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:
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
No Experience

handle your account efficiently, without mistakes?

apologise for any mistakes?

explain charges clearly?
Handling enquiries
Q2.
How satisfied are you with:
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
No Experience

the time taken to answer the phone?

the way we answer the phone?

how clear the member of staff's voice is on the phone?

how easy it is to reach the person you need to speak to?

the number of times you have to repeat your enquiry?
Q3.
When did you last phone us?
In the last Month
In the last 3 Months
In the last 6 Months
Longer than 6 Months ago
Q4.
How satisfied are you with:
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
No Experience

the time taken to respond to your letters?

our letters being easy to understand?

our letters clearly answering your enquiry?
Q5.
Have you experienced any of the following in the last six months? If not go to Q7.
Happened
Complained about

A mistake on your account

Instructions not carried out correctly

Your name or address spelt incorrectly on letters?

A mistake with a standing order or direct debit

A disagreement about charges

Unhelpful staff

Other reason to complain (please give details below)
Q6.
If you have complained, please tell us how satisfied you were with:
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
N/A

the way your complaint was handled

someone taking responsibility for sorting 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 with us having staff who:
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
No Experience

know about our services?

give good advice?

give you 100% of their attention?

enjoy dealing with you?

are smart and professional?
About the branch
Q8.
How satisfied are you with:
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
No Experience

us offering enough privacy in the branch?

us keeping the branch clean and tidy?

the way your enquiry was passed between staff?

how often you have to queue?

how long you have to queue?

us making an effort to reduce queues?

the time our cashiers take to carry out your instructions?
Q9.
How satisfied are you with this branch's cash machines:
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
No Experience

being open?

being clean and tidy?

providing readable printouts?
General
Q10.
When were you last in the branch?
In the last Month
In the last 3 Months
In the last 6 Months
Longer than 6 Months ago
Q11.
How likely are you to:
Very Likely
Likely
Unlikely
Very Unlikely

recommend BankX to a friend or relative?

remain a customer of BankX?

buy another product or service from BankX?
Q12.
Have you actually recommended BankX to a friend or relative?
Yes
No
Q13.
Overall, how satisfied are you with the service you receive?
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
Q14.
Over the last year, has our service:
Got Better
Stayed the Same
Got Worse
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. Please return it in the enclosed envelope to: BankX, PO Box 56, London


This survey was created byKeyPoint