountsare accounts maintained by retailfinancial institutionsthat payinterestbut cannot be used directly asmoneyin the narrow sense of amedium of exchange(for example, by writing acheque). These accounts let customers set aside a portion of their liquid assets while earning a monetary return.

Types of HDFC Savings Account:1. Savings max Account2. Regular Savings Account3. Women Savings Account4. Senior citizens Account5. Family Savings Group Account6. Basic Savings bank deposit Account7. Basic Savings bank Deposit Small Account

1. SAVINGS MAX ACCOUNT :AVERAGE MONTHLY BALANCE Rs. 25000

INSURANCE BENEFITAccidental hospitalization cover of Rs. 1 lakh p.a. and Accidental death cover of Rs. 10 lakh p.a.

DEBIT CARD BENEFITLifetime Free Titanium Royale Debit card.Daily cash withdrawal limit of Rs. 75000.

INVESTMENTSOnline trading Account offers- 50% discount on account opening

EXCLUSIVE OFFERS50% discount on issuance of ForexPlus cards and GiftPlus Cards.Special discounts on interest rates and fees on business/auto/personal loans.

FEES AND SERVICES: Charges on non-maintenance

Cheque book

Hold statements Cheque collection Balance enquiry Phone banking ATM card ATM transactions at other bank ATMsIf AMB is between Rs. 10000 to Rs. 25000, then Rs.350 p.m. and if AMB is less than Rs. 10000, Rs. 500 p.m.Free 25 cheque leaves per calendar quarter.

Rs. 400 per yearFreeFreeFreeFree

Unlimited free transactions

ELIGIBILTY CRITERIA Resident individuals (sole or joint account), Hindu undivided families, Foreign nationals residing in India.

2. REGULAR SAVINGS ACCOUNT:AVERAGE MONTHLY BALANCERs. 10000

FEES AND SERVICES: Charges on non-maintenance

Cheque book

Hold statements Cheque collection Balance enquiry Phone banking ATM card ATM transactions at other bank ATMsRs.250 p.m. if AMB is between Rs. 5000 to Rs. 10000 and Rs.350 p.m. if AMB is less than Rs. 5000Free 25 cheque leaves per calendar quarterRs. 400 per yearFree(local)FreeFreeFree

5 free transaction per month

ELIGIBILTY CRITERIA A resident individual (sole or joint account), A Hindu undivided family, A foreign national.

3. WOMEN SAVINGS ACCOUNT:AVERAGE MONTHLY BALANCERs. 10000

INSURANCE BENEFIT Get Accidental Death Cover of Rs. 10 lakhs. Get Accidental Hospitalisation Cover of Rs. 1 lakh

DEBIT CARD BENEFITWomens Advantage Debit card.Daily cash withdrawal limit of Rs. 25000.

INVESTMENTS (online trading account)Account opening charges for one account Rs. 999 and two accounts Rs. 1399.

EXCLUSIVE OFFERSSpecial discount on interest rates and processing fees on two wheeler/auto/gold/personal loans.

FEES AND SERVICES: Charges on non-maintenance

Cheque book

Hold statements Balance enquiry Phone banking ATM card ATM transactions at other bank ATMsRs.250 p.m. if AMB is between Rs.5000 to Rs. 10000 and Rs.350 p.m. if AMB is less than Rs.5000.Free 25 cheque leaves per calendar quarter.Rs.400 per yearFreeFreeRs. 100

Unlimited Free transactions

ELIGIBILTY CRITERIA The first account holder should be a woman, A resident individual (sole or joint account), A foreign national.

4. SENIOR CITIZENS ACCOUNT:AVERAGE MONTHLY BALANCERs. 5000

INSURANCE BENEFITAccidental hospitalization cover of Rs.50000 p.a.

DEBIT CARD BENEFITEasyShop International Debit card free for life.Cash withdrawal limit of Rs.25000 per day.

INVESTMENTS(online trading account)Account opening charges of only Rs.599

FEES AND SERVICES: Charges on non maintenance Cheque book

Hold statement

Balance enquiry Phone banking ATM card ATM transactions at other bank ATMsRs. 100 p.m.Free 25 cheque leaves per calendar quarterRs. 400 per year

FreeFreeFree5 free transaction per month

ELIGIBILTY CRITERIAAll resident individuals (sole or joint) in the age group of 60 years and above are eligible to open the Senior Citizens Account.In the case of a joint account, the first applicant has to be a senior citizen.

5. FAMILY SAVINGS GROUP ACCOUNT:AVERAGE MONTHLY BALANCERs.40000 on all accounts grouped

INVESTMENTS(online trading account)Account opening charges Rs.799

LOCKERS50% off on the Locker rental calculated on a pro-rata basis and applicable only for the year of allotment.

FEES AND SERVICES: Charges on non-maintenance

Cheque book

Hold statement Cheque collection Balance enquiry Phone banking ATM cardIf AMB is between Rs.20000 and Rs.40000, then Rs.350 p.m. and if AMB< Rs.20000, then Rs.500 p.m.Free 25 cheque leaves per calendar quarter.Rs.400 per yearFree (local)FreeFreeFree

ELIGIBILITY CRITERIA All members who have an individual HDFC Bank account. A minimum of 2 and maximum of 4 accounts can be grouped under a single Family Savings Group (FSG). Non-Resident (NR) accounts can also be grouped. Savings Max, Current and HUF accounts cannot be grouped under an FSG account. The Customer ID of the Primary account holder in the group will be the Group ID. The Primary account holder cannot be a minor.

6. BASIC SAVINGS BANK DEPOSIT ACCOUNT:AVERAGE MONTHLY BALANCEZERO

FEES AND SERVICES: Charges on non maintenance Cheque book Hold statement Cheque collection Phone banking Balance enquiry ATM card ATM transactions at other bank ATMsNA1st PAP cheque book freeRs.400 per yearFree(local)FreeFreeFree

Free for first 5 transactions in a month.

ELIGIBILTY CRITERIAAny resident individual (sole or joint) or Hindu Undivided Family can open a Basic Savings Bank Deposit Account.

7. INSTITUTIONAL SAVINGS ACCOUNTAVERAGE MONTHLY BALANCEZERO

FEES AND SERVICES: Charges on non maintenance Cheque book Hold statement Cheque collection Balance enquiry Account statement Phone bankingNILFreeRs.400 per yearFree(local)FreeFree- monthly statements sent by postsFree

ELIGIBILTY CRITERIAIf you are a Trust, Association, Society, Club, NGO, Charitable Hospital, Educational Institute, Section 25 companies that is eligible to open a savings account as per RBI guidelines, then; you can open an Institutional Savings Account.

8. BSBDA SMALL ACCOUNT:AVERAGE MONTHLY BALANCEZERO

FEES AND SERVICES: Charges on non maintenance Cheque book Hold statement Cheque collection Balance enquiry ATM card Phone banking ATM transactions at other bank ATMsNA1st PAP chequebook freeRs.400 per yearFree (local)FreeFreeFree

Free for first 5 transactions in a month

ELIGIBILTY CRITERIAYou are a resident individual and do not have completeKYC. To be more specific, a residential individual who does not have: 1. Photo ID proof as per the banks acceptable list of documents. 2. Address proof as per the banks acceptable list of documents.

SAVINGS ACCOUNT APPLICATION FORM

CHAPTER-3ANALYSIS AND INTERPRETATION OF DATA

DATA ANALYSIS:

Data Analysisis the process of systematically applying statistical and/or logical techniques to describe and illustrate, condense and recap, and evaluatedata.

DATA INTERPRETATION:

Data interpretationis part of daily life for most people.Interpretationis the process of making sense of numericaldatathat has been collected, analyzed, and presented

FINDINGS:

Through the questionnaire, we have tried to get hold of customer preference, inclination, and requirements. We have tried to find out the hidden need or want of the people and have tried to find if these people can be tapped as the potential customer of the HDFC bank. Find out the behavior of the individuals regarding the product and services.

Ques1: Do you have a savings account?ANSWERNO. OF RESPONDENTSPERCENTAGE

YES17085%

NO3015%

TOTAL200

TABLE 1

FIGURE 1

ANALYSIS:85% of respondents have a savings account while 15% of respondents dont have a savings account.

Ques 2: If yes, which bank?

BANKNO. OF RESPONDENTSPERCENTAGE

HDFC10058.82%

ICICI3520.58%

Axis2011.78%

Other Banks158.82%

TOTAL170

TABLE 2

FIGURE 2: BANKS

ANALYSIS: 58.82% respondents have savings accounts in the HDFC Bank while 41.48% have savings account in other banks.

Ques 3: How long you been associated with HDFC bank?TIME PERIODNO. OF RESPONDENTSPERCENTAGE

Less than 2 years1717%

2 years to 5 years2828%

5 years to 10 years3737%

10 years and above1818%

TOTAL100

TABLE 3

FIGURE 3: TIME PERIOD

ANALYSIS: 17% respondents are associated with the bank for 2 years and less.28% are associated for a period of 2 years to 5 years.37% are associated for a period of 5 years to 10 years.18% are associated for 10 years and above.

Ques 4: What is your monthly transaction in your account?

MONTHLY TRANSACTIONNO. OF RESPONDENTSPERCENTAGE

Less than 5 lakhs1515%

5 lakhs to 15 lakhs2424%

15 lakhs to 25 lakhs3333%

25 lakhs and above2828%

TOTAL100

TABLE 4

FIGURE 4: MONTHLY TRANSACTION

ANALYSIS: 39% of respondents have a monthly transaction below Rs. 15 lakhs.61% have a monthly transaction of Rs. 15 lakhs and above.

Ques 5: What factors do you consider while opening a savings account?

FACTORSNO. OF RESPONDENTSPERCENTAGE

Accessibility1010%

Minimum balance2020%

DD/Pay order1313%

Free Cheque1010%

Debit card88%

Credit Card77%

Cheque pickup22%

Net banking1616%

Mobile Banking77%

At par Cheque33%

NEFT22%

RTGS22%

TOTAL100

TABLE 5

FIGURE 5: FACTORS WHILE OPENING SAVINGS ACCOUNT

ANALYSIS:20% of respondents consider Minimum Balance while opening Savings Account.16% consider Net banking while only 2% consider Cheque pickup or NEFT or RTGS while opening Savings Account in HDFC Bank

Ques 6: Which mode of transaction do you avail frequently?MODENO. OF RESPONDENTSPERCENTAGE

Cheque1515%

Demand draft77%

Pay order33%

Credit cards2525%

Debit Cards4040%

Net Banking1010%

TOTAL100

TABLE 6

FIGURE 6: MODE OF TRANSACTION

ANALYSIS:The most common mode of transaction is Debit Cards i.e. 40% of respondents consider it, followed by 25% of respondents considering Credit Cards. The least mode of transaction availed is Pay Order considered by only 3% of respondents.

Ques 7: What type of transaction you make?TYPENO. OF RESPONDENTSPERCENTAGE

Intercity3030%

Intracity20208

Both5050%

TOTAL100

TABLE 7

FIGURE 7: TYPE OF TRANSACTION

ANALYSIS:30% of respondents make Intercity transaction.20% make Intracity Transaction.50% respondents consider both type of transaction.

Ques 8: Rate you experience according to understanding of your problems by the bank.NO. OF RESPONDENTSPERCENTAGE

Poor1010%

Good2525%

Fair2020%

Excellent4545%

TOTAL100

TABLE 8

FIGURE 8

ANALYSIS:45% of respondents rated their experience according to understanding of their problems by the bank as Excellent, while 10% rated their experience as Poor.

Ques 9: Rate your experience according to the response time.RATINGSNO. OF RESPONDENTSPERCENTAGE

Poor555%

Good4040%

Fair2525%

Excellent3030%

TOTAL100

TABLE 9

FIGURE 9

ANALYSIS:40% of respondents rated their experience according to the response time by the bank as Good, while 5% rated their experience as Poor.

Ques 10: Rate your experience according to the knowledge of the staff.RATINGSNO. O RESPONDENTSPERCENTAGE

Poor00%

Good2020%

Fair3030%

Excellent5050%

TOTAL100

TABLE 10

FIGURE 10

ANALYSIS:50% of respondents rated their experience according to knowledge of the staff of the bank as Excellent, while 20% rated their experience as Good.

SWOT ANALYSIS:STRENGTHS Right strategy for the right products. Superior customer service vs. competitors. Great Brand Image High degree of customer satisfaction. Good place to work Lower response time with efficient and effective service. Dedicated workforce aiming at making a long-term career in the field.WEAKNESSES Some gaps in range for certain sectors. Customer service staff needs training. Processes and systems, etc Management cover insufficient. Sectoral growth is constrained by competition for staff

OPPORTUNITIES Profit margins will be good. Could extend to overseas broadly. New specialist applications. Could seek better customer deals. Fast-track career development opportunities on an industry-wide basis. An applied research centre to create opportunities for developing techniques to provide added-value services

THREATS Legislation could impact. Great risk involved Very high competition prevailing in the industry. Vulnerable to reactive attack by major competitors. Lack of infrastructure in rural areas could constrain investment. High volume/low cost market is intensely competitive.

CHAPTER 4CONCLUSION AND RECOMMENDATIONS

CONCLUSION:

1. Network reach and visibility of a bank is important criterion for the customer while opening a Savings Account. Reach in terms of branches and ATMs is directly proportional to the market share in case of Private Players.2. In case of a new customer, if a bank approaches it first for opening a savings account for them, then there is a good chance for the bank of getting many future businesses and cross sales from the deal.3. Aggressive marketing is the key to increase the market share in this area, since the market has a lot of potential in terms of untapped market.4. In order to keep a customer satisfied a bank must identify the value the customer appoints to every item in each dimension, and then the focus should be given in order of that value.

RECOMMENDATIONS:

1. Branch Sales force shall be trained to explain the product features and its value added services to make customers product selection convenient.2. Recommend the right product to the right customer so as to ensure a high degree of satisfaction. 3. Make people aware about their product and basic benefits they can drive from it. 4. The bank shall also target Small business unit for whom maintenance of AQB is not a problem.5. Standard of service provided shall be increased for both the existing customers as well as potential ones. 6. Word of mouth shall be used as a promotional tool to increase the sales potential of the Savings Account.

BIBLIOGRAPHY

BIBLIOGRAPHY:I did the research work mainly from the internet site and also collecting brochures, handouts and annual reports from HDFC Bank.

1. https://www.google.co.in/2. https://www.wikipedia.org/3. http://www.hdfcbank.com/

ANNEXURE

QUESTIONNAIRE:

1. NAME OF THE RESPONDENT ___________________________________

2. CONTACT NO. ________________________________

3. ADDRESS _______________________________________________________________________________________________________________________________________________________________________________________________________________

4. DO YOU HAVE A SAVINGS ACCOUNT? YES NO

5. IF YES, WHICH BANK? HDFC ICICI AXIS OTHERS, Please specify ___________________________

6. HOW LONG HAVE YOU BEEN ASSOCIATED WITH HDFC BNK? LESS THEN 2 YEARS 2 TO 5 YEARS 5 TO 10 YEARS 10 YEARS AND ABOVE

7. WHAT IS YOUR MONTHLY TRANSACTION IN YOUR ACCOUNT? LESS THEN 5 LAKHS 5 TO 15 LAKHS 15 TO 25 LAKHS 25 LAKHS AND ABOVE

8. WHAT FACTORS DO YOU CONSIDER WHILE OPENING A SAVINGS ACCOUNT? ACCESSIBILTY MINIMUM BALANCE DD/ PAY ORDER FREE CHEQUES DEBIT CARD CREDIT CARD NET BANKING MOBILE BANKING AT PAR CHEQUE NEFT RTGS

9. WHICH MODE OF TRANSACTION DO YOU AVAIL FREQUENTLY? CHEQUE DEMAND DRAFT PAY ORDER DEBIT CARD CREDIT CARD NET BANKING

10. WHAT TYPE OF TRANSACTION YOU MAKE? INTERCITY INTRACITY BOTH

11. RATE YOU EXPERIENCE ACCORDING TO UNDERSTANDING OF YOUR PROBLEMS BY THE BANK. POOR GOOD FAIR EXCELLENT

12. RATE YOUR EXPERIENCE ACCORDING TO THE RESPONSE TIME. POOR GOOD FAIR EXCELLENT

13. RATE YOUR EXPERIENCE ACCORDING TO THE KNOWLEDGE OF THE STAFF. POOR GOOD FAIR EXCELLENT

DATE ________________PLACE_______________SIGNATURE____________

1