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  5. Banking: Customers Perspective

Banking: Customers Perspective

Banking Survey: Customers' Perspective
Exit Survey
 
 
Hello:
You are invited to participate in our survey about banks, their product and services. In this survey, approximately one thousand people will be asked to complete a survey. It will take approximately ten-fifteen minutes to complete the questionnaire.

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.

 
 
 
 
* In which city do you reside?
 
Atlanta
 
Boston
 
Chicago
 
Dallas
 
Denver
 
Houston
 
LA
 
Las Vegas
 
NY
 
Philadelphia
 
Phoenix
 
Portland
 
San Diego
 
Seattle
 
Washington
 
Other
 
 
 
 
* Gender
 
Male
 
Female
 
 
 
* How old are you?
 
Less than 20
 
20 – 25
 
26 – 30
 
31 – 35
 
36 – 40
 
41 – 45
 
46 – 50
 
51 – 55
 
older than 55
 
No answer
 
 
 
* What is your annual Household Income?
 
Less than $15,000
 
$15,000 to $25,000
 
$25,000 to $50,000
 
$50,000 to $75,000
 
$75,000 to $100,000
 
$100,000 to $150,000
 
$150,000 to $200,000
 
more than $200,000
 
 
 
AWARENESS OF BANKS AND ADVERTISEMENT
 
 
* Please, check names of the banks, which are familiar to you...
 
American Express Company
 
Ameriprise Financial
 
Bank of America
 
Branch Banking and Trust Company
 
Capital One
 
Citibank
 
Colonial Bank
 
Comerica Bank
 
Deutsche Bank Trust Corporation
 
Discover Financial Services
 
E*TRADE FINANCIAL Corp
 
HSBC Bank USA
 
ING Bank
 
Chase Bank
 
Keybank
 
Merrill Lynch Bank USA
 
National City Bank
 
PNC Bank
 
Regions Bank
 
Sovereign Bank
 
SunTrust Bank
 
Third Fifth Bank
 
Union Bank of California
 
US Bank
 
Wachovia Bank
 
Washington Mutual Bank
 
Wells Fargo
 
Other
 

 
 
 
From the list, please, identify the banks, which commercials you have seen /heard over the last 3 months.
(Select all that apply)
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
 
 
 
* Which banks do you currently use?
 
Other
 
 
 
 
* Do you use a local bank (not on the list)?
 
No
 
Yes (please, specify)
 
 
 
Based on three characteristics (reliability, quality of customer service, and terms), please, choose which ones can be attributed to each in the following list of banks
 
 
 
FINANCIAL PRODUCTS
 
 
* How would you assess your awareness about products and services that banks offer?
 
I am not knowledgeable at all
 
I know very little
 
I have some knowledge
 
I am very knowledgeable
 
 
 
* Which of the following checking products do you use?
(Select all that apply)

 
internet banking
 
ATM/debit card facilities
 
Online bill payment
 
Online monthly statement
 
None

 
 
 
* Which of the following loan products do you use?
(Select all that apply)
 
Home equity loans
 
Car loans
 
Personal loans
 
Mortgage
 
None

 
 
 
* Which of the following saving products do you use?
(Select all that apply)
 
Certificates of deposit
 
Passbook savings
 
None
 
 
 
Which of the following checking products are you planning to use in the next six months?
(Select all that apply)
 
internet banking
 
ATM/debit card facilities
 
Online bill payment
 
Online monthly statement
 
None

 
 
 
* Which of the following loan products are you planning to use in the next six months? (Select all that apply)
 
Home equity loans
 
Car loans
 
Personal loans
 
Mortgage
 
None

 
 
 
* Which of the following loan products are you planning to use in the next six months?
(Select all that apply)?
 
Home equity loans
 
Car loans
 
Personal loans
 
Mortgage
 
None

 
 
 
* Which of the following saving products are you planning to use in the next six months?
(Select all that apply)?
 
Certificates of deposit
 
Passbook savings
 
None

 
 
 
* Where do you keep your savings?
(Select all that apply)
 
In the bank on the saving account
 
Certificate of Deposit
 
Safety deposit box in the bank
 
In cash elsewhere
 
I invest the money (stocks, bonds, CD, real estate, etc.)
 
I do not have any savings

 
 
Please, rate the following statements about MONEY on the scale from 1 (totally disagree) to 5 (totally agree).
1 2 3 4 5
* It is profitable to keep the money in the bank
* It is safe to keep the money in the bank
* I chose the bank with highest interest rate
* I chose the bank with the best reputation
* It is better to invest the money in real estate than to keep it in the bank
* It is too complicated to use online banking
* I do not trust banks
* I prefer to keep money at home not in a bank
 
 
Please, rate the following statements about LOANS on the scale from 1 (totally disagree) to 5 (totally agree).
1 2 3 4 5
* Using a credit card means an unnecessary overpayment for the purchase
* It is better to borrow money from a source other than a bank
* I would rather not buy something than borrow money
* When getting a loan, I choose the bank with the lowest interest rate
* When getting a loan I choose the bank with the best reputation
* Getting a loan is the last resort
* One should never borrow money under any circumstance
 
 
 
EXPECTATIONS
 
 
* Are you planning to buy real estate in the next ten years?
 
Yes
 
No
 
 
 
What real estate are you planning to buy?
 
A condominium in an older building
 
A condominium under construction
 
A condominium in a new building
 
A condominium in a two or three-family house
 
A townhouse
 
An existing single-family house
 
A single-family house under construction
 
A two or three-family house
 
An apartment building
 
A vacation home
 
A time share
 
Real estate in another country
 
 
 
When are you planning to buy real estate?
 
In the next year
 
Over the next two-five years
 
Over the next five-ten years
 
 
 
What is your main reason to purchase real estate?
 
Changes in the family (marriage, divorce, a birth)
 
To have my own housing
 
To downsize
 
To move to another location
 
To investment
 
To help other family members
 
Other
 
 
 
 
What is price range in which you are planning the purchase?
 
up to $200,000
 
up to $250,000
 
up to $300,000
 
up $350,000
 
up $400,000
 
up to $450,000
 
up to $500,000
 
up to $600,00
 
up to $700,000
 
up to $800,000
 
up to $900,000
 
up to $1,000,000
 
more than $1000000
 
 
 
Are you planning to get a mortgage?
 
Yes
 
No
 
 
 
* Are you planning to purchase a car in the next three years?
 
Yes
 
No
 
 
 
Are you going to finance the purchase of a car?
 
Yes
 
No
 
 
 
DEMOGRAPHICS
 
 
* Where do you spend your vacation?
(Select all that apply)
 
In my home town
 
In other cities in the country
 
Abroad
 
In the countryside

 
 
 
* What is your marital status?
 
Married (including partnership)
 
Single (including divorced)
 
 
 
* How many children reside with you?
 
One
 
Two
 
Three or more
 
None
 
 
 
* What is your position at work?
 
Owner of the business (self-employed)
 
CEO, top manager
 
department head or equivalent
 
Professional (employee with a college diploma, no subordinates)
 
Clerical worker
 
Blue-collar worker
 
Unemployed
 
Student
 
Retired
 
Housewife (house husband)
 
 
 
* What was (were) your source(s) of income over the last month?
(Select all that apply)
 
Wages (salary)
 
Business income
 
Retirement income
 
Stipend/grant
 
Social security
 
Alimony/child support
 
Investment income
 
Assistance from friends, relatives