Customer Perception towards ICICI Bank

(1) Name:

(2) Age:

(3) Gender:

(4) Occupation:

(5) Education:

(6) Duration of account holding:

BRANCH STAFF

 The branch staff have the required skills and knowledge about the bank’s products and services:

o Excellent

o Good

o Average

o Poor

 The branch staff are friendly and behave in a courteous manner when dealing with you:

o Excellent

o Good

o Average

o Poor

 The branch staff are professional and have a pleasing and presentable appearance:

o Excellent

o Good

o Average
 o Poor

 The branch staff are willing to listen and respond to your needs on time:

o Excellent

o Good

o Average

o Poor

 Overall, I am satisfied with the branch staff:

o Yes

o No

BRANCH APPEARANCE

 The branch overall appearance is neat and orderly:

o Yes

o No

 The branch has sufficient and comfortable seating arrangements:

o Yes

o No

 The branch has sufficient staff - Customer Representatives & Tellers for your needs:

o Yes

o No

 The branches have convenient working hours and are located at convenient locations to serve
you:
 o Yes

o No

DIGITAL BANKING

 How would you rate ease of access and the usefulness of our online banking/channels?:

o Excellent

o Good

o Average

o Poor

 Are you satisfied with the number of services offered on our online banking platforms:

o Yes

o No

CALL CENTER

 Are the calls answered promptly by the call center agent?:

o Yes

o No

 Are the call center staff knowledgeable and have a friendly and professional attitude?:

o Yes

o No

 The agent is genuinely interested in assisting me and resolving my complaint:

o Yes

o No
 Are you satisfied with the resolution provided by the assisting agent?:

o Yes

o No

 Which is the most preferred product or service, you look forward to avail from Bank?:

o Home Loan

o Term Deposit

o Investment

o Insurance

 Would you recommend the Bank as a preferred banking choice to your colleagues / Friends/
Family Members?:

o Yes

o No

 Overall, I am very satisfied with the service quality provided by the Bank:

o Strongly Agree

o Agree

o Disagree