QUESTIONNAIRE

Name of the customer:

Bank of the customer:

Gender
(a) Male (b) Female

Age of the customer:

Educational background :
(a) 12
th
Std. (b) Graduate (c) Post graduate (d) Doctorate

Profession
(a) Student
(b) Government servant
(c) Businessman/ Businesswoman
(d) Professional
(e) Others

What are your basic needs for a bank account?
(a) For Saving
(b) For trading purposes
(c) For foreign remittances
(d) Others

How do you do banking transactions?
(a) Branch banking
(b) Internet banking
(c) Mobile Banking
(d) Others

Number of products (FD, RD, mutual funds, insurance, credit card, others )
and services (Internet banking, mobile banking, others) availed by you?


Are you aware about the various savings account and current account related facilities
provided by the bank?
(a) Yes (b)No



Does the advertisement by the bank give you any idea regarding the various CASA deposit
facilities provided by them?
(a) Yes (b)No

Does your bank give you timely updates about new relevant products launched by it?
(a) Yes (b)No (c) Cant say

What is the average time taken by the bank to provide a cheque book?
(a) 2-3 days (b) 4-5 days (c) a week (d) More than a week

What is the time taken by the bank to process your special requests like cash credit, overdraft
etc.?
(a) Less than 1 week (b) 1 week (c) 2 weeks (d) More than 2 weeks

Are you satisfied by the:

(i) The speed of transaction
(a) Highly satisfied (b) satisfied (c) unsatisfied (d) Cant say
(ii) Quality of passbooks
(a) Highly satisfied (b) satisfied (c) unsatisfied (d) cant say
(iii) Information available about the banks products and services in the bank
premises
(a) Highly satisfied (b) satisfied (c) unsatisfied (d) cant say
Are the bank teller counters manned?
(a) Yes (b)No

Are there separate counters for cash withdrawal and cash deposit?
(a) Yes (b)No

Are the bank employees ready to provide information about the product and services when
asked?
(a) Always (b) Sometimes (c) Never (d) Cant say

Are you happy by the time taken by the bank to open an account?
(a) Highly satisfied (b) satisfied (c) unsatisfied (d) cant say

Are you satisfied by the time taken by the bank to activate facilities like internet banking,
mobile banking and so on?
(a) Highly satisfied (b) satisfied (c) unsatisfied (d) cant say

What mode of payment do you use to pay your utility bills?
(a) By going to the counters (b) Internet banking (c) Mobile banking (d) Kiosks


Is this branch location convenient to you?
(a) Highly satisfied (b) satisfied (c) unsatisfied (d) cant say

Are you availing the products and services from this bank only?
(a) Yes
(b) No

If YES in the above question, is the bank able to address all your banking related needs?
(a) Yes
(b) No

If NO, which bank do you think is able to address all your banking related needs?



Are you satisfied with the present products and services offered to you?
(a) Yes
(b) No


If NO in the above question, what changes would you recommend in the present product
and services offered by this bank?






What new products and services do you want the bank to provide?




Signature of the customer