Customer Satisfaction Survey

Title of the document Online Banking Log-In

Bank of St Helena Customer Satisfaction Survey 2023

Closing 27 October 2023

1. Age Group *

16 - 40
41 - 60
60+

2. Which Banking Branches do you use? *

St Helena
Ascension

3. Do you think Bank of St Helena Caters to your needs? *

Yes
No

4. Do you think the Bank's Building / Premises are convenient and suitable for your needs? *

Yes
No

5. How satisfied are you with the following services provided to you by Bank of St Helena? *

	Very Satisfied	Satisfied	Neutral	Unsatisfied	Very Unsatisfied	Not Applicable
Teller Services	Very SatisfiedTeller Services Very Satisfied	SatisfiedTeller Services Satisfied	NeutralTeller Services Neutral	UnsatisfiedTeller Services Unsatisfied	Very UnsatisfiedTeller Services Very Unsatisfied	Not ApplicableTeller Services Not Applicable
Remote/Kiosk Banking Services	Very SatisfiedRemote/Kiosk Banking Services Very Satisfied	SatisfiedRemote/Kiosk Banking Services Satisfied	NeutralRemote/Kiosk Banking Services Neutral	UnsatisfiedRemote/Kiosk Banking Services Unsatisfied	Very UnsatisfiedRemote/Kiosk Banking Services Very Unsatisfied	Not ApplicableRemote/Kiosk Banking Services Not Applicable
Account Services and Features	Very SatisfiedAccount Services and Features Very Satisfied	SatisfiedAccount Services and Features Satisfied	NeutralAccount Services and Features Neutral	UnsatisfiedAccount Services and Features Unsatisfied	Very UnsatisfiedAccount Services and Features Very Unsatisfied	Not ApplicableAccount Services and Features Not Applicable
Local Debit Cards	Very SatisfiedLocal Debit Cards Very Satisfied	SatisfiedLocal Debit Cards Satisfied	NeutralLocal Debit Cards Neutral	UnsatisfiedLocal Debit Cards Unsatisfied	Very UnsatisfiedLocal Debit Cards Very Unsatisfied	Not ApplicableLocal Debit Cards Not Applicable
Online Banking	Very SatisfiedOnline Banking Very Satisfied	SatisfiedOnline Banking Satisfied	NeutralOnline Banking Neutral	UnsatisfiedOnline Banking Unsatisfied	Very UnsatisfiedOnline Banking Very Unsatisfied	Not ApplicableOnline Banking Not Applicable
International Payment Services	Very SatisfiedInternational Payment Services Very Satisfied	SatisfiedInternational Payment Services Satisfied	NeutralInternational Payment Services Neutral	UnsatisfiedInternational Payment Services Unsatisfied	Very UnsatisfiedInternational Payment Services Very Unsatisfied	Not ApplicableInternational Payment Services Not Applicable
Lending Services	Very SatisfiedLending Services Very Satisfied	SatisfiedLending Services Satisfied	NeutralLending Services Neutral	UnsatisfiedLending Services Unsatisfied	Very UnsatisfiedLending Services Very Unsatisfied	Not ApplicableLending Services Not Applicable
Reception Services	Very SatisfiedReception Services Very Satisfied	SatisfiedReception Services Satisfied	NeutralReception Services Neutral	UnsatisfiedReception Services Unsatisfied	Very UnsatisfiedReception Services Very Unsatisfied	Not ApplicableReception Services Not Applicable
Customer Service Terminal (Station 5, St Helena Branch)	Very SatisfiedCustomer Service Terminal (Station 5, St Helena Branch) Very Satisfied	SatisfiedCustomer Service Terminal (Station 5, St Helena Branch) Satisfied	NeutralCustomer Service Terminal (Station 5, St Helena Branch) Neutral	UnsatisfiedCustomer Service Terminal (Station 5, St Helena Branch) Unsatisfied	Very UnsatisfiedCustomer Service Terminal (Station 5, St Helena Branch) Very Unsatisfied	Not ApplicableCustomer Service Terminal (Station 5, St Helena Branch) Not Applicable
St Helena Pay Services (applicable Businesses only)	Very SatisfiedSt Helena Pay Services (applicable Businesses only) Very Satisfied	SatisfiedSt Helena Pay Services (applicable Businesses only) Satisfied	NeutralSt Helena Pay Services (applicable Businesses only) Neutral	UnsatisfiedSt Helena Pay Services (applicable Businesses only) Unsatisfied	Very UnsatisfiedSt Helena Pay Services (applicable Businesses only) Very Unsatisfied	Not ApplicableSt Helena Pay Services (applicable Businesses only) Not Applicable

6. How satisfied are you with the following aspects of customer service at your branch? *

	Very Satisfied	Satisfied	Neutral	Unsatisfied	Very Unsatisfied
Banking Locations are professional and well presented	Very SatisfiedBanking Locations are professional and well presented Very Satisfied	SatisfiedBanking Locations are professional and well presented Satisfied	NeutralBanking Locations are professional and well presented Neutral	UnsatisfiedBanking Locations are professional and well presented Unsatisfied	Very UnsatisfiedBanking Locations are professional and well presented Very Unsatisfied
Staff knowledge of Products and Services	Very SatisfiedStaff knowledge of Products and Services Very Satisfied	SatisfiedStaff knowledge of Products and Services Satisfied	NeutralStaff knowledge of Products and Services Neutral	UnsatisfiedStaff knowledge of Products and Services Unsatisfied	Very UnsatisfiedStaff knowledge of Products and Services Very Unsatisfied
Fast and efficient in meeting customer needs	Very SatisfiedFast and efficient in meeting customer needs Very Satisfied	SatisfiedFast and efficient in meeting customer needs Satisfied	NeutralFast and efficient in meeting customer needs Neutral	UnsatisfiedFast and efficient in meeting customer needs Unsatisfied	Very UnsatisfiedFast and efficient in meeting customer needs Very Unsatisfied
Willingness to listen and respond to your request	Very SatisfiedWillingness to listen and respond to your request Very Satisfied	SatisfiedWillingness to listen and respond to your request Satisfied	NeutralWillingness to listen and respond to your request Neutral	UnsatisfiedWillingness to listen and respond to your request Unsatisfied	Very UnsatisfiedWillingness to listen and respond to your request Very Unsatisfied
Calls and emailed enquiries handled promptly	Very SatisfiedCalls and emailed enquiries handled promptly Very Satisfied	SatisfiedCalls and emailed enquiries handled promptly Satisfied	NeutralCalls and emailed enquiries handled promptly Neutral	UnsatisfiedCalls and emailed enquiries handled promptly Unsatisfied	Very UnsatisfiedCalls and emailed enquiries handled promptly Very Unsatisfied
Staff are respectful towards customers	Very SatisfiedStaff are respectful towards customers Very Satisfied	SatisfiedStaff are respectful towards customers Satisfied	NeutralStaff are respectful towards customers Neutral	UnsatisfiedStaff are respectful towards customers Unsatisfied	Very UnsatisfiedStaff are respectful towards customers Very Unsatisfied
Staff are professional and appearance is appropriate	Very SatisfiedStaff are professional and appearance is appropriate Very Satisfied	SatisfiedStaff are professional and appearance is appropriate Satisfied	NeutralStaff are professional and appearance is appropriate Neutral	UnsatisfiedStaff are professional and appearance is appropriate Unsatisfied	Very UnsatisfiedStaff are professional and appearance is appropriate Very Unsatisfied

7. How satisfied are you with the overall service quality provided by Bank of St Helena? *

Very Satisfied	Satisfied	Neutral	Unsatisfied	Very Unsatisfied
Very SatisfiedVery Satisfied	SatisfiedSatisfied	NeutralNeutral	UnsatisfiedUnsatisfied	Very UnsatisfiedVery Unsatisfied

9. Do you have any comments that you would like to add concerning the service you have been receiving at Bank of St Helena? *

Would you like to be entered into our prize draw for Bank of St Helena promotional items? If so, please provide your contact number and the area code.

This is open to St Helena and Ascension residents only.

Name

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