Customer Satisfaction Survey For
Banking And Financial Services Industry

Explore this customer satisfaction survey template for the banking and financial industry. This survey
aims to cover aspects such as customer experience, product usage, likelihood of continued usage,
areas for improvement and customer service rating.

Customer Satisfaction Survey For
Banking & Financial Services Industry

1. How satisfied are you with the overall experience of using <Your Brand>’s services/products? (MCQ-Single Selection)
○ Very satisfied
○ Satisfied
○ Neutral
○ Dissatisfied
○ Very dissatisfied

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

3. What aspects of <Your Brand>’s services/products do you appreciate the most?
 (MCQ-Multiple Selection)
□ Competitive interest rates
□ User-friendly online/mobile banking
□ Efficient customer service
□ Variety of services offered
□ Clear and transparent policies
□ Attractive rewards and benefits
□ Others (Please specify)

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

5. Have you recommended <Your Brand> to others in the past? (MCQ-Single Selection)
○ Yes
○ No

6. If yes, what motivated you to recommend <Your Brand>? (Open-ended)
Ans: ___________________________________________

7.Which areas of <Your Brand>’s services/products do you think need improvement?  (MCQ-Multiple Selection)
□ Faster transaction processing
□ Enhanced security measures
□ Expanded branch network
□ More competitive rates
□ Improved customer service response time
□ Better online/mobile banking features
□ Others (Please specify)

8. On a scale of 1 to 5, how would you rate the customer service provided by <Your Brand>? (MCQ-Single Selection)
○ 1 – Very poor
○ 2 – Poor
○ 3 – Average
○ 4 – Good
○ 5 – Excellent

9.What new services or features would you like to see introduced by <Your Brand>? (Open-ended)
Ans: ___________________________________________

10. How often do you provide feedback or complaints to <Your Brand> about its services/products? (Open-ended)
Ans: ___________________________________________