* 2. How would you rate the external façade, cleanliness/neatness of the branch premises?

* 3. How would you rate the cleanliness and neatness of banking hall (floors and walls)?

* 4. How would you rate the effectiveness of the cooling systems/ air-conditioners?

* 5. How would rate the queue management? Where the queue guides clearly outlined in the banking hall?

* 6. How would you rate the adequacy and functionality of all rest room facilities?

* 7. How would you rate the length of time you spent at the branch before you were attended to?

* 8. How would you rate the level of professionalism (not chewing gum, not playing loud music, not talking in high tones etc.) displayed by members of staff?

* 9. How would you rate the level of friendliness and courtesy displayed towards you by staff?

* 10. How smartly dressed/ neat were members of staff when you visited?

* 11. How would you rate the level at which staff were willing to assist you on your transactions, enquiries or request when you visited?

* 12. Overall, how would you rate your experience at the Branch?

* 13. How likely is it that you would recommend Keystone Bank, based on your experience at our branch to a friend or colleague?

Not at all likely
Extremely likely

* 14. Please give name or describe staff of the branch who failed to meet your expectations?

T