Sample - Bank Customer Survey

Live Report

19-Apr-2024 11:38:38 AM


There are a total of 1086 responses FROM 15-Oct-2008 to 04-Dec-2019.


  1. I use the branch of XXX BANK located at:



  2. Have you visited your branch in the last year?

    ---------------
     PercentCountAnswers
    ---------------
    80.4% 550/684 Yes
    19.6% 134/684 No
    ---------------
     100.0%684/684Summary
    ---------------


  3. Approximately how many times have you visited your branch in last 3 months:

    ---------------
     PercentCountAnswers
    ---------------
    18.2% 97/532 Never
    29.1% 155/532 1-3 times
    23.3% 124/532 4-9 times
    23.3% 124/532 10-19 times
    6.0% 32/532 20 or more times
    ---------------
     100.0%532/532Summary
    ---------------


  4. In terms of the service you received from the customer service representatives/tellers, how satisfied were you with the following?

    1) Friendly and courteous manner
    List index out of bounds (-3)
    2) Knowledge of bank's products & Services
    ---------------
     PercentCountAnswers
    ---------------
    46.5% 310/666 Very satisfied
    22.4% 149/666 Satisfied
    15.0% 100/666 Neutral
    13.2% 88/666 Dissatisfied
    2.9% 19/666 Very dissatisfied
    ---------------
     100.0%666/666Summary
    ---------------
    3) Willingness to listen and respond to your need
    ---------------
     PercentCountAnswers
    ---------------
    47.9% 318/664 Very satisfied
    17.6% 117/664 Satisfied
    17.2% 114/664 Neutral
    14.0% 93/664 Dissatisfied
    3.3% 22/664 Very dissatisfied
    ---------------
     100.0%664/664Summary
    ---------------
    4) Fast and efficient service
    ---------------
     PercentCountAnswers
    ---------------
    46.8% 311/665 Very satisfied
    18.0% 120/665 Satisfied
    16.5% 110/665 Neutral
    15.3% 102/665 Dissatisfied
    3.3% 22/665 Very dissatisfied
    ---------------
     100.0%665/665Summary
    ---------------
    5) Recognition of you as valued customer
    ---------------
     PercentCountAnswers
    ---------------
    48.0% 318/663 Very satisfied
    21.7% 144/663 Satisfied
    13.9% 92/663 Neutral
    12.5% 83/663 Dissatisfied
    3.9% 26/663 Very dissatisfied
    ---------------
     100.0%663/663Summary
    ---------------
    6) Professional and attractive appearance
    ---------------
     PercentCountAnswers
    ---------------
    43.0% 284/660 Very satisfied
    22.6% 149/660 Satisfied
    17.6% 116/660 Neutral
    12.9% 85/660 Dissatisfied
    3.9% 26/660 Very dissatisfied
    ---------------
     100.0%660/660Summary
    ---------------


  5. In terms of the service you recieved from the Supervisors and Management of the branch, how satisfied were you with the following?

    1) Friendly and courteous manner
    ---------------
     PercentCountAnswers
    ---------------
    49.1% 325/662 Very satisfied
    16.8% 111/662 Satisfied
    15.3% 101/662 Neutral
    16.0% 106/662 Dissatisfied
    2.9% 19/662 Very dissatisfied
    ---------------
     100.0%662/662Summary
    ---------------
    2) Knowledge of bank's products & Services
    ---------------
     PercentCountAnswers
    ---------------
    47.4% 310/654 Very satisfied
    20.0% 131/654 Satisfied
    17.7% 116/654 Neutral
    12.4% 81/654 Dissatisfied
    2.4% 16/654 Very dissatisfied
    ---------------
     100.0%654/654Summary
    ---------------
    3) Willingness to listen and respond to your need
    ---------------
     PercentCountAnswers
    ---------------
    47.2% 310/657 Very satisfied
    16.9% 111/657 Satisfied
    19.2% 126/657 Neutral
    13.7% 90/657 Dissatisfied
    3.0% 20/657 Very dissatisfied
    ---------------
     100.0%657/657Summary
    ---------------
    4) Fast and efficient service
    ---------------
     PercentCountAnswers
    ---------------
    47.6% 312/656 Very satisfied
    16.5% 108/656 Satisfied
    16.3% 107/656 Neutral
    17.1% 112/656 Dissatisfied
    2.6% 17/656 Very dissatisfied
    ---------------
     100.0%656/656Summary
    ---------------
    5) Recognition of you as valued customer
    ---------------
     PercentCountAnswers
    ---------------
    47.3% 310/655 Very satisfied
    15.4% 101/655 Satisfied
    18.0% 118/655 Neutral
    15.6% 102/655 Dissatisfied
    3.7% 24/655 Very dissatisfied
    ---------------
     100.0%655/655Summary
    ---------------
    6) Professional and attractive appearance
    ---------------
     PercentCountAnswers
    ---------------
    42.7% 279/653 Very satisfied
    21.7% 142/653 Satisfied
    20.1% 131/653 Neutral
    13.2% 86/653 Dissatisfied
    2.3% 15/653 Very dissatisfied
    ---------------
     100.0%653/653Summary
    ---------------
    7) Available to customers when needed
    ---------------
     PercentCountAnswers
    ---------------
    46.7% 304/651 Very satisfied
    19.0% 124/651 Satisfied
    18.4% 120/651 Neutral
    12.6% 82/651 Dissatisfied
    3.2% 21/651 Very dissatisfied
    ---------------
     100.0%651/651Summary
    ---------------


  6. How satisfied were you with the following aspects of the branch facility?

    1) Clean & well cared facilities
    ---------------
     PercentCountAnswers
    ---------------
    52.1% 349/670 Very satisfied
    18.1% 121/670 Satisfied
    16.0% 107/670 Neutral
    11.5% 77/670 Dissatisfied
    2.4% 16/670 Very dissatisfied
    ---------------
     100.0%670/670Summary
    ---------------
    2) Efficient, no wait service
    ---------------
     PercentCountAnswers
    ---------------
    44.8% 298/665 Very satisfied
    20.0% 133/665 Satisfied
    14.4% 96/665 Neutral
    18.0% 120/665 Dissatisfied
    2.7% 18/665 Very dissatisfied
    ---------------
     100.0%665/665Summary
    ---------------
    3) No long line ups at counter
    ---------------
     PercentCountAnswers
    ---------------
    45.2% 300/664 Very satisfied
    18.1% 120/664 Satisfied
    17.9% 119/664 Neutral
    15.8% 105/664 Dissatisfied
    3.0% 20/664 Very dissatisfied
    ---------------
     100.0%664/664Summary
    ---------------
    4) Availability of information brochures
    ---------------
     PercentCountAnswers
    ---------------
    46.1% 306/664 Very satisfied
    20.9% 139/664 Satisfied
    16.7% 111/664 Neutral
    13.6% 90/664 Dissatisfied
    2.7% 18/664 Very dissatisfied
    ---------------
     100.0%664/664Summary
    ---------------
    5) Pleasant & attractive decor
    ---------------
     PercentCountAnswers
    ---------------
    46.8% 311/664 Very satisfied
    20.8% 138/664 Satisfied
    15.4% 102/664 Neutral
    13.9% 92/664 Dissatisfied
    3.2% 21/664 Very dissatisfied
    ---------------
     100.0%664/664Summary
    ---------------
    6) Automatic bank machines in convenient locations
    ---------------
     PercentCountAnswers
    ---------------
    40.4% 265/656 Very satisfied
    19.7% 129/656 Satisfied
    19.5% 128/656 Neutral
    15.9% 104/656 Dissatisfied
    4.6% 30/656 Very dissatisfied
    ---------------
     100.0%656/656Summary
    ---------------


  7. Do you receive statements monthly?

    ---------------
     PercentCountAnswers
    ---------------
    66.2% 352/532 Yes
    33.8% 180/532 No
    ---------------
     100.0%532/532Summary
    ---------------


  8. In terms of your expectations regarding mailed statements, please indicate your satisfaction with the following.

    1) Sent out reliably and on time
    ---------------
     PercentCountAnswers
    ---------------
    40.8% 231/566 Very satisfied
    23.5% 133/566 Satisfied
    18.6% 105/566 Neutral
    14.1% 80/566 Dissatisfied
    3.0% 17/566 Very dissatisfied
    ---------------
     100.0%566/566Summary
    ---------------
    2) Complete record of transactions
    ---------------
     PercentCountAnswers
    ---------------
    39.4% 222/563 Very satisfied
    25.9% 146/563 Satisfied
    18.1% 102/563 Neutral
    13.9% 78/563 Dissatisfied
    2.7% 15/563 Very dissatisfied
    ---------------
     100.0%563/563Summary
    ---------------
    3) Accurate
    ---------------
     PercentCountAnswers
    ---------------
    40.9% 229/560 Very satisfied
    24.1% 135/560 Satisfied
    15.2% 85/560 Neutral
    16.8% 94/560 Dissatisfied
    3.0% 17/560 Very dissatisfied
    ---------------
     100.0%560/560Summary
    ---------------
    4) Easy to read and understand
    ---------------
     PercentCountAnswers
    ---------------
    40.0% 225/562 Very satisfied
    21.0% 118/562 Satisfied
    19.6% 110/562 Neutral
    16.4% 92/562 Dissatisfied
    3.0% 17/562 Very dissatisfied
    ---------------
     100.0%562/562Summary
    ---------------


  9. Have you applied for credit (a loan, line of credit or mortgage) in the last year?

    ---------------
     PercentCountAnswers
    ---------------
    45.7% 253/554 Yes
    54.3% 301/554 No
    ---------------
     100.0%554/554Summary
    ---------------


  10. In terms of the service you recieved from the lending officer(s), how satisfied were you with the following?

    1) Friendly and courteous manner
    ---------------
     PercentCountAnswers
    ---------------
    32.3% 154/477 Very satisfied
    24.7% 118/477 Satisfied
    20.1% 96/477 Neutral
    19.7% 94/477 Dissatisfied
    3.1% 15/477 Very dissatisfied
    ---------------
     100.0%477/477Summary
    ---------------
    2) Knowledge of bank's products & Services
    ---------------
     PercentCountAnswers
    ---------------
    29.1% 138/474 Very satisfied
    23.8% 113/474 Satisfied
    28.1% 133/474 Neutral
    15.6% 74/474 Dissatisfied
    3.4% 16/474 Very dissatisfied
    ---------------
     100.0%474/474Summary
    ---------------
    3) Willingness to listen and respond to your need
    ---------------
     PercentCountAnswers
    ---------------
    29.2% 139/476 Very satisfied
    29.0% 138/476 Satisfied
    20.8% 99/476 Neutral
    17.9% 85/476 Dissatisfied
    3.2% 15/476 Very dissatisfied
    ---------------
     100.0%476/476Summary
    ---------------
    4) Fast and efficient service
    ---------------
     PercentCountAnswers
    ---------------
    29.9% 142/475 Very satisfied
    27.8% 132/475 Satisfied
    18.7% 89/475 Neutral
    20.4% 97/475 Dissatisfied
    3.2% 15/475 Very dissatisfied
    ---------------
     100.0%475/475Summary
    ---------------
    5) Recognition of you as valued customer
    ---------------
     PercentCountAnswers
    ---------------
    30.1% 142/472 Very satisfied
    22.9% 108/472 Satisfied
    23.9% 113/472 Neutral
    19.3% 91/472 Dissatisfied
    3.8% 18/472 Very dissatisfied
    ---------------
     100.0%472/472Summary
    ---------------
    6) Available to customers when needed
    ---------------
     PercentCountAnswers
    ---------------
    30.0% 142/474 Very satisfied
    22.4% 106/474 Satisfied
    21.7% 103/474 Neutral
    22.2% 105/474 Dissatisfied
    3.8% 18/474 Very dissatisfied
    ---------------
     100.0%474/474Summary
    ---------------
    7) Offer of other services or alternative means to meet your needs
    ---------------
     PercentCountAnswers
    ---------------
    30.0% 142/474 Very satisfied
    22.2% 105/474 Satisfied
    21.9% 104/474 Neutral
    21.9% 104/474 Dissatisfied
    4.0% 19/474 Very dissatisfied
    ---------------
     100.0%474/474Summary
    ---------------


  11. In terms of the service you received from the Bank's mutual funds representatives, please rate the following criteria.

    1) Friendly and courteous manner
    ---------------
     PercentCountAnswers
    ---------------
    31.2% 149/477 Very satisfied
    22.0% 105/477 Satisfied
    21.6% 103/477 Neutral
    21.4% 102/477 Dissatisfied
    3.8% 18/477 Very dissatisfied
    ---------------
     100.0%477/477Summary
    ---------------
    2) Knowledge of bank's mutual fund products & Services
    ---------------
     PercentCountAnswers
    ---------------
    30.0% 142/473 Very satisfied
    19.5% 92/473 Satisfied
    19.0% 90/473 Neutral
    28.5% 135/473 Dissatisfied
    3.0% 14/473 Very dissatisfied
    ---------------
     100.0%473/473Summary
    ---------------
    3) Willingness to listen and help identify your need
    ---------------
     PercentCountAnswers
    ---------------
    30.1% 143/475 Very satisfied
    21.3% 101/475 Satisfied
    22.9% 109/475 Neutral
    22.1% 105/475 Dissatisfied
    3.6% 17/475 Very dissatisfied
    ---------------
     100.0%475/475Summary
    ---------------
    4) Provide guidance and advices
    ---------------
     PercentCountAnswers
    ---------------
    30.4% 143/470 Very satisfied
    26.6% 125/470 Satisfied
    23.4% 110/470 Neutral
    16.2% 76/470 Dissatisfied
    3.4% 16/470 Very dissatisfied
    ---------------
     100.0%470/470Summary
    ---------------
    5) Recognition of you as valued customer
    ---------------
     PercentCountAnswers
    ---------------
    31.2% 148/475 Very satisfied
    28.0% 133/475 Satisfied
    22.7% 108/475 Neutral
    14.5% 69/475 Dissatisfied
    3.6% 17/475 Very dissatisfied
    ---------------
     100.0%475/475Summary
    ---------------
    6) Offer of other services or alternative means to meet your needs
    ---------------
     PercentCountAnswers
    ---------------
    29.6% 141/477 Very satisfied
    23.5% 112/477 Satisfied
    24.5% 117/477 Neutral
    19.1% 91/477 Dissatisfied
    3.4% 16/477 Very dissatisfied
    ---------------
     100.0%477/477Summary
    ---------------


  12. Have you contacted your branch by telephone in the last year?

    ---------------
     PercentCountAnswers
    ---------------
    62.3% 353/567 Yes
    37.7% 214/567 No
    ---------------
     100.0%567/567Summary
    ---------------


  13. Approximately how often do you contact the branch by telephone in a year?

    ---------------
     PercentCountAnswers
    ---------------
    29.4% 168/572 Never
    29.4% 168/572 1-3 times
    20.3% 116/572 4-9 times
    17.3% 99/572 10-19 times
    3.7% 21/572 20 or more times
    ---------------
     100.0%572/572Summary
    ---------------


  14. What was the reason for your most recent telephone contact with your branch?

    ---------------
     PercentCountAnswers
    ---------------
    53.7% 122/227 Account information/balance
    41.9% 95/227 Statement enquiry
    41.4% 94/227 Other
    38.8% 88/227 Confirmation of fund transfer
    37.4% 85/227 Complaint
    36.6% 83/227 Loan enquiry
    35.7% 81/227 Bank hours/phone number/address
    32.6% 74/227 Credit Card enquiry
    31.7% 72/227 Rate inquiry
    ---------------


  15. In terms of the service you expected from the telephone contact, please rate the following criteria.

    1) Call handled promptly, not kept on hold
    ---------------
     PercentCountAnswers
    ---------------
    36.9% 198/536 Very satisfied
    22.2% 119/536 Satisfied
    16.2% 87/536 Neutral
    21.1% 113/536 Dissatisfied
    3.5% 19/536 Very dissatisfied
    ---------------
     100.0%536/536Summary
    ---------------
    2) Courteous and professional manner
    ---------------
     PercentCountAnswers
    ---------------
    31.0% 165/533 Very satisfied
    27.6% 147/533 Satisfied
    21.6% 115/533 Neutral
    16.1% 86/533 Dissatisfied
    3.8% 20/533 Very dissatisfied
    ---------------
     100.0%533/533Summary
    ---------------
    3) Quickly connected to the right person
    ---------------
     PercentCountAnswers
    ---------------
    30.9% 163/528 Very satisfied
    23.3% 123/528 Satisfied
    20.1% 106/528 Neutral
    21.2% 112/528 Dissatisfied
    4.5% 24/528 Very dissatisfied
    ---------------
     100.0%528/528Summary
    ---------------
    4) Question or problem handled to your satisfaction
    ---------------
     PercentCountAnswers
    ---------------
    36.2% 191/528 Very satisfied
    23.3% 123/528 Satisfied
    14.8% 78/528 Neutral
    22.0% 116/528 Dissatisfied
    3.8% 20/528 Very dissatisfied
    ---------------
     100.0%528/528Summary
    ---------------


  16. Would you like to be contacted by a bank representative?

    ---------------
     PercentCountAnswers
    ---------------
    47.2% 273/578 Yes
    52.8% 305/578 No
    ---------------
     100.0%578/578Summary
    ---------------


  17. Would you recommend this branch to a friend or business associate?

    ---------------
     PercentCountAnswers
    ---------------
    43.1% 254/589 Yes
    51.3% 302/589 Maybe
    5.6% 33/589 No
    ---------------
     100.0%589/589Summary
    ---------------


  18. Why would you not recommend this branch?



  19. Do you have any remarks you want to add concerning the service you have been receiving at your branch?



  20. Your complete satisfaction is very important to us. Would you like someone from the bank to contact you?

    ---------------
     PercentCountAnswers
    ---------------
    70.9% 407/574 No thanks
    29.1% 167/574 Yes please
    ---------------
     100.0%574/574Summary
    ---------------


  21. Your contact Information

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