Electronic Services Survey Questions for Banks and Credit Unions

If a service is performing better or worse than other products or services, it’s time to find out why. This electronic service focused survey contains questions that gauge how satisfied an account holder is with a given service, like mobile banking. The feedback you receive can then be used to see which electronic service is being used the most and identify problem areas.

Timing Tip: We recommend sending this survey once a year. However, you can send this survey at any time, but it’s recommended that you send it to account holders with at least one electronic service.


How satisfied are you with our Online Banking system?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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10

Do you use our mobile banking app for your smartphone?

Yes
No
Do not have a smartphone

How satisfied are you with our Mobile Banking application?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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10

Do you use our Online Bill Payment system?

Yes
No

How satisfied are you with our Online Bill Payment system?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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10

How satisfied are you with the amount of product specific information we have on our website?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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

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How satisfied are you with the information on our account statements?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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10

How satisfied are you with the quality of our account statements?
(0 = Extremely Dissatisfied and 10 = Extremely Satisfied.)

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