Questionnaire for customers on bank performance measurement

Respondent Profile

I have a bank account with:Bank_____________________Branch:_____________________

Age: < 25 years old 26-35 years 36-50 years old > 50

Gender: Male Female

Educational Qualification:High School Graduation Post Graduation

Professional / Diploma

Occupation:Govt. Sector Private Sector BusinessRetiredStudent

Salary range: Up to Rs.1,20,000 Rs. 1,20,000 to 3,00,000

Rs. 3,00,000 to 5 Lakhs Above 5 lakhs

1. For how long have you been dealing with this bank?

1-3 years 3-5 years 5-10 years Over 10 years

2. Do you maintain accounts with this bank?

Yes No

3. Tick the different types of facilities you have with this bank.

Deposit accounts Credit Card Loan accounts

Share trading account Locker facility Mutual funds

Insurance products

4. What kind of deposit accounts do you have?

Savings Bank Recurring Deposit Fixed Deposit

5. Have you availed of loan facilities with this bank?

Yes No
6. What kind of loans have you taken?

Car loan Jewel loan Consumer loan Housing loan

7. Are you satisfied with the facilities provided by the bank?

Yes No

8. Do you currently deal with other banks?

Yes No

9. If yes, specify the kind of account

Fixed Deposit AccountSavings account Credit Card Loan account

Share trading AccountLocker facility Mutual Funds Insurance

10. How many earning members are there in your family? _________________

11. Do they also have accounts with this bank?

Yes No
12. Please indicate your level of agreement on the following statements.
(5-Very Satisfied; 4-Somewhat Satisfied; 3-Neutral; 2-Somewhat Dissatisfied; 1-Very Dissatisfied)
Branch ambience 5 4 3 2 1
The branch has a clean and pleasant environment
Ample parking facility is available
The counters are conveniently located
I feel ease and comfort when I deal with this bank
Employee behaviour
The staff are courteous and friendly
The customer service is quick and efficient
Account opening procedure is smooth
My queries are immediately attended to by the bank
The quality of the services that the Bank provides is better
as compared to the other banks that I have dealt with
Product satisfaction
The bank’s e-banking services are excellent
I am happy with the ATM services provided by the bank
I have a wide range of products to choose from
The bank offers me the latest in technology
The bank keeps me updated with new products and
services
The bank charges for the various services provided by
them are reasonable
The Bank is constantly trying to enhance its relationship
with me
The bank is able to fulfill all my banking needs
Trust and loyalty
I will continue to maintain business dealings with the
Bank.
I would like to avail of other services/products that the
Bank provides.
All my family members are banking with this bank
I will recommend the services/products offered by Bank
to my relatives and friends.