Professional Documents
Culture Documents
I. Questionnaire For Bank Customers: 1 General
I. Questionnaire For Bank Customers: 1 General
1 GENERAL
1. NAME
2. ADDRESS
3. STATUS
4. Occupation
2. BANKING HABITS
8. Do you consider it necessary for you to know someone personally at this ranch
to expedite your transactions?
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15. Do you think that there is adequate staff at the bank to meet your requirements?
4. ATTITUDE OF STAFF
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5 CUSTOMER GUIDANCE
24. Prominent display of time norms required for transaction, for information of
customers
26. Manager available easily and accessible to redress grievances if any and to
solve problems
6. CUSTOMER EDUCATION
29. How do you know about the existing and new policies and services offered by
the bank? Through
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32. Do you think that photo and PAN are necessary for opening an account?
36. Are these standing instructions properly executed (a) Yes (b) No
39. How often do you give your passbook for completing the entries —times a year
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40. Are you able to clearly understand the entries made in your passbook’
43. Generally for how many days is the receipt of the statement Delayed -----------days?
44. Are you able to clearly understand the entries made in your statement of account
46. Do you receive any intimation from the bank before the fixed deposit matures?
10. N. R. E. ACCOUNT
49. Do you think that the interest rates on N.R.E. account reasonable?
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50. If yes, do you experience any difficulty in operating the N.R.E. Account
11. REMITTANCES
53. During the last 12 months have you had an occasion to send remittances
through Demand draft
54. How much time did it take to purchase a bank draft at this bank?
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57. What type of facilities do you currently enjoy with this bank?
TYPE No.
(a) Loan
(c) Overdraft
(d) Bills
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60. Did you have to apply influence of any sort at any stage to facilitate availability
of credit
62. Was the information called for by the bank for sanctioning credit useful to you
at any time in understanding your business requirements better
63. Did find any information asked for by the bank while processing your Loan
application unnecessary or not available or too confidential to part with
64. Do you fully understand the implications of the documents executed by you
with the bank in respect of credit facility
65. During the last 12 months, did you ask the bank for marginal or temporary
accommodation to meet your emergent needs?
66. Does the branch follow a consistent policy for levying service charges on your
account ?
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73. Do you get SMS alerts from the bank for every transaction with the bank?
78. Is there any difficulty in getting the pension through the bank?
(a) Yes (b) No
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79. Do you consider the charges levied by the bank reasonable for providing the
following services ?
(a) Yes (b) No
(iii)Cancellation of draft
(vi) Operating an account which had not been operated for a long period
(a) Yes (b) No
15. CUSTOMERCOMPLAINTS
81. During the last 12 months did you have to complain to the bank officials on
any matters?
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84. Does the bank levy for breaching minimum balance in your account
85. Does the bank report at any time to Credit information Bureau about your
outstanding debt?
86. Do you think that frequent strikes in banks affect you in anyway?
16. CUSTOMEREXPECTATIONS
88. Do you get prompt attention and efficient service across the counter?
93. Do you think that bank provide equitable or equal treatment of similar
customers for similar services?
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97. Do you perceive the services received are higher than your expectations?
98. Are you getting quick and better services through computerization?
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(h) Free leaflets and brochures on the schemes of the bank ----------
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5. Give the suggestions and demands of customers from your view point.
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