ANNEXURE-I
CALLCENTRE ON CBS
Date: ______________
CUSTOMER SATISFACTION FEEDBACK FORM : Time: _____________
Name of the customer : ___________________________________
Branch Name : ___________________________________
Region : ___________________________________
Zone : ___________________________________
A/c No : ___________________________________
Banking with CBI since : ___________________________________
S.No Areas Very
Satisfied
Satisfied Neutral Dissatisfied Very
Dissatisfied
1. Politeness
2. Patience
3. Technical knowledge
4. Clear communication
5. Helpfulness
6. Accuracy of Answers
7. Persistence until problem was resolved
8. Resolution with reasonable time frame
9. Meet your expectations
10. Convenient Service hours
11. Prompt initial contact
12. Courtesy of person who routed the call
13. Overall satisfaction with Call centre support
14. Do you have account with other Bank and how is their service.
15. Do you interact with Call centre services of other Bank ? O Yes O No
16. If yes, which additional services you would like Central Bank to offer to you ?
17. What is your suggestions for improvement in CALL CENTRE SERVICES :