Survey Questions for Banks & Credit Unions

Surveys provide insight into the customer experience; creating a vital feedback loop to your bank or credit union. If you're not currently sending surveys, you should consider starting today. To make things easier, we put together survey templates and sample survey questions for different situations. As you create new surveys, be sure you can answer four basic questions.

Why

Why are you sending this survey?

What

What questions should you ask?

Who

Who do you want to receive this survey?

When

When should you send your survey?

Check out how we've answered these four basic questions in the survey templates and sample questions provided below. As always, feel free to use or modify any of these examples to meet your unique needs.

Survey Templates

New Account Survey Template for Financial Institutions

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Why: Learn how new account holders feel about you
account_box
Who: New account holders
assignment
What: Click through for survey questions
event
When: One to two days after new account opening

Market Reputation or NPS Survey Template for Financial Institutions

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Why: Learn if account holders will recommend you
account_box
Who: Account holders with specific products
assignment
What: Click through for survey questions
event
When: At least 90 days after new account opening

Lost Account Survey Template for Financial Institutions

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Why: Learn the reason behind a closed account
account_box
Who: Account holders who have closed their accounts
assignment
What: Click through for survey questions
event
When: One to two days after account closure

Sample Survey Questions

Advertising and Marketing Survey Questions

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Why: Learn about your marketing channel effectiveness
account_box
Who: New and current account holders
assignment
What: Click through for survey questions
event
When: One day after account opening
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Account Holder Demographic Survey Questions

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Why: Learn account holder demographic information
account_box
Who: All account holders
assignment
What: Click through for survey questions
event
When: Within 90 days of new account opening
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Electronic Services Survey Questions

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Why: Learn if account holders are satisfied with eServices
account_box
Who: Account holders with an electronic service
assignment
What: Click through for survey questions
event
When: Once per year
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Customer Service Survey Questions

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Why: Learn if account holders are satisfied with your processes
account_box
Who: Account holders after a transaction
assignment
What: Click through for survey questions
event
When: One day after a specific transaction
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