Sample - Bank Customer Survey

Live Report

07-Dec-2022 2:00:31 AM


There are a total of 1124 responses FROM 15-Oct-2008 to 07-Oct-2022.


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



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

    ---------------
     PercentCountAnswers
    ---------------
    79.0% 564/714 Yes
    21.0% 150/714 No
    ---------------
     100.0%714/714Summary
    ---------------


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

    ---------------
     PercentCountAnswers
    ---------------
    18.4% 103/559 Never
    29.0% 162/559 1-3 times
    23.3% 130/559 4-9 times
    23.4% 131/559 10-19 times
    5.9% 33/559 20 or more times
    ---------------
     100.0%559/559Summary
    ---------------


  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
    ---------------
    45.5% 317/696 Very satisfied
    22.7% 158/696 Satisfied
    15.2% 106/696 Neutral
    13.6% 95/696 Dissatisfied
    2.9% 20/696 Very dissatisfied
    ---------------
     100.0%696/696Summary
    ---------------
    3) Willingness to listen and respond to your need
    ---------------
     PercentCountAnswers
    ---------------
    46.8% 325/694 Very satisfied
    17.6% 122/694 Satisfied
    17.7% 123/694 Neutral
    14.6% 101/694 Dissatisfied
    3.3% 23/694 Very dissatisfied
    ---------------
     100.0%694/694Summary
    ---------------
    4) Fast and efficient service
    ---------------
     PercentCountAnswers
    ---------------
    45.8% 318/695 Very satisfied
    18.1% 126/695 Satisfied
    17.0% 118/695 Neutral
    15.8% 110/695 Dissatisfied
    3.3% 23/695 Very dissatisfied
    ---------------
     100.0%695/695Summary
    ---------------
    5) Recognition of you as valued customer
    ---------------
     PercentCountAnswers
    ---------------
    46.9% 325/693 Very satisfied
    21.5% 149/693 Satisfied
    14.6% 101/693 Neutral
    12.8% 89/693 Dissatisfied
    4.2% 29/693 Very dissatisfied
    ---------------
     100.0%693/693Summary
    ---------------
    6) Professional and attractive appearance
    ---------------
     PercentCountAnswers
    ---------------
    41.4% 286/690 Very satisfied
    22.6% 156/690 Satisfied
    17.8% 123/690 Neutral
    14.2% 98/690 Dissatisfied
    3.9% 27/690 Very dissatisfied
    ---------------
     100.0%690/690Summary
    ---------------


  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
    ---------------
    48.1% 333/692 Very satisfied
    16.8% 116/692 Satisfied
    15.9% 110/692 Neutral
    16.3% 113/692 Dissatisfied
    2.9% 20/692 Very dissatisfied
    ---------------
     100.0%692/692Summary
    ---------------
    2) Knowledge of bank's products & Services
    ---------------
     PercentCountAnswers
    ---------------
    46.3% 317/684 Very satisfied
    20.3% 139/684 Satisfied
    18.3% 125/684 Neutral
    12.6% 86/684 Dissatisfied
    2.5% 17/684 Very dissatisfied
    ---------------
     100.0%684/684Summary
    ---------------
    3) Willingness to listen and respond to your need
    ---------------
     PercentCountAnswers
    ---------------
    46.1% 317/687 Very satisfied
    17.0% 117/687 Satisfied
    19.8% 136/687 Neutral
    14.0% 96/687 Dissatisfied
    3.1% 21/687 Very dissatisfied
    ---------------
     100.0%687/687Summary
    ---------------
    4) Fast and efficient service
    ---------------
     PercentCountAnswers
    ---------------
    46.5% 319/686 Very satisfied
    16.5% 113/686 Satisfied
    16.3% 112/686 Neutral
    18.1% 124/686 Dissatisfied
    2.6% 18/686 Very dissatisfied
    ---------------
     100.0%686/686Summary
    ---------------
    5) Recognition of you as valued customer
    ---------------
     PercentCountAnswers
    ---------------
    46.3% 317/685 Very satisfied
    15.6% 107/685 Satisfied
    18.5% 127/685 Neutral
    15.8% 108/685 Dissatisfied
    3.8% 26/685 Very dissatisfied
    ---------------
     100.0%685/685Summary
    ---------------
    6) Professional and attractive appearance
    ---------------
     PercentCountAnswers
    ---------------
    41.1% 281/683 Very satisfied
    21.8% 149/683 Satisfied
    20.4% 139/683 Neutral
    14.1% 96/683 Dissatisfied
    2.6% 18/683 Very dissatisfied
    ---------------
     100.0%683/683Summary
    ---------------
    7) Available to customers when needed
    ---------------
     PercentCountAnswers
    ---------------
    45.7% 311/681 Very satisfied
    19.4% 132/681 Satisfied
    18.8% 128/681 Neutral
    12.9% 88/681 Dissatisfied
    3.2% 22/681 Very dissatisfied
    ---------------
     100.0%681/681Summary
    ---------------


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

    1) Clean & well cared facilities
    ---------------
     PercentCountAnswers
    ---------------
    51.0% 357/700 Very satisfied
    18.1% 127/700 Satisfied
    16.4% 115/700 Neutral
    12.0% 84/700 Dissatisfied
    2.4% 17/700 Very dissatisfied
    ---------------
     100.0%700/700Summary
    ---------------
    2) Efficient, no wait service
    ---------------
     PercentCountAnswers
    ---------------
    43.9% 305/695 Very satisfied
    20.7% 144/695 Satisfied
    14.5% 101/695 Neutral
    18.1% 126/695 Dissatisfied
    2.7% 19/695 Very dissatisfied
    ---------------
     100.0%695/695Summary
    ---------------
    3) No long line ups at counter
    ---------------
     PercentCountAnswers
    ---------------
    44.2% 307/694 Very satisfied
    18.3% 127/694 Satisfied
    18.6% 129/694 Neutral
    15.9% 110/694 Dissatisfied
    3.0% 21/694 Very dissatisfied
    ---------------
     100.0%694/694Summary
    ---------------
    4) Availability of information brochures
    ---------------
     PercentCountAnswers
    ---------------
    45.1% 313/694 Very satisfied
    20.7% 144/694 Satisfied
    17.0% 118/694 Neutral
    14.4% 100/694 Dissatisfied
    2.7% 19/694 Very dissatisfied
    ---------------
     100.0%694/694Summary
    ---------------
    5) Pleasant & attractive decor
    ---------------
     PercentCountAnswers
    ---------------
    45.8% 318/694 Very satisfied
    20.7% 144/694 Satisfied
    15.4% 107/694 Neutral
    14.7% 102/694 Dissatisfied
    3.3% 23/694 Very dissatisfied
    ---------------
     100.0%694/694Summary
    ---------------
    6) Automatic bank machines in convenient locations
    ---------------
     PercentCountAnswers
    ---------------
    38.9% 267/686 Very satisfied
    19.7% 135/686 Satisfied
    20.8% 143/686 Neutral
    15.9% 109/686 Dissatisfied
    4.7% 32/686 Very dissatisfied
    ---------------
     100.0%686/686Summary
    ---------------


  7. Do you receive statements monthly?

    ---------------
     PercentCountAnswers
    ---------------
    65.9% 369/560 Yes
    34.1% 191/560 No
    ---------------
     100.0%560/560Summary
    ---------------


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

    1) Sent out reliably and on time
    ---------------
     PercentCountAnswers
    ---------------
    40.2% 239/595 Very satisfied
    23.5% 140/595 Satisfied
    19.0% 113/595 Neutral
    14.5% 86/595 Dissatisfied
    2.9% 17/595 Very dissatisfied
    ---------------
     100.0%595/595Summary
    ---------------
    2) Complete record of transactions
    ---------------
     PercentCountAnswers
    ---------------
    38.7% 229/592 Very satisfied
    26.2% 155/592 Satisfied
    18.6% 110/592 Neutral
    14.0% 83/592 Dissatisfied
    2.5% 15/592 Very dissatisfied
    ---------------
     100.0%592/592Summary
    ---------------
    3) Accurate
    ---------------
     PercentCountAnswers
    ---------------
    40.1% 236/589 Very satisfied
    23.9% 141/589 Satisfied
    16.1% 95/589 Neutral
    17.0% 100/589 Dissatisfied
    2.9% 17/589 Very dissatisfied
    ---------------
     100.0%589/589Summary
    ---------------
    4) Easy to read and understand
    ---------------
     PercentCountAnswers
    ---------------
    39.3% 232/591 Very satisfied
    22.2% 131/591 Satisfied
    19.3% 114/591 Neutral
    16.4% 97/591 Dissatisfied
    2.9% 17/591 Very dissatisfied
    ---------------
     100.0%591/591Summary
    ---------------


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

    ---------------
     PercentCountAnswers
    ---------------
    45.2% 263/582 Yes
    54.8% 319/582 No
    ---------------
     100.0%582/582Summary
    ---------------


  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
    ---------------
    32.1% 162/505 Very satisfied
    24.4% 123/505 Satisfied
    20.4% 103/505 Neutral
    20.2% 102/505 Dissatisfied
    3.0% 15/505 Very dissatisfied
    ---------------
     100.0%505/505Summary
    ---------------
    2) Knowledge of bank's products & Services
    ---------------
     PercentCountAnswers
    ---------------
    28.9% 145/502 Very satisfied
    23.9% 120/502 Satisfied
    28.1% 141/502 Neutral
    15.9% 80/502 Dissatisfied
    3.2% 16/502 Very dissatisfied
    ---------------
     100.0%502/502Summary
    ---------------
    3) Willingness to listen and respond to your need
    ---------------
     PercentCountAnswers
    ---------------
    29.0% 146/504 Very satisfied
    29.0% 146/504 Satisfied
    20.6% 104/504 Neutral
    18.5% 93/504 Dissatisfied
    3.0% 15/504 Very dissatisfied
    ---------------
     100.0%504/504Summary
    ---------------
    4) Fast and efficient service
    ---------------
     PercentCountAnswers
    ---------------
    29.6% 149/503 Very satisfied
    27.2% 137/503 Satisfied
    18.9% 95/503 Neutral
    21.3% 107/503 Dissatisfied
    3.0% 15/503 Very dissatisfied
    ---------------
     100.0%503/503Summary
    ---------------
    5) Recognition of you as valued customer
    ---------------
     PercentCountAnswers
    ---------------
    29.8% 149/500 Very satisfied
    22.8% 114/500 Satisfied
    23.6% 118/500 Neutral
    20.0% 100/500 Dissatisfied
    3.8% 19/500 Very dissatisfied
    ---------------
     100.0%500/500Summary
    ---------------
    6) Available to customers when needed
    ---------------
     PercentCountAnswers
    ---------------
    29.7% 149/502 Very satisfied
    22.1% 111/502 Satisfied
    21.9% 110/502 Neutral
    22.7% 114/502 Dissatisfied
    3.6% 18/502 Very dissatisfied
    ---------------
     100.0%502/502Summary
    ---------------
    7) Offer of other services or alternative means to meet your needs
    ---------------
     PercentCountAnswers
    ---------------
    29.7% 149/502 Very satisfied
    22.3% 112/502 Satisfied
    22.1% 111/502 Neutral
    22.1% 111/502 Dissatisfied
    3.8% 19/502 Very dissatisfied
    ---------------
     100.0%502/502Summary
    ---------------


  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
    ---------------
    31.1% 157/505 Very satisfied
    22.4% 113/505 Satisfied
    22.0% 111/505 Neutral
    21.0% 106/505 Dissatisfied
    3.6% 18/505 Very dissatisfied
    ---------------
     100.0%505/505Summary
    ---------------
    2) Knowledge of bank's mutual fund products & Services
    ---------------
     PercentCountAnswers
    ---------------
    29.7% 149/501 Very satisfied
    19.8% 99/501 Satisfied
    19.6% 98/501 Neutral
    28.1% 141/501 Dissatisfied
    2.8% 14/501 Very dissatisfied
    ---------------
     100.0%501/501Summary
    ---------------
    3) Willingness to listen and help identify your need
    ---------------
     PercentCountAnswers
    ---------------
    29.8% 150/503 Very satisfied
    21.3% 107/503 Satisfied
    23.5% 118/503 Neutral
    22.1% 111/503 Dissatisfied
    3.4% 17/503 Very dissatisfied
    ---------------
     100.0%503/503Summary
    ---------------
    4) Provide guidance and advices
    ---------------
     PercentCountAnswers
    ---------------
    30.1% 150/498 Very satisfied
    26.7% 133/498 Satisfied
    23.5% 117/498 Neutral
    16.5% 82/498 Dissatisfied
    3.2% 16/498 Very dissatisfied
    ---------------
     100.0%498/498Summary
    ---------------
    5) Recognition of you as valued customer
    ---------------
     PercentCountAnswers
    ---------------
    30.8% 155/503 Very satisfied
    28.4% 143/503 Satisfied
    23.1% 116/503 Neutral
    14.1% 71/503 Dissatisfied
    3.6% 18/503 Very dissatisfied
    ---------------
     100.0%503/503Summary
    ---------------
    6) Offer of other services or alternative means to meet your needs
    ---------------
     PercentCountAnswers
    ---------------
    29.3% 148/505 Very satisfied
    23.6% 119/505 Satisfied
    24.4% 123/505 Neutral
    19.6% 99/505 Dissatisfied
    3.2% 16/505 Very dissatisfied
    ---------------
     100.0%505/505Summary
    ---------------


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

    ---------------
     PercentCountAnswers
    ---------------
    61.6% 367/596 Yes
    38.4% 229/596 No
    ---------------
     100.0%596/596Summary
    ---------------


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

    ---------------
     PercentCountAnswers
    ---------------
    29.3% 176/601 Never
    29.6% 178/601 1-3 times
    20.0% 120/601 4-9 times
    17.6% 106/601 10-19 times
    3.5% 21/601 20 or more times
    ---------------
     100.0%601/601Summary
    ---------------


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

    ---------------
     PercentCountAnswers
    ---------------
    53.9% 125/232 Account information/balance
    41.8% 97/232 Statement enquiry
    41.8% 97/232 Other
    40.1% 93/232 Confirmation of fund transfer
    37.5% 87/232 Complaint
    37.1% 86/232 Loan enquiry
    36.2% 84/232 Bank hours/phone number/address
    32.8% 76/232 Credit Card enquiry
    32.3% 75/232 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
    ---------------
    36.5% 206/565 Very satisfied
    22.7% 128/565 Satisfied
    16.6% 94/565 Neutral
    20.9% 118/565 Dissatisfied
    3.4% 19/565 Very dissatisfied
    ---------------
     100.0%565/565Summary
    ---------------
    2) Courteous and professional manner
    ---------------
     PercentCountAnswers
    ---------------
    29.9% 168/562 Very satisfied
    27.8% 156/562 Satisfied
    21.9% 123/562 Neutral
    16.9% 95/562 Dissatisfied
    3.6% 20/562 Very dissatisfied
    ---------------
     100.0%562/562Summary
    ---------------
    3) Quickly connected to the right person
    ---------------
     PercentCountAnswers
    ---------------
    29.6% 165/557 Very satisfied
    23.3% 130/557 Satisfied
    20.3% 113/557 Neutral
    21.9% 122/557 Dissatisfied
    4.8% 27/557 Very dissatisfied
    ---------------
     100.0%557/557Summary
    ---------------
    4) Question or problem handled to your satisfaction
    ---------------
     PercentCountAnswers
    ---------------
    35.5% 198/557 Very satisfied
    23.9% 133/557 Satisfied
    14.4% 80/557 Neutral
    22.6% 126/557 Dissatisfied
    3.6% 20/557 Very dissatisfied
    ---------------
     100.0%557/557Summary
    ---------------


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

    ---------------
     PercentCountAnswers
    ---------------
    47.7% 290/608 Yes
    52.3% 318/608 No
    ---------------
     100.0%608/608Summary
    ---------------


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

    ---------------
     PercentCountAnswers
    ---------------
    42.5% 263/619 Yes
    52.2% 323/619 Maybe
    5.3% 33/619 No
    ---------------
     100.0%619/619Summary
    ---------------


  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
    ---------------
    70.4% 425/604 No thanks
    29.6% 179/604 Yes please
    ---------------
     100.0%604/604Summary
    ---------------


  21. Your contact Information

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