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    Group 17 - Assignment 1

    Uploaded by

    Ggariv
    The document outlines a survey designed by Group 17 for their assignment. The survey contains 4 sections and aims to: 1) assess customer satisfaction with bank products, services, and support; 2) identify areas for improving customer service; 3) measure overall satisfaction; and 4) collect demographic information. The survey will be distributed to current customers of First Bank to understand how to increase retention, enhance the customer experience, and identify customer needs.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Group 17 - Assignment 1

    Uploaded by

    Ggariv
    52 views6 pages
    The document outlines a survey designed by Group 17 for their assignment. The survey contains 4 sections and aims to: 1) assess customer satisfaction with bank products, services, and support; 2) identify areas for improving customer service; 3) measure overall satisfaction; and 4) collect demographic information. The survey will be distributed to current customers of First Bank to understand how to increase retention, enhance the customer experience, and identify customer needs.

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    The document outlines a survey designed by Group 17 for their assignment. The survey contains 4 sections and aims to: 1) assess customer satisfaction with bank products, services, and support; 2) identify areas for improving customer service; 3) measure overall satisfaction; and 4) collect demographic information. The survey will be distributed to current customers of First Bank to understand how to increase retention, enhance the customer experience, and identify customer needs.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    52 views6 pages

    Group 17 - Assignment 1

    Uploaded by

    Ggariv
    The document outlines a survey designed by Group 17 for their assignment. The survey contains 4 sections and aims to: 1) assess customer satisfaction with bank products, services, and support; 2) identify areas for improving customer service; 3) measure overall satisfaction; and 4) collect demographic information. The survey will be distributed to current customers of First Bank to understand how to increase retention, enhance the customer experience, and identify customer needs.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 6

    Group 17 - Assignment 1 - Survey Design

    Group Members

     Hui Ding
     Betzabe Franco Lóme
     Gonzalo García Rivera
     Zenifar Hathiari
     Faith Williams

    Contents
    I. Business Problem............................................................................................................... 2
    II. Objectives.......................................................................................................................... 2
    III. Main Target....................................................................................................................... 2
    IV. Definition........................................................................................................................... 2
    V. Survey Questions............................................................................................................... 3

    1
    I. Business Problem

    1. Customer attrition due to competition in the market


    2. Competitors are two national banks who established banks in Pennsville. Our bank is
    losing customers to these two banks

    II. Objectives

    1. To retain already present customers and attract potential new customers


    2. To know more about the customer preference regarding bank account & services
    3. To determine which services & features customers will be willing to pay in order to
    open a new bank account
    4. Gather current Customer satisfaction
    5. Use the collected data to
    ● Increase Customer retention and lower attrition by providing improved
    customer service
    ● Understand customer needs and enhance customer experience
    ● Leverage testimonials from the satisfied customers for marketing purposes
    and new customer acquisition
    6. Customer Persona identification

    III. Main Target

    1. Current customers

    IV. Definition

    1. Retail / Current customers include


    a. Credit Card
    b. Savings
    c. Loans - Home and Auto
    d. Checking

    2
    V. Survey Questions
    Section I: Customer Satisfaction

    For all the below questions, please use a scale of 1 to 5, where 1 is "Unacceptable
    and 5 is Excellent”.

    1. Please rate the bank products offered to you.

    Bank Products Score

    Credit Card

    Debit Card

    Checking Account

    Savings Account

    Mortgage

    2. Please rate the bank Service offered to you. For all the below questions, Please use

    a scale of 1 to 5, where 1 is "Unacceptable and 5 is Excellent”.

    Bank Services Score

    Branch Service

    Digital Banking Service

    ATM Service

    For all the below questions, please use a scale of 1 to 5, where 1 is "Unacceptable and 5 is
    Excellent”.

    No. Question Score

    3 How satisfied are you with Customer Support with Branch?

    4 How satisfied are you with Customer Support Online?

    5 How well does the following statement describe: FIRST BANK is a


    company I can trust in terms of Information Security, Fraud Prevention
    and Privacy

    6 How satisfied are you with processing times (Service Level)?

    3
    SECTION II: Customer Service

    Which qualities do employees need to improve at the Branch? Check all that apply

    a. Greeted with a smile and eye contact

    b. Friendliness

    c. Personal Service

    d. Accurate Transactions

    e. Quick and Attentive

    f. Confidentiality Maintained

    g. None of the above

    If none of the above was highlighted, please state which quality must be improved

    _________________________________________________________________________

    _________________________________________________________________________

    Which qualities on the web services need improvement?

    h. Website design/appearance

    i. User friendly

    j. Chat box/bot

    k. Loading time

    l. None of the above

    If none of the above was highlighted, please state which quality must be improved

    _________________________________________________________________________

    _________________________________________________________________________

    4
    SECTION III: Overall Satisfaction

    For all the below questions, please use a scale of 1 to 10, where 1 is "Unacceptable",5 is
    "Average" and 10 is “Outstanding”.

    No. Question Score

    1 How would you rate your overall satisfaction on banking with us?

    Please state your reasons why you would / wouldn’t recommend us?

    ________________________________________________________
    ________________________________________________________
    ________________________________________________________
    ________________________________________________________

    2 Based on your experience, how likely is it that you would recommend


    FIRST BANK to a friend or colleague?

    Please state your reasons why you would / wouldn’t recommend us?

    ________________________________________________________
    ________________________________________________________
    ________________________________________________________
    ________________________________________________________

    3. What one thing could First Bank do to improve bank Service / Products for you?
    _________________________________________________________________________
    _________________________________________________________________________
    _________________________________________________________________________
    _________________________________________________________________________

    5
    SECTION IV: Demographic

    1. Age Range
    ❏ 18 - 25
    ❏ 26 - 33
    ❏ 34 - 41
    ❏ 41 - 48
    ❏ 49 - 56
    ❏ 57 - 64
    ❏ 65 and older

    2. Marital Status (Optional)


    ❏ Single
    ❏ Married
    ❏ Divorced
    ❏ Widow
    ❏ N/A

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