ASSIGNMENT

OF
Q.T2

SUBMITTED TO: SUBMITTED BY:

MR.ABHISHEK DUTTA SAHIL THAKUR
R.NO 96
3020070115
CUSTOMER SATISFACTION TOWARDS SERVICE OFFERED BY HDFC BANK

1. How did you learn about the HDFC consumer complaint program? .
1HDFC website , Newspaper or magazine article
2Other website or search engine
3Friend or relative
4Other (specify: )_________________________________________________________

Very
Dissatisfied dissatisfied not satisfiedsatisfiev.satisfy

2. The amount of time it took to investigate your complaint 1 2 3 4 5

3. The HDFC response addressed all of the concerns 1 2 3 4 5
raised in your complaint
4. The clarity of the HDFC written response explaining the 1 2 3 4 5

outcome of their investigation

5 Overall, how would you rate the quality of customer service provided by the Consumer Help Center?

POOR EXCELLENT

1 2 3 4 5

6 How would you rate the speed at which your complaint on telephone call was handled?

POOR EXCELLENT

1 2 3 4 5

7 How would you rate the speed at which your email or internet request was handled?

POOR EXCELLENT

1 2 3 4 5

Please rate these specific attributes related to the performance of the Consumer Help Center representative(s).

POOR EXCELLENT

8 Knowledge of consumer information. 1 2 3 4 5

9 Ability to provide you clear information 1 2 3 4 5
on your inquiry or transfer you to the appropriate contact efficiently.
10. Courtesy and professionalism displayed towards you. 1 2 3 4 5
 Please rate these specific attributes related to the HDFC Consumer Help resources you accessed
POOR EXCELLENT
11 . Ease of navigation using the HDFC Consumer 1 2 3 4 5
Help website.
12 Consumer information available to you 1 2 3 4 5
(frequently asked questions or other resources) on the website.
13 How would you describe your views about Internet Banking services?
1Not satisfied 2 Satisfied
3 Very satisfied 4 Dissatisfied
14 How would you describe your views about ATM Banking services?
1Not satisfied 2 Satisfied
3 Very satisfied 4 Dissatisfied
15 Reason(s) to prefer the bank
1 friendly service 2 flawless service 3 low fees and comission 4 high limit
16 If appropriate, please use the area below to request follow-up action on a specific problem or
concern with the service you received.

REASONS FOR CHOOSING THESE QUESTIONS

1 to know the best medium from which our customers or other persons able to know about our complaint
programmes and to improve all other channels to meet the best performance
2 to know that how much time our system take to resolve the complaints . is there is any problem?and if
there is any problem we need to improve that problem and to improve the speed of our systems.
3 to know that customer representatives able to knoiw and resoilve all types of complaints. They are
aware or not about the service complaints
4 response towards the complaints as quick and in written form as customer want
5 this is to know where hdfc’s consumer complaint centre stand. people are satisfied with it we can judge
it by the rating given by the customers
6 and 7 question is related with the communication channels through which our representatives
communicate with customers about complaints or for other purposes . this is to know our communications
channels are good or not.
8 this question is about our system that how much our consumer representatives have knowlege about
our customer.KYC: KNOW YOUR CUSTOMER.
9 representative know about the problem , all the information given to customer is reliable or not,
Customer satisfied with all the information provided.
10 professionalism towards customer by representative. Is there is any mis behave or any type of
misconduct with customer .
11 and 12 about the website that consumer have ease to use it or there is any kind of complications and
availability of all the information on the website
13 to know the performance of internet banking provide by the bank
14 to know the atm performance provide by the bank
15 why customer preffer hdfc to know the quality and to improve other also
16 to know the views of customers