Scribd
Upload
21 views2 pages

Bank Customer Retention Study NZ

This document appears to be a survey about customer satisfaction and retention in the banking industry in New Zealand. It contains 15 questions asking respondents to rate their level of agreement with statements regarding factors that influence customer loyalty and satisfaction with banks. The statements address topics like the importance of quality products/services, added value benefits, service quality, marketing approaches, switching costs, cross-selling efforts, communication and range of services on customer satisfaction. The survey aims to understand customers' perceptions of what drives satisfaction and retention in the banking sector.

Uploaded by

Sheeraz Khan
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
21 views2 pages

Bank Customer Retention Study NZ

This document appears to be a survey about customer satisfaction and retention in the banking industry in New Zealand. It contains 15 questions asking respondents to rate their level of agreement with statements regarding factors that influence customer loyalty and satisfaction with banks. The statements address topics like the importance of quality products/services, added value benefits, service quality, marketing approaches, switching costs, cross-selling efforts, communication and range of services on customer satisfaction. The survey aims to understand customers' perceptions of what drives satisfaction and retention in the banking sector.

Uploaded by

Sheeraz Khan
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd

Questioner

CUSTOMER SATISFACTION
A STUDY OF BANK CUSTOMER RETENTION
IN NEW ZEALAND
Age__________ Designation__________ Department________

Gender________ Material status_______

1. In long term branding, trading and positioning would all be much more effective if the
supplier had some tangible advantages to offer consumers.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

2. Today customers do not buy core quality product or services but they also buy variety of
added value or benefits.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

3. The use of service quality or sale and professional behaviors improved customer’s
satisfaction and reduce customer attraction.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

4. If a bank is using Marketing Oriented approach than how would you rate it.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

5. People switch Bank because of what they considered to be poor Services.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

6. Are you think that satisfied customers search other providers in believe that might receive
better services else where.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

7. Do you think that satisfaction is more important for loyalty in bank.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

8. Banker must be able to build and manage their bank image in order to clearly define the
difference between their band and it’s competitor.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

9. Do you think that Cross selling is an effort by a bank to sell it’s products and services to a
particular customer is effective.
(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

10. Is high switching costs are an important factor binding the customers to the services
organization.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

11. Are you agree that consumer evaluate a number of criteria when choosing a Bank.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

12. A bank having greater range of services and products along with important in
communication, efficiency could have a significant impact on customer satisfaction.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

13. Are the customer retention improves profitability by reducing cost incurred in acquiring
new customers.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

14. Satisfaction with a Bank product and services play a significant role in generating loyalty.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

15. Are you agree that Bank must have to build his image because in Banking all Banks
offering the same services and product’s.

(A) Strong Agree. (B) Agree. (C)Don’t know (D) Disagree. (E) Strong Disagree.

You might also like