1. How satisfied are you with the services provided by the bank?

a) Very satisfied

b) Satisfied

c) Somewhat satisfied

d) Dissatisfied

2. Do you feel that the procedure to open an account with the bank was difficult?

a) Yes, to a certain extent

b) No, it was easy

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

a) Always b) Often

c) Sometimes d) Rarely

e) Never

4. Do you agree that minimum account limit is not high and easy to maintain?

a) Strongly agree

b) Agree

c) Somewhat agree

d) Disagree

e) Strongly disagree
5. Are you satisfied with your financial transactions with the bank?

a) Very satisfied

b) Satisfied

c) Somewhat satisfied

d) Dissatisfied

6. According to you which service provided by the bank is best?

____________________________________________________________________________

7. Would you like suggest any changes or improvement in any service or any feature of the
bank?
__________________________________________________________________________

8. How would you describe your views about Customer Service Representatives?

(1: Not satisfied/2: Satisfied/3: Very satisfied)

1 2 3
Call answering time
Flawless/correct
operations
Speed of conducting
operations
Knowledge about
products and services
Understanding and
replying queries correctly
Communication
skills/positive approach
General assessment about
the service
9. How would you describe your views about Integrated Voice Reply (IVR) system?

(1: Not satisfied/2: Satisfied/3: Very satisfied)

1 2 3
Understandable menu
Sufficient choice of transactions
User-friendliness
General assessment about the
service

10. How would you describe your views about Internet Banking services?

(1: Not satisfied/2: Satisfied/3: Very satisfied)

1 2 3
Page setup/Menu flow
Ease of use/navigation
Speed of page loading
Content and sufficiency
Variety of transactions
Visual design
General assessment about the service

11. How would you describe your views about ATM Banking services?
(1: Not satisfied/2: Satisfied/3: Very satisfied)

1 2 3
ATM network distribution
Continuous service
Variety of transactions
Easy of screen use
General assessment about the service

We believe that your comments and recommendations will guide us for a better service.
Thank you for giving the time to answer this questionnaire