VOICE OF CUSTOMER - Branch Experience Survey

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* 1. Which branch did you visit?

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* 2. What is your reason for visiting the branch today?

Transaction related (Cash deposit, cash withdrawal, cheque lodgement etc.)

E-products related (Mobile banking password/PIN reset, Mobile banking profile activation, Debit card request, USSD activation, PIN reset, Limit increase etc.)

Account Management Related- (Restriction on Account, failed transaction(s), non-receipt of SMS, Delayed reversal etc.)

Other (please specify)

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* 3. Please rate the cleanliness and general ambience of branch (both external and banking hall)

Excellent

Good

Average

Poor

Very poor

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* 4. Please rate the Security Guards at the branch in terms of professionalism and effectiveness

Excellent

Good

Average

Poor

Very poor

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* 5. Please rate the level of friendliness and courtesy displayed towards you by staff

Excellent

Good

Average

Poor

Very poor

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* 6. Please rate the level of professionalism (not chewing gum, not playing loud music, not talking in high tones etc.) displayed by members of staff

Excellent

Good

Average

Poor

Very poor

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* 7. Please rate the level at which staff were willing to assist you on your transactions, enquiries or request when you visited

Excellent

Good

Average

Poor

Very poor

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* 8. Please rate the length of time you spent at the branch before you were attended to

Excellent

Good

Average

Poor

Very poor

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* 9. Based on your visit to the branch, did you receive the result(s) you needed?

Yes