Customer Satisfaction Survey and Analysis: Metro Bank, UK

This assignment presents an analysis of a customer satisfaction survey conducted for Metro Bank. The survey explores various aspects of customer experience, including overall satisfaction, opinions on specific services like online banking and ATM facilities, and the importance of factors like customer service and competitive charges. The results indicate the number of respondents for each question, providing a quantitative overview of customer perceptions. The assignment investigates the key factors influencing customer satisfaction, such as branch networks, service charges, and types of banking accounts. Additionally, it examines the impact of customer service representatives and their role in shaping customer experiences. The analysis includes feedback on issues like waiting times and balance discrepancies, offering insights into areas for improvement. The assignment aims to understand customer needs, preferences, and the overall effectiveness of Metro Bank's services. It concludes with the recommendation of services provided by the bank.

Questionnaire
A survey On Customer Satisfaction In Banking Services
1. Name -
2. Address -
3. Occupation -
4. Annual Income
5. Name of your Bank – Metro bank, UK
1. Do you believe that your Metro bank provides all your banking needs?
Particulars No of respondents
Yes 30
No 10
Maybe 10
2. When do you think of your bank what comes first in your mind?
Particulars No of respondents
Wide branch network 20
Customer service 20
Core banking 5
Personalised service 5
3. Does your bank offers competitive service charges?
Particulars No of respondents
Yes 25
No 15
Maybe 10

4. Which of the following facilities is given more importance in your Metro bank?
Particulars No of respondents
O/D facilities 10
Loan facilities 25
ATM facilities 15
5. What type of banking account is owned by you?
Particulars No of respondents
Savings account 25
Loan account 10
Current account 10
Joint account 5
6. Are you satisfied with your financial transactions with the bank?
Particulars No of respondents
Very satisfied 15
Satisfied 25
Dissatisfied 10
7. What is the important goal for which you use the online banking?
Particulars No of respondents
Online bill payments 20
Balance check 10
Online ticket booking 10
Request for cheque book 10
8. What is your feedback with respect to the bank’s Customer Service Representatives?
Particulars No of respondents

Knowledge regarding products offering 10
Banking issues handled quickly 10
Good communication skills 10
Knowledge about banking services 20
9. Do you think customer satisfaction can help in improving market position?
Particulars No of respondents
Yes 30
No 10
Maybe 10
10. Do you recommend others to make use of services provided by Metro Bank?
Particulars No of respondents
Yes 30
No 10
Sometimes 10
11. Are you satisfied with overall services provided by Metro Bank?
Particulars No of respondents
Yes 35
No 10
Maybe 5
12. What is the main issue you experienced with respect to Metro bank?