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  1. Surveys
  2. 2012
  3. July
  4. C
  5. Customer Survey 1

Customer Survey 1

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Exit Survey »
 
 
* Q1. Which Coastline service location is most relevant to you in meeting your banking needs?
 
Taree Branch
 
Port Macquarie Branch
 
Kempsey, Smith St Branch
 
West Kempsey, Elbow St Branch
 
South West Rocks Branch
 
By Telephone
 
By Coastline Website
 
 
 
* Q2. When you use the location chosen in question 1, which level of satisfaction best describes your experience?
 
Totally Satisfied
 
Somewhat Satisfied
 
Indifferent
 
Somewhat Dissatisfied
 
Totally Dissatisfied
 
 
 
Q3. If you chose Indifferent, Somewhat Dissatisfied or Totally Dissatisfied in Question 2, please provide a brief description of you experience.
   
 
 
 
* Q4. Please select which statement best describes your experience about your selected service location in Question 1.
 
Coastline is always reliable
 
Coastline is reliable on occasions
 
Coastline is rarely reliable
 
 
 
Q5. Please advise when Coastline hasn't been reliable.
   
 
 
 
* Q6. Please select which statement best describes your experience about your selected service location in Question 1.
 
Coastline always understands my needs and meets them all the time
 
Coastline understands my needs on occasions and meets them sometimes
 
Coastline doesn't really understand my needs and meets them rarely
 
 
 
Q7. Please advise when Coastline hasn't understood your needs.
   
 
 
 
* Q8. Please select which statement best describes your experience about your selected service location in Question 1.
 
Coastline staff are very knowledgeable when assisting in meeting my needs
 
Coastline staff have some knowledge when assisting meeting my needs
 
Coastline staff do not have enough knowledge when assisting in meeting my needs
 
 
 
Q9. Please advise when Coastline staff have not had enough knowledge in meeting my needs.
   
 
 
 
* Q10. Please select which statement best describes your experience about your selected service location in Question 1.
 
Coastline is very trustworthy in handling my banking needs
 
Coastline is somewhat trustworthy in meeting my banking needs
 
Coastline is not trustworthy in meeting my banking needs
 
 
 
Q11. Please advise why you would consider Coastline to be not trustworthy.
   
 
 
 
* Q12. Have you applied for loan from Coastline in the last 6 months? (If no go to Question 18)
 
Yes
 
No
 
 
 
Q13. How satisfied were you with the information and professionalism you received when you made your initial application?
 
Totally Satisfied
 
Somewhat Satisfied
 
Indifferent
 
Somewhat Dissatisfied
 
Totally Dissatisfied
 
 
 
Q14. How satisfied were you with the time taken to receive approval for your loan?
 
Totally Satisfied
 
Somewhat Satisfied
 
Indifferent
 
Somewhat Dissatisfied
 
Totally Dissatisfied
 
 
 
Q15. How satisfied were you in the time taken to receive the funds you applied for?
 
Totally Satisfied
 
Somewhat Satisfied
 
Indifferent
 
Somewhat Dissatisfied
 
Totally Dissatisfied
 
 
 
Q16. How satisfied were you with the overall experience you received from Coastline in relation to you recent loan.
 
Totally Satisfied
 
Somewhat Satisfied
 
Indifferent
 
Somewhat Dissatisfied
 
Totally Dissatisfied
 
 
 
Q17. For Q13 to Q16 if you felt Indifferent, Somewhat Dissatisfied or Totally Dissatisfied please advise what occurred to make you feel this way.
   
 
 
 
* Q18. Do you regard Coastline as your Main Financial Institution?
 
Yes
 
No
 
 
 
Q19. If you answered no to Q18, are there any improvements Coastline could make for you to consider them as your Main Financial Institution?
   
 
 
 
* Q20. What is the likelihood that you will use Coastline for your next financial service requirement?
 
Very Likely
 
Likely
 
Possibly
 
Not Likely
 
 
 
* Q21. In relation to banking fees charged, which statement best reflects your view?
 
Overall Coastline charges less fees than others
 
Overall Coastline charges about the same fees as others
 
Overall Coastline charges more fees than others
 
 
 
* Q22. In relation to overall service quality received which statement best reflects your view?
 
Overall Coastline provides superior service than others
 
Overall Coastline provides about the same service as others
 
Overall Coastline provides inferior service than others
 
 
 
* Q23. Have you recommended Coastline to anyone in the last 6 months?
 
Yes
 
No
 
 
 
* Q24. Which statement best describes your feeling about Coastline's commitment to your community?
 
Coastline provides significant support to our community
 
Coastline provides some support to our community
 
Coastline rarely provides support to our community
 
 
 
Q25. Importance to YouSatisfaction with Coastline
Not ImportantVery Important
Not SatisfiedVery Satisfied
1234512345
* Customer Service
* Reliability
* Understanding My Needs
* Knowlegible Staff
* Trustworthiness
* Fees and Charges
* Accessibility
* Up to date with Technology Solutions
* Range of Products and Services
 
 
 
Q26. Importance to YouSatisfaction with Coastline
Not ImportantVery Important
Not SatisfiedVery Satisfied
1234512345
* Access to EFTPOS for Purchases
* Access to Cash Withdrawals at Branches
* Access to Cash Withdrawals at ATMs
* Access to Cash Withdrawals using EFTPOS Cash Out
* Access to BPay
* Access to Chequing Facilities
* Access to Card Payments using the Internet
* Access to Tranfering Funds using the Internet
* Access to Direct Debits
* Access to Credit Payroll into your Account
 
 
 
Q27. Importance to YouSatisfaction with Coastline
Not ImportantVery Important
Not SatisfiedVery Satisfied
1234512345
* Access to Services by Web Site
* Access to Services by Internet Banking
* Access to Services by Mobile Phone Banking
* Access to Services by Telephone
* Access to Services by Branches
* Access To Services by Mobile Staff
 
 
 
Q28. If you felt not satisfied with any of the attributes in Q25 to Q27, please advise how Coastline could provide better service.
   
 
 
 
* Q29. Which best describes your stage of life?
 
Student
 
First Job
 
First Home Buyer
 
Growing Family
 
Empty Nester
 
Preretirement
 
Retired
 
 
 
Q30. Would you like a staff member of Coastline to contact you if you have any matters you would like addressed?
 
Yes
 
No
 
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