Banking Customer Feedback Form

How to Use this Banking Feedback Form Template?

Make the most of this Banking Feedback Survey Template to gain valuable insights into customer satisfaction after their banking experience. Follow these steps to optimize the usage of this template and leverage it to collect valuable feedback from your bank clients.

1. Edit this template: Click on 'Edit this Template' to open the bank customer feedback form. This will take you to the editing interface, allowing you to customize the form template based on your specific survey needs.
2. Customize the template: While in editing mode, customize the bank customer feedback form to suit your unique needs. Incorporate questions that delve into different aspects of the customer's banking experience, such as satisfaction with the account management process, ease of online banking, the responsiveness of customer service representatives and other bank staff, and overall satisfaction with the bank. 
   For example, consider questions like "How satisfied are you with the online banking experience?"
3. Preview and adjust the template: Take a moment to review the customized bank customer feedback form. Ensure that the questions are clear and relevant to the customer's banking journey. Adjust the form flow to align with your specific feedback collection process, ensuring that customers can easily understand and respond to the questions.
4. Share the Survey: When you are done with all the editing and adjustments in the survey template, your bank customer feedback form is ready to use to collect customer feedback. You can consider multiple distribution channels to share your feedback form.
   • Trigger email surveys or SMS surveys after specific banking transactions or interactions to collect post-transaction feedback.
   • If customers engage with your bank through a mobile app, utilize in-app surveys for seamless feedback collection.
   • For customers using your bank's website, explore website feedback widgets like popup surveys, slide-up surveys, and feedback button to trigger surveys and capture in-moment feedback. For example, you can trigger a popup after a customer has completed an online transaction asking ‘How was your overall online banking experience with our website?’
   • Use offline surveys at bank branches by applying survey kiosk devices in the areas of your branch. You can also approach the customers with physical devices like iPad, Android tablets, and smartphones and request them to take the survey through these devices and share their valuable feedback.

By following these steps, you can effectively collect feedback from banking customers, gaining valuable insights to enhance their overall banking experience.

Key Features of Zonka Feedback for Enhancing Banking Customer Feedback Surveys

Crafting and executing effective banking customer feedback surveys can be a complex task, but with effective bank feedback software, the process becomes streamlined, enabling you to extract valuable insights from your customers. Zonka Feedback emerges as a robust tool for banking feedback surveys, providing powerful features specifically designed to enhance your feedback collection process.

1. Customizable Survey Template

Enhance your banking customer satisfaction survey using Zonka Feedback's customizable templates and online forms. Tailor pre-built templates to address various aspects of the customer's banking journey, allowing you to modify survey questions based on your survey objectives and specific touchpoints in the customer experience.

2. Skip Logic and Question Branching

Navigate through the banking customer satisfaction survey intelligently with Zonka Feedback's skip logic and question branching. Customize the survey flow based on customer responses, ensuring a personalized and efficient survey experience for each participant.

For instance, if a customer provides a bad rating, you can make the survey dynamic enough to ask this question: “We apologize for your inconvenience, can you please help us know the primary reason for your bad experience?”

3. Real-time Feedback Alerts and Notifications

Stay proactive in addressing banking satisfaction feedback with Zonka's real-time response alerts and notifications. Receive instant alerts for incoming customer feedback or negative responses, facilitating prompt resolution of concerns and enhancing overall customer satisfaction.

4. Multiple Channel Distribution

Seamlessly distribute banking feedback surveys through email, SMS, website, or other online channels. This flexibility ensures that you capture insights from customers at different stages of their experience, depending on the channels through which the banking activity is conducted.

SMS Survey: Gather Feedback On-the-go

• Trigger: Send a concise SMS with emoji reactions (such as Smiley surveys or star ratings) immediately after a banking transaction like an online fund transfer, a Fixed Deposit creation, and more.
• Example: "Thank you for banking with us! How would you rate your overall experience? Reply with a smiley for excellent, a star for good, and a frown for improvement."

Email Survey: Delve Deeper into the Bank Customer Experience

• Timing: 24-48 hours after the transaction, send a detailed email survey covering various aspects of the banking journey, including account management, branch visiting experience, experience with loan disbursement process, and customer service.
• Example: "Share your recent banking experience with [Bank Name]! Your feedback helps us enhance our services. Click here to take our short survey."

In-App Survey: Immediate Feedback Post-Transaction

• Integrated Channel: Integrate the survey within your bank's mobile app right after customers complete their transactions.
• Example: "How satisfied are you with your transaction? Rate your experience with stars: ⭐⭐⭐⭐⭐. Your feedback is valuable to us!"

Website Survey: Collect Feedback Before Using Online Banking Services

• Trigger: Offer a pop-up survey on your bank's website after bank customers browse online banking options or perform transactions.
• Example: "Planning your financial activities? Help us tailor your experience! Provide feedback on your website visit with this quick survey."

5. Automated Workflows

Streamline the post-transaction customer journey with Zonka Feedback's automated workflows. Trigger online surveys at different touchpoints like after a transaction or just after using online banking, capturing valuable insights at key moments of the customer's post-transaction experience.

6. Closing the Feedback Loop

Move beyond mere data collection with Zonka Feedback's actionable customer feedback loop. Take informed actions based on received customer feedback, effectively closing the loop and ensuring a continuous cycle of improvement for your bank services based on customer insights, thus preventing customer dissatisfaction and improving overall service quality.

Question Types to Include in Banking Feedback Survey Template

Developing a comprehensive banking feedback survey involves incorporating various question types to extract thorough insights from customers. Explore diverse question formats to customize your bank customer feedback form, addressing the specific requirements of post-transaction feedback.

1. Rating Scale Questions

Assess customer satisfaction following a banking transaction using Customer Satisfaction (CSAT) rating questions. Utilize a five-point rating scale with options represented through adjectives (Excellent to Poor), self-explanatory smileys, star ratings, numbers, and more. Consider options like:

• Likert scale survey
• 5-Star surveys
• Smiley rating or smiley face survey
• 1 to 5 Rating scale survey
• 1 to 10 opinion scale survey
• Thumbs up/down survey

Clearly defined and consistent scales, such as 1 to 5, empower customers to easily express their satisfaction levels regarding the post-transaction experience.

2. Open-ended Questions

Gain profound insights into customers' post-transaction experiences by incorporating open-ended questions. Encourage respondents to provide feedback on the reasons behind their ratings, capturing concerns, suggestions, and special experiences they may wish to share.

Analyzing open-ended responses offers a deeper understanding of customer sentiments, facilitating the identification of areas for improvement in the banking process and meeting your bank clients’ expectations.

3. Multiple Choice Questions

Streamline feedback collection with effective multiple-choice questions in your banking feedback survey. Provide single or multiple response options, include ranking questions to assess preferences, and organize the survey for standardized analysis. For instance:

"Among the facets of this banking experience, which ones do you find most satisfying?"

• Account management
• Online banking experience
• Customer service
• Transaction speed

By incorporating these varied question types into your banking feedback survey, you can gather comprehensive insights to enhance and optimize various aspects of the banking experience.