1. Do you think that we cater for all your banking needs? (Tick where appropriate √)

2. What do you feel about overall service quality of our Sacco? (Tick where appropriate √)

3. How satisfied are you with the way we handle your account efficiently, without mistakes?

4. How satisfied are you with the way we apologise for any mistakes?

5. How satisfied are you with the way we explain charges clearly?

6. How satisfied are you with the time taken by members of staff to answer the telephone?

7. How satisfied are you with the   way   in   which   staff   members answer your call?

8. How satisfied are you with the clarity  of the   staff   member's voice?

9. How satisfied are you with the ease of reaching the person you need to speak with?

10. How satisfied are you with how quickly your enquiry was understood and responded to?

11.How satisfied are you with the way our customer service representatives/credit officers serve you in a friendly and courteous manner?

12. How satisfied are you with our customer service representatives/credit officers knowledge   of   Sacco's   products   & Services?

13. How satisfied are you with our customer service representatives/credit officers Willingness to listen and respond to your need?

14. How satisfied are you with the way our customer service representatives/credit officers offer fast and efficient service?

15. How satisfied are you with our customer service representatives/credit officers professionalism   and attractive appearance?

16. How satisfied are you with our customer service representatives/credit officers recognition   of   you   as   valued customer?

17. How satisfied are you with our customer service representatives/credit officers’ availability to customers when needed?

18. Our bank facilities are clean & well cared for.

19. No long line ups at counter

20. Information is available on brochures and T.V content

21. We have pleasant & attractive Sacco premises

22. In the last six months have you experienced a mistake on your account?

23. In the last six months, have you issued instructions on your account and  not carried out?

24. Have your name or address been misspelt on letters/s.m.s?

25. In the last six months, have you noticed a mistake with a standing order or checkoff deduction?

26. In the last six months, have you encountered an unhelpful staff?

27. If you have complained, please tell us how satisfied you were with the   way   your   complaint   was handled

28. If you have complained, please tell us how satisfied you were with the   person   who   sorted   out   your complaint?

29. If you have complained, please tell us how satisfied you were with the   time   taken   to   sort   out   your complaint?

30. When I called the Sacco, the call handled promptly, not kept on hold

31. When I called I was quickly   connected   to   the   right person

32. When I called, my question   or   problem   handled   to my satisfaction

33. Would you recommend this Sacco to your friends, relatives, associates?

34. Do you have any remarks you want to add concerning the service, you have been receiving at your branch?

35. Your overall opinion about this survey

Created at Crowdsignal.com