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Customer Satisfaction Survey
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Customer Satisfaction Survey
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1- In general, are you satisfied with the services of BoK?
Not Satisfied
Satisfied
Highly Satisfied
2- Are you satisfied with the services provided by your BoK branch?
Not Satisfied
Satisfied
Highly Satisfied
If answer of above question is No (i.e. Not Satisfied), please identify the area of inconvenience/issue, you faced.
Staff was discourteous
Staff was non cooperative
Staff was not well dressed
Staff was not well trained/lacking product knowledge
Not attending the call within three rings.
Branch ambiance was not satisfactory
Branch Location is not suitable
Any other issue, please specify
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3- Are you satisfied with the services provided by BoK Call Centre?
Not Satisfied
Satisfied
Highly Satisfied
If answer of above question is No (i.e. Not Satisfied), please identify the area of inconvenience/issue, you faced.
Staff was discourteous
Staff Misbehaved
Staff was not well trained/lacking product knowledge
Call Connecting Issue
Any other issue, please specify
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4- Have you ever interacted with any department, other than BoK Branches/Call Centre. What was your experience?
Not Interacted
Interacted - Not Satisfied
Interacted - Satisfied
Interacted - Highly Satisfied
If answer of above question is No (i.e. Not Satisfied), please identify the area of inconvenience/issue, you faced.
Staff was discourteous
Staff Misbehaved
Staff was not well dressed
Staff was not well trained/lacking product knowledge
Any other issue, please specify
Enter other…
5- Are you satisfied with BoK Mobile App?
Not Satisfied
Satisfied
Highly Satisfied
If answer of above question is No (i.e. Not Satisfied), please identify the area of inconvenience/issue, you faced.
Frequent Unsuccessful Login
Occasional Unsuccessful Login
Frequent Unsuccessful Bill Payment/Funds Transfer
Occasional Unsuccessful Bill Payment/Funds Transfer
OTP not received Mostly
OTP not received Occasionally
Hanged Mostly
Hanged Occasionally
Frequent Logged Out without completing the task
Occasional Logged Out without completing the task
Any other issue, please specify
Enter other…
6- Are you satisfied with BoK ATM Services?
Not Satisfied
Satisfied
Highly Satisfied
If answer of above question is No (i.e. Not Satisfied), please identify the area of inconvenience/issue, you faced.
Frequently Out of Order
Occasionally Out of Order
Frequently Out of Cash
Occasionally Out of Cash
Any other issue, please specify
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7- Will you continue banking with us and using services of Bank of Khyber?
Yes
No
8- Will you recommend Bank of Khyber Products and Services to Friends/ Relatives?
Yes
No
9- Have you ever registered a complaint with BoK?. What was your experience?
Never registered a complaint
Registered a complaint - Not Satisfied
Registered a complaint - Satisfied
Registered a complaint - Highly Satisfied
If answer of above question is No (i.e. Not Satisfied), please identify the area of inconvenience/issue, you faced.
Issue was not resolved at all
Issue was resolved after 15 days
Response was not satisfactory
Staff was not courteous
Staff was not well trained/lacking product knowledge
Any other issue, please specify
Enter other…
10-Do you have any suggestions to improve the overall user experience of our website?
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