Customer Satisfacation Survey

		Internet Banking
		FlashMeCash
		Old Internet Banking

Gender

Male

Female

Age Group

25 and below

26 - 35

36 - 49

50 and above

Employment Status

Employed

Student

Self Employed

Pensioner or N/A

Do you have an account with FinBank?

Yes

Where Do You Live? (Nigeria, Abroad)

Nigeria

Abroad

Which is Your Ideal Bank in Nigeria (please tick)

Access Bank

GTBank

Zenith Bank

Oceanic Bank

FinBank

On a scale of 1 to 5 where 1 represents "Extremely dissatisfied" and 5 represents "Extremely Satisfied" how would you rate your level of overall satisfaction with FinBank

N/A

How likely are you to recommend FinBank to a friend or relative? Would you say the chances are.………..

Excellent

Very Good

Fair

Poor

N/A

What would attract you most to a Bank? (Please tick)

ATM Efficiency

E-Banking efficiency (SMS Alerts etc.)

Staff Attitude

Bank Ambience

Product variety

Response/Processing time

Financial Advisory Services (Personal relationship with account manager)

Bank Charges

Knowledgeable Staff

Which bank comes to mind when considering the following?

Service Excellence
E-Banking
Retail Banking
Investment Banking
Corporate Banking

How would you rate our customer service desk/officer (please tick)

Excellent

Very Good

Good

Fair

Poor

N/A

If your answer to the question above is 'poor', what were the main reason for the poor quality of customer service?

Not attentive enough
Too pushy
Not knowledgeable enough
Rude
Disrepectful
Did not listen to my needs
Other (please specify) or N/A

How reliable are our ATM Machines & Cards

Excellent

Very Good

Good

Fair

Poor

N/A

Other Comments