Customer Satisfaction Survey On E-Banking Services offered by Cosmos

Bank

Name –

Contact No –

Age –

Occupation –

1. Kind of account maintained in Cosmos Bank –

a) Savings A/c
b) Current A/c
c) Salary A/c
d) Any other (specify) –

2. From how many years you are maintaining a/c in this bank –
a) More or Less than 2 years
b) Less or More than 5 years
c) More than 10 years
d) Any Other (specify)

3. Are you happy with your banking experience with Cosmos Bank –
a) Yes
b) No
c) Can’t say

4. How you rate your experience of banking with Cosmos Bank –

a) Very Good
b) Good
 c) Satisfactory
d) Bad

5. Are you using E-Banking services offered By Cosmos Bank –

a) Yes
b) No

6. How and where did you get to know about the E-Banking services of Cosmos Bank?
a) Mouth Publicity
b) Bank Employees
c) Advertisement
d) Any other source (specify)

7. Which E-Banking services do you use -

a. ATM & Pass Book Printing Kiosk
b. Cosmo Rewardz
c. Cosmos WhatsApp Banking
d. IM Banking (Internet & Mobile)
e. Cosmo UPI
f. Cosmo Net - Retail Banking
g. Cosmo Net - Corporate Banking
h. AePS – Aadhaar enabled Payment system
i. Immediate Payment System (IMPS)
j. TimePay® - Third-Party Merchant Acquiring UPI Application sponsored by
Cosmos Bank
k. Missed Call Services
l. QR Code
m. National Electronic Toll Collection (NETC) Program – Fast Tag
n. National Electronic Fund Transfer (NEFT) Services
o. Real-Time Gross Settlement (RTGS) Services
8. Do these services easy to use –
a) Yes
b) No
c) Any Other (Specify)

9. How often do you prefer these services –

a) Always
b) Rarely
c) Sometimes
d) Never

10. Do you feel safe while doing transactions with E-Banking –

a) Yes
b) No
c) Sometimes Yes Sometimes No

11. While doing transactions how often do you face problems (like server down, website
not working, or any other) with Cosmos Bank -
a) Always
b) Rarely
c) Sometimes
d) Never

12. In which other bank do you have A/c? (specify)

13. How do you rate the E-Banking services of that bank compared to Cosmos Bank –
a) Very Good
b) Good
 c) Both are good
d) Bad

14. Do your queries related to E-Banking services of Cosmos Bank get solved
satisfactorily-
a) Yes
b) Sometimes
c) No

15. How will you rate the E-Banking services of Cosmos Bank –
a) Very Good
b) Good
c) Satisfactory
d) Bad

16. If Any suggestions or scope of improvement. (Please specify)