Indian Bank Customer Satisfaction Survey
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Share your Indian Bank Experience
Help us understand your banking experience with us
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Personal information & branch selection criteria
Name
Mobile No
Age
Gender
Customer Since (No. of years)
Type of account with Indian Bank
SB
CA
FD
LOAN
Your Branch
What are the criteria for selecting this branch to have an account?
--Select--
Proximity to Home / Office
Existence of Family members account
Public Sector Bank
Locker Facility
Digital Banking Services
Customer Service
Ambience of the Branch
Familiarity with Staff
General banking relationship
How long have you been banking with us?
Less than 1 year
1 to 3 years
3 to 5 years
More than 5 years
How often do you use our banking services?
Daily
Weekly
Monthly
Rarely
Service levels at the branches
Overall experience at our bank branches
Excellent
Very Good
Good
Average
Poor
Satisfaction with professionalism of our staff
Fully Satisfied
Satisfied
Neutral
Dissatisfied
Usual wait time before being attended
Less than 5 minutes
5 to 15 minutes
15 to 30 minutes
More than 30 minutes
Staff provide clear and accurate information
Always
Often
Sometimes
Rarely
Never
Savings bank / current account deposits
Are you maintaining Savings Bank / Current Account with us?
Savings Bank
Yes
No
Current Account
Yes
No
Satisfaction with your Savings/Current account
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Ease of linking account to Digital Payment Applications
Excellent
Very Good
Good
Average
Poor
Ease of access of service features
Excellent
Very Good
Good
Average
Poor
Ease of filing complaint
Excellent
Very Good
Good
Average
Poor
Term deposits
Have you availed Term Deposit account with us?
Yes
No
How long do you have deposits with us?
Less than 6 months
6 to 12 months
1 to 2 years
2 to 3 years
More than 3 years
Whether the branch explained about sweep account?
Yes
No
Are you satisfied with our e-TD account?
Yes
No
Whether satisfied with time taken to close the deposit?
Yes
No
If not having Term Deposit Account—Are you interested?
Yes
No
Digital banking — Mobile banking
Do you avail Mobile Banking services of the Bank?
Yes
No
Ease of using INDSmart app/online portal
Excellent
Very Good
Good
Average
Poor
Ease of accessing other services through INDSmart app
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Range of products and services that can be availed
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Reliability of INDSmart App
Very Reliable
Reliable
Neutral
Unreliable
Very Unreliable
Security of INDSmart App
Excellent
Very Good
Good
Average
Poor
INDSmart Web (Net banking)
Have you availed Bank’s INDSmart WEB?
Yes
No
Ease of registration on the platform
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Ease of navigating the INDSmart WEB platform
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Usefulness of facilities (e-OD, e-TDA, Funds Transfer, etc.)
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Retail loans (Home / Vehicle)
Do you have Home Loan / Vehicle Loan with us?
Home Loan
Yes
No
Vehicle Loan
Yes
No
Ease of understanding scheme guidelines
Excellent
Very Good
Good
Average
Poor
Processing of Loan
Excellent
Very Good
Good
Average
Poor
Overall HL/VL experience
Excellent
Very Good
Good
Average
Poor
Satisfaction with Interest Rate
Excellent
Very Good
Good
Average
Poor
Satisfaction with Turn Around Time
Excellent
Very Good
Good
Average
Poor
If not having Home/Vehicle Loan—Are you interested?
Yes
No
Educational loan
Have you availed Education Loan with Bank?
Yes
No
Getting information about the product on Digital platform
Excellent
Very Good
Good
Average
Poor
Immediate response from the Bank after update in Vidhya Laxmi portal?
Yes
No
Satisfaction with information provided before availing the Loan
Excellent
Very Good
Good
Average
Poor
Time taken by the Bank in processing the loan
Excellent
Very Good
Good
Average
Poor
Complaint resolution if any
Excellent
Very Good
Good
Average
Poor
If not having Educational Loan—Are you interested?
Yes
No
MSME lending
Do you have an MSME loan with our Bank?
Yes
No
How did you avail your MSME loan?
Digital Journey
Manual (Branch Assisted)
Rate the user interface of the digital loan journey
Excellent
Very Good
Good
Average
Poor
Rate the loan process flow in the digital journey
Excellent
Very Good
Good
Average
Poor
Rate the overall loan processing time
Excellent
Very Good
Good
Average
Poor
Overall digital loan experience with the Bank
Excellent
Very Good
Good
Average
Poor
Do you use our MSME mobile app – Ind Smart Biz?
Yes
No
How do you rate the Ind Smart Biz App?
Excellent
Very Good
Good
Average
Poor
The kind of facility you have availed
Working Capital Loan
Term Loan
MSME Government Scheme
Others (please specify)
Branch’s response during the loan process
Excellent
Very Good
Good
Average
Poor
Were all your queries addressed by the Branch Staff?
Yes
No
Partially
Rate the loan processing process
Excellent
Very Good
Good
Average
Poor
Loan processing time (application to sanction)
Excellent
Very Good
Good
Average
Poor
Overall loan experience with the Bank
Excellent
Very Good
Good
Average
Poor
Do you use our MSME mobile App – Ind Smart Biz?
Yes
No
How do you rate the Ind Smart Biz App?
Excellent
Very Good
Good
Average
Poor
Are you interested in availing any facilities with our Bank?
Yes
No
Suggestions/Feedback (Please provide any suggestions to improve our MSME Services.)
Agriculture products (KCC / SHG / JLG / Agri Jewel Loan)
Do you have KCC/SHG/JLG/Agri Jewel Loan with us?
Yes
No
The nature of facility you have availed
KCC
JL
Self Help Group (SHG)
Joint Liability Group (JLG)
KCC scheme has allowed me to reduce borrowing from informal sources
Yes
No
Ease of application process—time taken, number of documents needed
Excellent
Very Good
Good
Average
Poor
On-time disbursals (as per promised timeline)
Excellent
Very Good
Good
Average
Poor
Rate your overall experience
Excellent
Very Good
Good
Average
Poor
Jewel loan
Do you have Jewel Loan with us?
Yes
No
Loan opening process (value for gold, ease, time taken)
Excellent
Very Good
Good
Average
Poor
Closure of Jewel Loan (processing time, return of jewel)
Excellent
Very Good
Good
Average
Poor
Suggestions for improvement
Are you interested in availing these services?
Yes
No
Credit card
Have you availed Bank’s Credit Card Services?
Yes
No
Overall credit card experience
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
How long have you been holding the credit card?
Less than 12 months
1 to 3 Years
3 to 5 years
5 Years
I have closed the Credit Card
Acceptability across merchants, updates on transactions, outstanding limits, reminders on EMIs
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Complaint resolution process for Credit Card
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
If not having Indian Bank Credit Card—Are you interested?
Yes
No
ATM
Ease of access to ATM (location and accessible through ramp)
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Functioning of ATM (machine working, no network issues)
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Ease of operating ATM (steps, menu, voice guidance)
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Any other recommendations/suggestions
Customer support & problem resolution (Call Centre)
How easy is it to reach customer support when you need help?
Very Easy
Easy
Neutral
Difficult
Very Difficult
Ease of navigation of IVR options
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Ability of IVR options to complete customer request / resolve query
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Awareness and knowledge of Call Centre representative on service resolution
Extremely Satisfied (5)
Satisfied (4)
Average (3)
Dissatisfied (2)
Extremely Dissatisfied (1)
Helpfulness of our customer support staff
Excellent
Very Good
Good
Average
Poor
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Thank You
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