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  1. Surveys
  2. 2013
  3. July
  4. M
  5. McKinsey & Co.
0%
Exit Survey
 
How often do you use the following banking channels to interact with your main bank?
Daily Weekly Monthly Once every 3 months Once a year < Once a year Never
Branch
Call Center (or Phone Banking)
Online Banking
Mobile Banking
ATM
Bank's Website
Broker / Agent
 
 
 
The following questions are on your activities in branches
 
 
 
Transactions
 
 
For which of the following activities have you visited a branch in the last six months
Yes No
Cash Deposit (via teller)
Cash Withdrawal (via teller)
Credit Transfers / Money Transfer (via teller)
Balance Inquiry (via teller)
 
 
 
Opening a new product or getting advice
 
 
For which of the following activities have you visited a branch in the last six months
Yes No
Open a Current Account
Open Savings Account / Term Deposit
Get a New Credit Card
Get Investment Advice or Place Investment Order
Get Mortgage Advice or Request a Mortgage
Get Personal Loan
Renew Existing or Purchase a New Insurance Policy
Ask for General Product Information
 
 
 
Service
 
 
For which of the following activities have you visited a branch in the last six months
Yes No
Account / Product-Related Questions
File a Complaint
Change Account Details (e.g. address)
Resolve a Problem
Card (e.g. activate, change PIN code, report lost/stolen)
Open Contract for Online Banking
 
 
Please indicate for the following elements how important they are in your experience with your branch
My main branch is close to my home
My main branch is close to my work
My main branch offers me full service
My bank has multiple smaller branches close by where I can go for daily needs
My main branch is opened in evenings and/or in weekends
My main branch's employees are trustworthy
My main branch offers me good quality advice for complex products (such as mortgages or investments)
My main branch has adequate capacity, such that queues are not too long
 
 
Please indicate which channel you prefer for specific banking activities
Branch Call Center (Phone Banking) Online Banking Mobile Banking ATM Broker / Agent
Transactions (credit / money transfer)
Balance Inquiry
Open Account (current, savings, credit card)
Advice on Complex Products (investments, insurance and/or mortgage)
Information Concerning General Products
Questions (concerning account or products)
Complaints
Other Services (change account details, resolve a problem)