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Digital Financial Inclusion Survey Questionnaire

This document contains a 13 question questionnaire about customer satisfaction with HDFC Bank. It asks for the customer's name, age, gender and occupation. It then asks questions about the type of account held, length of time with the bank, services used, satisfaction with ATM, internet and branch banking, queue management, service request resolution, likelihood of referring family/friends and an overall feedback section. The questionnaire aims to collect information on customer satisfaction levels across various banking channels and products to help the bank identify areas for improvement.

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1K views2 pages

Digital Financial Inclusion Survey Questionnaire

This document contains a 13 question questionnaire about customer satisfaction with HDFC Bank. It asks for the customer's name, age, gender and occupation. It then asks questions about the type of account held, length of time with the bank, services used, satisfaction with ATM, internet and branch banking, queue management, service request resolution, likelihood of referring family/friends and an overall feedback section. The questionnaire aims to collect information on customer satisfaction levels across various banking channels and products to help the bank identify areas for improvement.

Uploaded by

varun
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
  • ATM and Internet Banking Satisfaction
  • Branch and Queue Management Satisfaction

QUESTIONNAIRE

NAME- AGE- GENDER- M / F

OCCUPATION- SALARIED/SELF-EMPLOYED

Q.1 What type of account are you holding in HDFC bank?


a) Saving Account b) Salary Account c) Current account d) Loan Account

Q.2 For how long have you been connected with the bank?
a) Less than 2 years b) Between 2-5 years c) Between 5-10 years d) More than 10 years

Q.3 Do you use the following services?

SERVICES YES NO
ATM Banking
Branch Banking
Mobile Banking
Net Banking
Phone Banking

Q.4 How satisfied are you with the ATM Banking services of HDFC Bank based on the following parameters?

SERVICES HIGHLY SATISFIED NEUTRAL DISSATISFIED HIGHLY


SATISFIED DISSATISFIED
Digital offerings at ATM like
PL 10 sec
Security at ATM stations
Cash availability in ATM
booths
Branch response at ATM
problems

Q.5 How satisfied are you with the Internet Banking services of HDFC Bank based on the following parameters?

SERVICES HIGHLY SATISFIED NEUTRAL DISSATISFIED HIGHLY


SATISFIED DISSATISFIED
Ease of password generation
Transaction Security
Third Party Product
description (like MF ,Loan)
Beneficiary addition and ease
of fund transfer

Q.6 How satisfied are you with the Queue management at Branch?

HIGHLY SATISFIED NEUTRAL DISSATISFIED HIGHLY


SATISFIED DISSATISFIED
Q.7 How satisfied are you with the service request facility at Branch?

SERVICES HIGHLY SATISFIED NEUTRAL DISSATISFIED HIGHLY


SATISFIED DISSATISFIED
Time taken to resolve the
service request like issuing
statements.
Average time taken for basic
banking services like NEFT,
RTGS, FD, Passbook.

Q.8 Based upon the services provided by HDFC Bank will you open accounts of your family members?
a) Yes ( ) b) No ( )

Q.9 How satisfied are you with the information provided about the Loan Products like Auto Loan, Personal Loan, Home
Loan etc?

HIGHLY SATISFIED NEUTRAL DISSATISFIED HIGHLY


SATISFIED DISSATISFIED

Q.10 On the basis of query resolution regarding loan products, will you avail these facilities in future?
a) Yes ( ) b) No ( )

Q.11 For which of the following services have you used the different banking channels of HDFC Bank?

SERVICES NET MOBILE BRANCH (WALK IN)


BANKING BANKING
View account balances and
statements
Transfer funds
Create FDs
Issue of cheque books
Request for stop payment
Aadhaar / PAN Update
Hotlisting of cards

Q.12 On the basis of satisfaction level of bank services , will you refer HDFC Bank to your colleagues and friends?
a) Yes ( ) b) No ( )

Q.13 Overall Feedback on the service standard of HDFC Bank.


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Thank you for taking out your precious time for filling this questionnaire

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