Customer Satisfaction Survey
Please tick a box on each line to show how you feel about the different areas of our service.
Managing your account
Q1.
How satisfied are you with the way we:
Handle your account efficiently, without mistakes?
Apologise for any mistakes?
Explain charges clearly?
Handling enquiries
Q2.
How satisfied are you with:
The time taken by members of staff to answer the telephone?
The way in which staff members answer your call?
The clearness of the staff member's voice?
The ease of reaching the person you need to speak with?
How quickly your enquiry was understood and responded to?
Q3.
When did you last phone us?
Q4.
The time taken by us to respond to your letters?
How easy our letters are to understand?
How clearly our letters answer your enquiry?
Q5.
Have you experienced any of the following in the last six months? If not, go to Q7.
A mistake on your account
Instructions not carried out
Your name or address misspelt on letters
A mistake with a standing order or direct debit
A disagreement about charges
Unhelpful staff
Other reason to complain (Please give reason below):
Q6.
If you have complained, please tell us how satisfied you were with:
The way your complaint was handled
The person who sorted out your complaint
The time taken to sort out your complaint
The follow-up contact you received
Please answer the following questions about the branch you visit most often.
Staff
Q7.
How satisfied are you that we have staff who are:
Knowledgeable about the services we offer?
Able to give good advice?
Able to give you 100% of their attention?
Pleased to be assisting you?
Smart and professional?
About the branch
Q8.
The level of privacy we offer in the branch?
The cleanliness of the branch?
How your enquiries are passed between staff?
How often you have to queue?
How long you have to queue?
Our efforts to reduce queuing time?
How quickly our cashiers carry out your instructions?
Q9.
How satisfied are you with this branch's cash machines:
Being open?
Being clean and tidy?
Providing readable printouts?
Q10.
When were you last in the branch?
General
Q11.
How likely are you to:
Recommend this bank to a friend or relative?
Remain a customer of this bank?
Buy another product or service from this bank?
Q12.
Have you actually recommended BankX to a friend or relative?
Q13.
Overall, how satisfied are you with the service you receive?
Q14.
Over the last year, has our service:
Q15.
What one aspect of service could the branch you visit most often improve?
Thank you for taking the time to fill in this survey.