Customer Survey 2 - May 2013

* 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?

Q3. If you chose Indifferent, Somewhat Dissatisfied or Totally Dissatisfied in Question 2, please provide a brief reason.

* 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. Have there been occasions 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 usually understands my needs on occasions and meets them sometimes

Coastline doesn't really understand my needs and meets them rarely

Q7. Please describe 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 in meeting my needs

Coastline staff do not have enough knowledge when assisting in meeting my needs

Q9. Please describe when Coastline staff have not had enough knowledge in meeting your 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 describe why you would consider Coastline to be not trustworthy.

* Q12. Have you applied for a loan from Coastline in the last 6 months? (If no go to Question 15)

Yes

No

Q13. How satisfied were you with the overall experience you received from Coastline in relation to your recent loan.

Q14. For Q13 if you felt Indifferent, Somewhat Dissatisfied or Totally Dissatisfied please describe what occurred to make you feel this way.

* Q15. Do you regard Coastline as your Main Financial Institution?

Yes

No

Q16. If you answered no to Q15, are there any improvements Coastline could make for you to consider them as your Main Financial Institution?

* Q17. What is the likelihood that you will use Coastline for your next financial service requirement?

Very Likely

Likely

Possibly

Not Likely

* Q18. 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

* Q19. 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

* Q20. Have you recommended Coastline to anyone in the last 6 months?

Yes

No

* Q21. Which statement best describes your opinion 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

* Q23. Which best describes your stage of life?

Q24. Would you like a staff member of Coastline to contact you if you have any matters you would like addressed?

Yes

No