A customer satisfaction survey for bank branches, covering six dimensions: queuing, counters, wealth management, self-service, APP integration, and complaint handling.
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Please design a satisfaction survey for customers visiting bank branches, with a total of 8 questions. Cover six dimensions: queuing and number calling, counter efficiency, professionalism of wealth management/loan services, self-service equipment, APP integration, and complaint handling. Question types include: 2 single-choice questions (overall satisfaction, visit frequency), 4 scale questions (measuring queuing time, counter staff efficiency, wealth advisor professionalism, and complaint handling respectively), 1 NPS question (likelihood to recommend), and 1 open-ended question (improvement suggestions). Sample questions should be scenario-specific, e.g., 'On average, how long did you wait for your number to be called?' Options should be realistic. Sampling recommendation: on-site interception + online QR code, with at least 200 responses per branch. Ensure logical question order and avoid leading questions.
Perguntas representativas incluídas
1Pergunta de escolha única
How long did you wait from taking a number to being called at this branch today?
Within 5 minutes5-15 minutes15-30 minutesOver 30 minutes
2Pergunta de escala
How would you rate the fairness and efficiency of the branch's number-calling system?
1-5 scale, with 5 being the best
3Pergunta de escala
Were the counter/lobby staff efficient and quick in handling your business?
1-5 scale, with 5 being the best
4Pergunta de escala
How satisfied are you with the professional explanations and advice provided by the wealth management/loan manager?
1-5 scale, with 5 being the most satisfied
5Pergunta de escolha única
During your most recent use of self-service equipment (e.g., ATM, intelligent teller machine), was the equipment stable and smooth in operation?
Very smoothAverage, with some malfunctionsFrequently problematicNever used
6Pergunta de escolha única
Have you ever used the bank's App to reserve a queue number or conduct business at a branch? Did such online integration save you time?
Frequently use and it saves timeOccasionally use but no time savingsAware but never usedUnaware of this feature
7NPS (Net Promoter Score)
If you encountered any issues at the branch, was your complaint resolved promptly and effectively?
0-10 scale, with 0 being extremely poor and 10 being excellent
8Pergunta aberta
What is the one aspect you most want this branch to improve? Please elaborate.
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