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    GM Qus

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    omkar
    The document contains a survey about customer satisfaction with SBI Bank. It asks respondents about their name, gender, age, occupation, income, reasons for choosing SBI Bank, types of services used, number of years banking with SBI Bank, satisfaction with core banking facilities, most satisfying services, reasons for visiting branches, satisfaction with financial transactions, use of alternative banks, overall service quality, likelihood of recommending the bank, impressions of the bank, promptness of service, speed of problem resolution, online banking use and satisfaction, and feedback on customer service representatives.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    GM Qus

    Uploaded by

    omkar
    73 views4 pages
    The document contains a survey about customer satisfaction with SBI Bank. It asks respondents about their name, gender, age, occupation, income, reasons for choosing SBI Bank, types of services used, number of years banking with SBI Bank, satisfaction with core banking facilities, most satisfying services, reasons for visiting branches, satisfaction with financial transactions, use of alternative banks, overall service quality, likelihood of recommending the bank, impressions of the bank, promptness of service, speed of problem resolution, online banking use and satisfaction, and feedback on customer service representatives.

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    qus

    Original Title

    GM QUS

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    The document contains a survey about customer satisfaction with SBI Bank. It asks respondents about their name, gender, age, occupation, income, reasons for choosing SBI Bank, types of services used, number of years banking with SBI Bank, satisfaction with core banking facilities, most satisfying services, reasons for visiting branches, satisfaction with financial transactions, use of alternative banks, overall service quality, likelihood of recommending the bank, impressions of the bank, promptness of service, speed of problem resolution, online banking use and satisfaction, and feedback on customer service representatives.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    73 views4 pages

    GM Qus

    Uploaded by

    omkar
    The document contains a survey about customer satisfaction with SBI Bank. It asks respondents about their name, gender, age, occupation, income, reasons for choosing SBI Bank, types of services used, number of years banking with SBI Bank, satisfaction with core banking facilities, most satisfying services, reasons for visiting branches, satisfaction with financial transactions, use of alternative banks, overall service quality, likelihood of recommending the bank, impressions of the bank, promptness of service, speed of problem resolution, online banking use and satisfaction, and feedback on customer service representatives.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 4

    NAME : -------------------------------------------------------

    GENDER :

     male
     female

    age

     0 -18
     18-25
     25-40
     40-60
     60 above
     Occupation
     Salaried businessman
     Professional
     Housewife
     Other

    Income

     0-100000
     100000-250000
     250000-400000
     400000 above

    What was the single most important reason that choose SBI bank

     I have traditional bank account with the same bank


     The brand name of the bank
     The excellent services provided by this bank
     ATM service
     Net banking facilty
     Location advantages
     Any other

    Which type of services you are taking from the SBI bank

     Saving account
     NRI account
     Fixed deposit
     Current account
     Other
    Since how many year you are dealing with SBI bank

     0-1
     1-2
     2-3
     3-4
     4-5
     More than 5 year

    Does your bank have core banking facility for the customer

     Yes
     No
     Not aware

    Which services satisfied you most

     ATM
     Loan
     Early cheque cleareness
     Net banking
     Phone banking
     Interest pakage

    What is the main reason that you typically visit your Branch? (Please choose the single
    most important reason).

     To make deposit
     To make deposit
     To get advice for investment option
     To enquiry about balance o
     To withdraw cash
     Any other please specify

    If you are provided with better service by optional bank. Would you like to move to other
    bank?

     Yes
     No Why??

    . Are you satisfied with your financial transactions with the bank?

     Very satisfied
     Satisfied
     Somewhat satisfied
     Dissatisfied

    Do you use the service of alternative bank?

     Yes
     No

    What do you feel about overall service quality of your bank.

     Excellent
     very good
     good
     average
     poor

    Would you recommend this bank to your friends, relatives, associates?

     Yes
     No Why??

    When do you think of your bank what comes first in your mind.

     Personalized service
     Customer service
     Wide branch network
     computerized banking
     Core banking

    Do you always get prompt service whenever you visit the branch?

     Never
     Rarely
     Sometimes
     Often
     Always

    How quickly were v our banking problems and issues addressed by the bank staff ?

     Within 3-5
     Immediately
     Within 24 hours
     Within 48 hours business days
     More than a week

    Are you able to use banking services online?


     Yes
     No

    What is the major purpose for which you use the online banking?

     Online Ticket Booking


     Online Bill Payments Request for a cheque book
     Balance Check
     Others.

    Are you satisfied with online banking?

     Yes
     cannot say
     No

    What is your feedback regarding the bank's Customer Service Representatives?

     Answer calls quickly


     Knowledge about banking product
     Banking issues handled quickly
     Knowledge about banking products
     Good communication skills
     Suggestion if any

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