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Enhance the process of customer experience in the bank retail branches

Dear Customer,

We want to offer the best service of any bank, but we need your help.

Only you can tell us if the customer service you receive at your branch is up to your standards, which is why we regularly ask our customers for their opinions. We would appreciate it very much if you would take a few minutes and complete this questionnaire on branch service. Your response will be kept in strict confidence.

The information we receive is valuable in showing us where our service can be improved and where we are doing well.

We share your desire for the best customer service. Thank you very much for your assistance in helping us deliver it to you.
VISITS TO BRANCH
1.1. I use the branch of Albilad BANK located at:

1.2. Have you visited your branch in the last year?
Yes No
1.3. Approximately how many times have you visited your branch in last 3 months:
CUSTOMER SERVICE REPRESENTATIVES/TELLERS
2.1. In terms of the service you received from the customer service representatives/tellers, how satisfied were you with the following?
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied
Friendly and courteous manner
Knowledge of bank’s products & Services
Willingness to listen and respond to your need
Fast and efficient service
Recognition of you as valued customer
Professional and attractive appearance
SUPERVISORS/MANAGEMENT
3.1. In terms of the service you received from the Supervisors and Management of the branch, how satisfied were you with the following?
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied
Friendly and courteous manner
Knowledge of bank’s products & Services
Willingness to listen and respond to your need
Fast and efficient service
Recognition of you as valued customer
Professional and attractive appearance
Available to customers when needed
BRANCH FACILITIES
4.1. How satisfied were you with the following aspects of the branch facility?
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied
Clean & well cared facilities
Efficient, no wait service
No long line ups at counter
Availability of information brochures
Pleasant & attractive decor
Automatic bank machines in convenient locations
STATEMENTS AND MAILED DOCUMENTATION
5.1. Do you receive statements monthly?
Yes No
5.2. In terms of your expectations regarding mailed statements, please indicate your satisfaction with the following.
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied
Sent out reliably and on time
Complete record of transactions
Accurate
Easy to read and understand
LOAN/MORTGAGES
6.1. Have you applied for credit (a loan, line of credit or mortgage) in the last year?
Yes No
6.2. In terms of the service you received from the lending officer(s), how satisfied were you with the following?
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied
Friendly and courteous manner
Knowledge of bank’s products & Services
Willingness to listen and respond to your need
Fast and efficient service
Recognition of you as valued customer
Available to customers when needed
Offer of other services or alternative means to meet your needs
MUTUAL FUNDS
7.1. In terms of the service you received from the Bank’s mutual funds representatives, please rate the following criteria.
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied
Friendly and courteous manner
Knowledge of bank’s mutual fund products & Services
Willingness to listen and help identify your need
Provide guidance and advices
Recognition of you as valued customer
Offer of other services or alternative means to meet your needs
TELEPHONE INQUIRIES
8.1. Have you contacted your branch by telephone in the last year?
Yes No
8.2. Approximately how often do you contact the branch by telephone in a year?
Never 1-3 times 4-9 times 10-19 times 20 or more times
8.3. What was the reason for your most recent telephone contact with your branch?
Account information/balance Confirmation of fund transfer
Rate inquiry Bank hours/phone number/address
Loan enquiry Statement enquiry
Complaint Credit Card enquiry
Other
8.4. In terms of the service you expected from the telephone contact, please rate the following criteria.
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied
Call handled promptly, not kept on hold
Courteous and professional manner
Quickly connected to the right person
Question or problem handled to your satisfaction
FINAL REMARKS
9.1. Would you like to be contacted by a bank representative?
Yes No
9.2. Would you recommend this branch to a friend or business associate?
Yes Maybe No
9.3. Why would you not recommend this branch?

9.4. Do you have any remarks you want to add concerning the service you have been receiving at your branch?

9.5. Your complete satisfaction is very important to us. Would you like someone from the bank to contact you?
No thanks Yes please
9.6. Your contact Information
optional
Your Name:
Phone number:


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