Customer Satisfaction Survey – Al Masraf

Customer Satisfaction Survey

    We wish to obtain your valuable feedback in order to serve you better.

    Part A

    Al Masraf Staff has good product knowledge and competence. Strongly AgreeAgreeDisagreeStrongly DisagreeDon't Know
    Al Masraf provides “Good Value For Money” in view of Fees and Charges. Strongly AgreeAgreeDisagreeStrongly DisagreeDon't Know
    Your suggestions are considered by the Bank to improve its products and services. Strongly AgreeAgreeDisagreeStrongly DisagreeDon't Know
    Al Masraf has competitive products. Strongly AgreeAgreeDisagreeStrongly DisagreeDon't Know
    You are satisfied with our Branch’s facility appearance and cleanliness. Strongly AgreeAgreeDisagreeStrongly DisagreeDon't Know
    Al Masraf’s staff clearly understand my needs. Strongly AgreeAgreeDisagreeStrongly DisagreeDon't Know
    You are happy with our branch’s working hours. Strongly AgreeAgreeDisagreeStrongly DisagreeDon't Know
    You are satisfied with our call backs for complaints and suggestions. Strongly AgreeAgreeDisagreeStrongly DisagreeDon't Know
    You are happy with our ATM / CCDM locations. Strongly AgreeAgreeDisagreeStrongly DisagreeDon't Know
    On the whole you are satisfied banking with Al Masraf. Strongly AgreeAgreeDisagreeStrongly DisagreeDon't Know

    Part B

    Will you continue relationship with Al Masraf in future? YesNo
    Will you recommend Al Masraf to your other known organizations or individuals? YesNo
    Is Al Masraf better than other banks that you are using now? YesNo

    Part C

    Does Al Masraf provide quick customer service? YesNo
    What is the typical waiting time for meeting?
    RM Less than 10 minBetween 10-20 minMore than 20 min
    Customer Service Less than 10 minBetween 10-20 minMore than 20 min
    Teller Less than 10 minBetween 10-20 minMore than 20 min
    Are you satisfied with Al Masraf’s Complaints Management System? YesNo
    Are your suggestions considered by the Bank to improve its products & services? YesNo
    What is the number of written suggestions &/ or complaints submitted in the last 12 months?

    Are you happy with our Online Banking/ Mobile Banking? YesNo
    Are you registered for Online/ Mobile Banking? YesNo
    Are there any additional services that you require on Online and Mobile Banking platforms?
    According to you which of the following suits image of Al Masraf? (You may choose more than one)
    Thank you.

    Questionaire Completed by:

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