How to Run Bank Customer Satisfactions Surveys to Better Understand Your Clients


Banking surveys help banks and financial institutions better understand their customers' needs and preferences.

Bank customer satisfaction surveys are powerful tools that banks, online banks, and financial institutions can leverage to gain a deeper understanding of their clients' needs and preferences. By deploying a variety of bank survey questionnaires, financial institutions can measure client satisfaction, refine their services, adhere to the "know your customer" (KYC) questionnaires, and make necessary adjustments to stay competitive. Moreover, client feedback can be utilized to refine and elevate the customer experience as a whole.

To efficiently process and analyze this valuable feedback, implementing a survey software like Checkbox becomes essential. It allows you to ask pertinent questions, capture crucial insights, and thereby enhance client satisfaction. Our intuitive, no-code survey editor enables you to design custom bank customer satisfaction surveys as soon as you create your account. Choose from our templates, tailor it to your needs, and distribute it via SMS, email, or embed it on your official website.

In this article, we'll explore how to run bank customer satisfaction surveys, share best practices and provide questions you can use in your next survey.

How to Run Bank Customer Satisfaction Surveys?

In financial services, competition is fierce, and clients have an array of choices at their fingertips. More than ever, banks need to stay aligned with their clients' evolving expectations. Implementing regular bank customer satisfaction surveys is an indispensable tactic for gauging the pulse of client satisfaction and collecting actionable feedback that you can use to develop new products and services that better meet your customers' requirements, leading to increased satisfaction and loyalty.

Understanding customer needs and desires and anticipating churn

To automate the client feedback collection process, you can define triggers for sending surveys. Here are some examples to get you inspired:

In addition to providing insights into your clients' needs and gauging their loyalty, customer surveys play a crucial role in preventing and minimizing customer churn. By pinpointing both your most loyal customers and those at risk of leaving, banks can devise targeted marketing strategies, offer exclusive perks, and roll out tailored promotions to maintain engagement. Such proactive measures can significantly reduce the likelihood of clients leaving your institution. Leveraging these insights allows banks to extend special attention to customers who may be on the verge of departure, turning potential losses into opportunities for retention and loyalty enhancement.

Uncovering insights about your team 

Additionally, bank customer satisfaction surveys offer a window into the performance and perception of your team from the customers' viewpoint. Through this lens, it becomes possible to identify team members whose service excellence stands out, meriting recognition and rewards. Concurrently, these surveys can highlight specific areas where team members could benefit from further training. By addressing these insights, banks can significantly enhance their team's performance, ensuring that customer experiences are consistently delightful and exceed expectations.

Types of Banking Survey Questions

A variety of banking survey questions can be used to collect diverse and valuable data. When designing your bank customer satisfaction survey, it’s essential to include a mix of quantitative and qualitative questions to get a full spectrum of insights.

Some effective banking survey questions to consider integrating are:

  1. Quantitative Questions: These will give you measurable data and might include Likert scale ratings of overall satisfaction or specific services, and ranking features in order of importance.
  1. Qualitative Questions: Open-ended questions for banking customers allow clients to provide more detailed feedback, valuable for identifying unforeseen issues or opportunities. Examples include asking for suggestions on improving service hours or digital banking features.
  2. Demographic Questions: Gathering demographic data helps tailor financial products and marketing efforts to different segments of your client base.
  3. Compliance-Related Questions: These can help ensure you continue to meet regulatory standards and understand your clients in alignment with KYC requirements.

Here are some examples you can adjust to your needs:

  • What made you choose our institution for your banking needs?
  • How would you rate your experience with our institution?
  • Which factors of your experience are you satisfied with? 
  • Which factors have left you feeling unsatisfied?
  • What could we do differently to improve your experience with our institution?
  • Which platforms do you use most frequently for your banking activities?
  • Do these platforms work as you expect?

To further refine the utility of customer surveys, it's vital to tailor the questionnaire to the particular action undertaken by the client. For instance, surveys dispatched following the opening of a new account should pose different inquiries compared to those issued after a customer service encounter. Additionally, incorporating demographic queries related to age, gender, income, and occupation enriches your understanding of your target audience. This customization not only enhances the relevance of the feedback but also provides deeper insights into the diverse needs and preferences of your clientele, enabling more effective and targeted service enhancements.

Methodology for Online Surveys for Banks

Checkbox online survey software with a customer satisfaction survey

When asking online banking survey questions, adopt a methodology that respects clients' time while encouraging participation. Short, precise, and accessible surveys often yield higher response rates.

Additionally, ensure that confidentiality and data protection principles are in clear sight, as clients in the financial sector are justifiably concerned about the security of their information. Assuring them of these protections can increase their willingness to participate.

Be timely 

To harness the true power of bank customer satisfaction surveys, timing is paramount. Issuing these surveys immediately after a client interaction—such as following a customer support call or the opening of a new account—captures the customer's emotions and perceptions while they're still fresh. This approach ensures more accurate, timely feedback that reflects genuine customer satisfaction levels. 

Acting on such immediate insights enables your team to make swift, impactful improvements, enhancing the overall customer experience. By strategically timing surveys, you not only gather more relevant feedback but also demonstrate a commitment to addressing customer needs and preferences promptly.

Keep it succinct 

To make banking customer experience surveys more effective and engaging, consider streamlining them. Keeping surveys concise is crucial as customers have limited time and patience. Opt for multiple-choice questions wherever possible, as they're quick to answer and simplify data analysis. 

This approach helps in identifying trends efficiently. Include open-ended questions sparingly and make them optional, allowing for in-depth feedback from those willing to share while not deterring others. This strategy ensures broader participation and valuable insights without overwhelming your clientele


Following up after a banking customer service survey is a critical step in the feedback process. Quick action on the survey responses is essential. Express your gratitude to customers for their feedback. 

Address negative feedback swiftly, apologizing and offering remedies like refunds or service improvements to show you're serious about enhancing their experience. For positive feedback, thank and reward those involved. Effective follow-up demonstrates your commitment to customer satisfaction and loyalty.

Analyzing Bank Surveys Data

Once the data from your online banking survey questions is gathered, a thorough analysis is required to turn responses into actionable insights. Look for patterns or recurrent themes that can point to systemic issues or winning features of your service offering.

Pay particular attention to any feedback related to the core banking operations, such as account management, loan processing, and client service experiences. This feedback should be pivotal in shaping future business strategies and policy adjustments.

Start With Banking Surveys Today with Checkbox

Checkbox survey with a customer feedback survey sample

In the dynamic world of banking and finance, understanding and adapting to changing customer needs and economic contexts is paramount. Checkbox is your ideal partner in this endeavor. A white-label survey platform tailored for the banking and financial sector, Checkbox equips you to launch timely, relevant client experience surveys via the most effective digital channels. Its seamless integration with your current customer communication systems enables automated outreach. This not only streamlines your efforts but grants you more time to focus on what you excel at – enhancing and marketing your banking services.

Why Choose Checkbox?

Here are a few compelling reasons to opt for Checkbox for your next bank customer satisfaction survey:

  • Automated Feedback Collection: Set triggers for survey dispatch based on key client actions, such as opening a new account, submitting a loan request, or interacting with customer support. This ensures timely and contextually relevant feedback collection.
  • Targeted Surveys: Design surveys with precise questions tailored to the experiences of your clients. This strategy garners actionable insights, driving up customer satisfaction levels.
  • Efficient Follow-Up: Respond to survey feedback proactively. Acknowledging and acting on your clients' input underlines your commitment to service excellence.
  • Trend Analysis: Regularly assess survey outcomes to identify improvement opportunities and benchmark successes. This informed approach allows you to refine your processes and offerings continuously.

For banking institutions aiming to amplify their service quality and expand their client base, banking surveys are invaluable. They not only facilitate direct feedback but also embody a commitment to ongoing enhancement and customer engagement. With Checkbox, crafting and executing effective bank customer satisfaction surveys becomes straightforward, enabling you to harness client feedback as a catalyst for exemplary service delivery.

Interested in revolutionizing your customer feedback process? Sign up for a free demo of the Checkbox platform today.

February 10, 2023
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