RM Questionnaire for Bank Customer Satisfaction_Pranotee Worlikar
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Name: Pranotee Worlikar Batch: XMBA -43(Matunga) Roll No: 5 Objectives: 1) To find out the Banking S ervices used by the Bank of Baroda c ustomers. 2) To find o ut the Customer Satisfaction. Note: Please tick in the appropriate box 1. I use the branch of Bank of Baroda located at: 2. Have you visited your branch in last 6 months? Yes No 3. Approximately how many times have you visited your branch in last 3 months? Never 1 – 3 times 4-9 times 10-19 times 20 or more times 4. In terms of the service you received from the service representatives / tellers, how satisfied were you with the following? Very Satisfie d Satisfie d Neutral Dissatisfi ed Very 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 a valued customer Professional and attractive appearance 5. Which of the following products and services do you use (Select all that apply) 1. Checking 2. Savings 3.Auto Loans 4. Debit / Credit Card 5. Retirement A/c 6. Home Equity Loan 7. ATM 8. Loan Services 9. Direct Response 10. Online banking 11.Maotgage
Transcript of RM Questionnaire for Bank Customer Satisfaction_Pranotee Worlikar
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Name: Pranotee Worlikar
Batch: XMBA -43(Matunga)
Roll No: 5
Objectives: 1) To find out the Banking Services used by the Bank of Baroda customers.
2) To find out the Customer Satisfaction.
Note: Please tick in the appropriate box
1. I use the branch of Bank of Baroda located at:
2. Have you visited your branch in last 6 months?
Yes No
3. Approximately how many times have you visited your branch in last 3 months?
Never 1 – 3 times 4-9 times 10-19 times 20 or more times
4. In terms of the service you received from the service representatives / tellers, how
satisfied were you with the following?
Very
Satisfied
Satisfie
d
Neutral Dissatisfi
ed
Very
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 a valued
customer
Professional and attractiveappearance
5. Which of the following products and services do you use (Select all that apply)
1. Checking 2. Savings 3.Auto Loans
4. Debit / Credit Card 5. Retirement A/c 6. Home Equity Loan
7. ATM 8. Loan Services 9. Direct Response
10. Online banking 11.Maotgage
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6. Where do you do the majority of your banking transactions?
In the branch On-line Others
7. How satisfied were you with the following aspects of the branch facility?
Very
Satisfied
Satisfie
d
Neutral Dissatisfi
ed
Very
Dissatisfied
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
8. Do you receive statements monthly?
Yes No
9. In terms of your expectations mailed statements, please indicate your satisfaction with the
following.
Very
Satisfied
Satisfied Neutral Dissatisfied Very
Dissatisfied
Sent out reliably and on time
Complete record of transactions
Accurate
Easy to read and understand
10. Have you applied for credit (a loan, line of credit or mortgage) in the last year?
Yes No
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11. In terms of the service you received from the leading officers(s), how satisfied was you
with the following?
VerySatisfie
d
Satisfied
Neutral Dissatisfied
VeryDissatisfied
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 a valued
customer
Professional and attractive
appearanceOffer of other services or alternative
means to meet your needs
12. Have you contacted your branch by telephone in the last year?
Yes No
13. 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
14. What was the reason for your most recent telephone contact with your branch?
(Select all that apply)
1. Account information / balance 2. Confirmation of fund transfer
3. Rate Inquiry 4. Bank hours/phone number/address
5. Loan Enquiry 6. Statement Enquiry
7. Complaint 8. Credit Card Enquiry
10. Other
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20. Your complete satisfaction is very important to us. Would you like someone from the
bank to contact you?
21. Your contact Information
Optional
Your name:
Phone No:
No thanks Yes please
