MSME: Customer Satisfaction Survey

1. What is the annual turnover of your business?

(Turnover means Sales/Total Revenue)

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2. How would you describe your relation with Punjab & Sind Bank?

Primary (Primary means your preferred choice for banking/maximum loans taken from this bank)
Secondary (Secondary means that you have a banking relation with a different bank which is primary)
Third important relation (This means that there are two other banking relations that are more important)

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3. How would you describe your relation with Punjab & Sind Bank for current account?

Primary (Primary business account used for day to day transactions is held with this bank)
Secondary (Business account held with bank is used for transactions- but volume lesser than primary business account)
Third important relation (This means there are two other banks with more used business accounts)

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4. How will you rate Punjab & Sind Bank’s working capital loan renewal process?

(Evaluate the bank on the basis of time taken to process the request, further documentations required, how helpful and proactive the bank is, overall service experience)

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5. Rate your experience of availing increased credit limits or other products from Punjab & Sind Bank?

(Evaluate the bank on the basis of time taken to process the request, further documentations required, how helpful and proactive the bank is, overall service experience)

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6. How will you rate Punjab & Sind Bank on process of submitting loan related documents?

(Evaluate the bank on the basis of number, type of documents demanded, format of documents- whether digital submission is allowed or only hard copies needed; explanation by staff about exactly what is needed)

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7. How will you rate the time taken by Punjab & Sind Bank to process your loan requirements?

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8. How will you rate Punjab & Sind Bank's ability to address your complaints and problems?

(Evaluate the bank on the basis of ease of submitting complaints- whether it can be done online, whether status can be tracked; time taken by bank to process complaint, quality of resolution)

Poor
Average
Satisfactory
Excellent

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9. How likely are you to recommend the Punjab & Sind Bank to your friends or business partners?

Unlikely
Maybe
Likely
Certainly

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