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* 1. Which one of our locations did you visit last?

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* 2. How long have you been a customer?

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* 3. Were you offered a genuine greeting and did we use your name during your visit?

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* 4. Did our associates demonstrate the willingness to listen and respond to your need?

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* 5. During your visit, did we make you feel like a valued client and “thank you” for your business?

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* 6. How efficient was the level of service we provided?

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* 7. How likely is it that you would recommend this branch to a friend or business associate?

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* 8. During your interaction, did the associate recommend alternative solutions (products or services) to meet your financial needs?

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* 9. Did our associates offer helpful technology based solutions (OLB, Bill Pay, Mobile Banking, e- Statements, ACH, Online Wire Transfer, Positive Pay or Remote Deposit Capture) for either you or your business?

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* 10. Were our associates knowledgeable of the technology based solutions (OLB, Bill Pay, Mobile Banking, e- Statements, ACH, Online Wire Transfer, Positive Pay or Remote Deposit Capture) they suggested for you or your business?

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* 11. For which of the following Personal Banking technology platforms did our associates provide you with information? Please check all that apply.

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* 12. For which of the following Business Banking technology platforms did our associates provide you with information? Please check all that apply.

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* 13. Overall, how satisfied are you with Citizens Bank?

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