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第一篇：美國(guó)銀行的客戶(hù)調(diào)查問(wèn)卷

Hawaii National Bank

Questionnaire

Interviewer:Day/time:

The Hawaii National Bank is continually seeking to improve the standard of its products and services.To help them do this we are seeking the views of business owners in China Town.We would be grateful if you could spend 4 or 5 minutes answering some questions.Which description fits you most when you are comparing different banks’ products？

1.Price is the most important thing

2.I could accept paying more in order to get better service

3.It is convenient for me to choose this bank and I do not want to spend too much

time on banking issues

4.I trust the bank or the staff

Which kind of promotion attracts you most for opening business checking account?

1.Discount price of “Merchant Visa” for certain time period

2.Free safe deposit box

3.Lower or free service fees

4.Free night depository

5.Package products, offer special loan interest rate or deposit interest rate

You have current business checking account in __________________________________(the name of the bank)

Why did you choose your current bank?

□Higher interest rate in saving account or certificate of deposit

□No monthly fee for checking account

1/3

□Free checks□Convenient location

□Free safe deposit box

□Free gift

Have you needed financing recently?

□ Yes□No

Why did you need financing?

□To purchase house□To buy equipment to expand business

□Need business cashflow□For children’s education

□Other__________________________________

What factors are important to you when you choose a bank for loan needs?

□Assistance with required paperworks□Fast processing

□ Low loan interest rate□ Good experience from this bank previously

What are your impressions of banks in China town? You could think of your response to products, service, image aspects, etc.1.Hawaii National Bank:□Low merchant service fee□ Other____________

2.First Hawaii Bank:

3.American Savings Bank:

4.The Bank of Hawaii:

5.Central Pacific Bank:

6.HomeStreet Bank:

What do you like about Hawaii National Bank?(product, service, others)

1.2.3.In what ways does the Hawaii National Bank need to improve?(product, service, others)

1.2.3.For potential customers

Why you did not choose Hawaii National Bank in the past?

1.Other banks’ products were better

2.Did not know the Hawaii National Bank at that time

3.Other banks were more convenient

4.Other banks had a special promotion at that time

5.Just chose a bank randomly

How much does your current merchant service cost?

Annual Imprinter fee：_________________/ year in __________(the name of bank)

Thank you very much for your time!

第二篇：銀行客戶(hù)滿(mǎn)意度調(diào)查問(wèn)卷

銀行客戶(hù)滿(mǎn)意度調(diào)查問(wèn)卷尊敬的客戶(hù)：通過(guò)對(duì)您滿(mǎn)意度的調(diào)查，為了解當(dāng)前及將來(lái)您對(duì) 市商業(yè)銀行服務(wù)的要求情況，請(qǐng)您仔細(xì)填寫(xiě)以下調(diào)查問(wèn)卷，我們將對(duì)反饋的情況進(jìn)行分析、總結(jié)，并不斷提高我行的服務(wù)質(zhì)量，為您提供更貼心的服務(wù)。感謝您的配合！年月日

1、您對(duì)我行營(yíng)業(yè)廳禮儀服務(wù)人員的整體印象如何呢？ A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

2、禮儀服務(wù)人員的服務(wù)態(tài)度是否讓您覺(jué)得滿(mǎn)意？ A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

3、我行的客戶(hù)服務(wù)中心工作人員是否能快速的理解您所描述的問(wèn)題？ A.非常快速 B.比較快速 C.一般 D.不快速 E.很緩慢 F.提出您的寶貴意見(jiàn)：____________________________________________

4、您對(duì)我行客戶(hù)服務(wù)中心工作人員解決問(wèn)題的效率是否滿(mǎn)意？ A.非常迅速 B.比較迅速 C.一般 D.不迅速 E.很緩慢 F.提出您的寶貴意見(jiàn)：____________________________________________

5、您對(duì)我行客戶(hù)服務(wù)中心工作人員的專(zhuān)業(yè)知識(shí)是否滿(mǎn)意？ A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

6、您對(duì)我行客戶(hù)服務(wù)中心工作人員的溝通技巧是否滿(mǎn)意？ A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

7、您對(duì)我行的財(cái)會(huì)人員的服務(wù)質(zhì)量是否滿(mǎn)意？ A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

8、您對(duì)我行的財(cái)會(huì)人員的業(yè)務(wù)辦理速度是否滿(mǎn)意？ A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

9、您對(duì)我行的財(cái)會(huì)人員的儀表儀容是否滿(mǎn)意？ A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

10、您對(duì)我行的投訴事件處理的效率滿(mǎn)意度： A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

11、您對(duì)我行處理投訴事件的及時(shí)程度是否滿(mǎn)意？ A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

12、您對(duì)我行的投訴回訪(fǎng)是否滿(mǎn)意？ A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

13、您對(duì)我行的投訴處理結(jié)果是否滿(mǎn)意？ A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

14、您對(duì)我行的宣傳資料發(fā)放是否滿(mǎn)意？ A.非常滿(mǎn)意 B.比較滿(mǎn)意 C.一般 D.不滿(mǎn)意 E.很不滿(mǎn)意 F.提出您的寶貴意見(jiàn)：____________________________________________

15、您是否仔細(xì)閱讀過(guò)我行的宣傳資料？ A.仔細(xì)閱讀 B、大致瀏覽 C.不怎么閱讀 D.從沒(méi)看過(guò) E.提出您的寶貴意見(jiàn)：____________________________________________

16、我行的宣傳資料是否有您所關(guān)注的內(nèi)容？ A.有很多 B.一般 C.不多 D.基本沒(méi)有E.您希望我們的資料內(nèi)容有：____________________________________________

4、您對(duì)我行客戶(hù)服務(wù)中心工作人員解決問(wèn)題的效率是否滿(mǎn)意？ A.非常迅速 B.比較迅速 C.一般 D.不迅速

E.很緩慢 F.提出您的寶貴意見(jiàn)：____________________________________________

15、您是否仔細(xì)閱讀過(guò)我行的宣傳資料？ A.仔細(xì)閱讀 B、大致瀏覽 C.不怎么閱讀 D.從沒(méi)看過(guò) E.提出您的寶貴意見(jiàn)：

____________________________________________

第三篇：銀行信用卡客戶(hù)滿(mǎn)意度調(diào)查問(wèn)卷

信用卡客戶(hù)滿(mǎn)意度調(diào)查問(wèn)卷

尊敬的客戶(hù)：

您好！

我是銀行的客戶(hù)滿(mǎn)意度調(diào)查員，為了了解客戶(hù)對(duì)銀行信用卡業(yè)務(wù)服務(wù)的滿(mǎn)意度，特在這段時(shí)間進(jìn)行問(wèn)卷調(diào)查，煩請(qǐng)您撥冗回答，不勝感謝！請(qǐng)?jiān)谀X(jué)得適當(dāng)?shù)姆娇騼?nèi)打上勾。

1．您對(duì)銀行的整體營(yíng)業(yè)環(huán)境評(píng)價(jià)如何？