Customer Service Survey Questions for Banks and Credit Unions

Monitoring how your customer service is doing with both new and existing account holders is important. It not only tells you how satisfied customers or members are with your employees, but it also identifies areas that may need improvement. Use the question bank below to get your next customer service survey started.

Timing Tip: We recommend sending this survey one to two days after a specific transaction.


Given your last experience, how satisfied were you with our employees' helpfulness?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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Given your last experience, how satisfied were you with our employees' ability to explain our products?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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Given your last experience, how satisfied were you with our employees' overall professionalism?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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How satisfied were you with the speed of service in our drive-thru lanes?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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How satisfied were you with the speed of service in our branch lobby?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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Did the amount of time it took to open your new account meet your expectations?

YES
NO

Did the employee who served you address you by your name during your visit?

YES
NO

How satisfied are you with our branch locations?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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How satisfied are you with our branch lobby hours?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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How satisfied are you with our ATM locations?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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How satisfied are you with the availability of parking at our branches?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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