Customer Loyalty & Retention Survey For Banking & Financial Services Industry

Assess customer loyalty and retention metrics using this survey template for the banking and financial industry. This survey aims to identify factors that influence institution loyalty, services that impact usage and retention, banking products and difficulty to use it and future usage patterns.

Customer Loyalty and 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: ___________________________________________