Reserve Bank of India decided to conduct a customer satisfaction survey that to check whether the customers were satisfied with the services which were provided by their required banks.
The choice before the customers have some of the options like strongly agree, agree, neutral, disagree, strongly disagree. These survey was provided to almost of total 20,000 respondents from 21 states including Uttar Pradesh, Maharashtra, West Bengal, Tamilnadu, Bihar, Karnataka.
This survey includes of about 22 questions. These survey also includes a set of 4 Question which were prepared separately for assessing customers service which the customers were about to merged with other banks in the year of 2019 & 2020.
Among Public Sector banks, Dena banks and Vijayawada bank were merged with Bank of Baroda, Syndicate Bank with Canara Bank, Allahabad Bank with India Bank. And the questions were related as “I faced problem in the following products / services/ areas and The nature of problem I faced in the products, services, areas.
The RBI will provide the contact numbers of the customers if banks branches which were from 21 states. The selected agency will have to complete the survey and they have to submit the report to the RBI by June 22,2021.These questions were framed to capture customers experience from their banks.