Customer Loyalty & Retention Survey For Banking & Financial Services Industry

1. How long have you been using <Your Brand>’s banking/financial services? (MCQ-Single Selection)
○ Less than 6 months
○ 6 months to 1 year
○ 1-2 years
○ 2-5 years
○ More than 5 years

2.Which of the following services/products do you currently use or have used with <Your Brand>? (MCQ-Multiple Selection)
□ Checking accounts
□ Savings accounts
□ Personal loans
□ Credit cards
□ Mortgage services
□ Investment opportunities
□ Insurance services
□ Others (Please specify)

3. On a scale of 1 to 5, how satisfied are you with <Your Brand>’s services/products? (Rating Scale)
○ 1 – Very dissatisfied
○ 2 – Dissatisfied
○ 3 – Neutral
○ 4 – Satisfied
○ 5 – Very satisfied

4. What factors contribute most to your satisfaction with <Your Brand>’s services/products?  (MCQ-Multiple Selection)
□ Competitive interest rates
□ Quality of customer service
□ Range of services offered
□ User-friendly digital platforms
□ Transparency in fees/policies
□ Others (Please specify)

5.Have you faced any challenges or issues while using <Your Brand>’s services/products?  (MCQ-Multiple Selection)
□ Difficulty in transactions
□ Customer service concerns
□ Fee-related issues
□ Technical problems with online/mobile services
□ Others (Please specify)

6. How likely are you to continue using <Your Brand>’s services/products in the next 6-12 months? (MCQ-Single Selection)
○ Very likely
○ Likely
○ Neutral
○ Unlikely
○ Very unlikely

7. What improvements or changes would encourage you to continue using <Your Brand>’s services/products in the future? (MCQ-Multiple Selection)
□ Lower fees or charges
□ Enhanced customer service
□ Introduction of new features or services
□ Improved digital banking experience
□ Better interest rates or rewards
□ Others (Please specify)

8. Do you actively recommend <Your Brand> to friends or family? (MCQ-Single Selection)
○ Yes, frequently
○ Yes, occasionally
○ No, not often
○ No, never

9. If you’re considering switching from <Your Brand>, what would be the primary reason? (MCQ-Single Selection)
○ Better offers from competitors
○ Dissatisfaction with <Your Brand>’s services
○ Seeking different features or services
○ Moving to a different location
○ Others (Please specify)

10. What additional services or benefits would solidify your loyalty to <Your Brand>?  (Open-ended)
Ans: ___________________________________________