The following questionnaire is aimed at collecting information that will help us better your online experience at the CitiNRI website. There are 30 questions divided into two categories, customer satisfaction and site usage, and it should only take 20-30 mins of your time. Please feel free to answer the questions frankly, as that will yield the most useful results. If you have any additional comments for a particular response or general comments, the last question has a space provided for that purpose. Once you are finished just hit the done button and the completed questionnaire will be automatically e-mailed to us. Thank you for your time, your feedback will help us to ensure that our online service adheres to the best possible standards. |
|
|
Customer satisfaction survey: |
This section is designed to get an idea of your level satisfaction with our online services. Some of the questions may look the same but they are worded slightly differently and the more questions answered, the better idea we will have of your opinions. For each of the 15 following statements please indicate your position by selecting a number from 5 (Agree completely) to 1 (Disagree Completely) |
1. I am satisfied with the website overall. |
|
|
2. It is easy to explain my problems and requests to the website's customer service. |
|
|
3. Customer service responds to my requests promptly. |
|
|
4. I feel secure while using the website |
|
|
5. I am satisfied with the account statements provided by the website. |
|
|
6. The website is user friendly. |
|
|
7. I am satisfied with the products and services that are provided by the website. |
|
|
8. The products and services provided by the website meet my requirements. |
|
|
9. I am satisfied with the transaction procedures. |
|
|
10. The website provides clear transaction and rate information. |
|
|
11. The other information that the website provides, such as e-mail bullletins, news, etc... exactly fits my needs. |
|
|
12. The website provides information that I trust. |
|
|
13. The website provides up-to-date information. |
|
|
14. The website has a pleasing visual aspect |
|
|
15.The website is innovative |
|
|
|
|
|
|
The following 15 questions pertain to your usage of the CitiNRI website and its purpose is to help us better identify your prefrences and needs. Please try to answer as many of them as possible. |
16. Please write down upto three main tasks you perform using the website: |
|
|
17. Please write down upto three main tasks you perform using the bank's other services: |
|
|
18. What features would you like to add to the website, if any? |
|
|
19. If you had to find the website on an online search engine, what would you type? |
|
|
20. If you had to get to the website using it's address, what would you type, If don't know please leave the field blank: |
|
|
21. How often do you use the website? |
|
|
for approximately |
hours | |
22. What time during the day do you normally use the website? |
|
|
23. Where do you normally access the website from? |
|
|
24. Which methods do you usually use to access the bank? |
|
|
25. Please write down upto three positive aspects of the website |
|
|
26. Please write down upto three negative aspects of the website |
|
|
27. Please select what you would consider the three most important characteristics of a succesful banking website |
|
|
28. Please select what you would consider the two most effective ways of providing customer service for an online banking website |
|
|
29. Have you used any other online banking services NRI or otherwise? If so is there anything about them you found particularly convenient or interesting? |
|
|
30. Do you have any other comments or suggestions for us? |
|
|
