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DIGITALIZATION SURVEY FORM

1) Do you use NetBanking/MobileBanking/PhoneBanking?


Yes

No

If no, please specify the reason

Security Concern
Lack of Awareness/access to Internet
Dont see any real value in having this type of account
Others __________________________________________________________________

2) How often do you use digital banking services?


Daily

Weekly

Fortnightly

Monthly

Once in a Month

3) Which online features do you use regularly? Please select them all.

Transfer funds to other Accounts


Download or view Account Statements
Make Credit card payments
Make bill payments
View Loan details
To create online FD/RD
View Mutual funds
Request cheque book/stop payments
View Demat Account

Others
4) What are the most important reasons you opted for NetBanking account?

Convenience (24*7)
To save time
Safe & Secure
Easy to Maintain banking Transactions
Others ________________________________________________________

5) What was the single most reason that you chose HDFC bank as your NetBanking
option?

Faster Services
Brand Name of the bank
Excellent service offered by the bank

Promotional offers
Ease of use
Variety of features & service that are offered
I have a traditional account with bank

6) How would you rate the satisfaction on the following aspects of NetBanking?
Aspects of NetBanking

Excellent

Very Good

Good

Speed of logging onto NetBanking

Visual appearance of Netbanking

Ease of locating the transaction


information on NetBanking
Range of services offered on the
NetBanking
Level of security offered

Speed of transacting on NetBanking

7) What would encourage you to do more online banking?

Simpler/Clear service
Rewards
Free Transactions
Nothing, I already use NetBanking facility often.
Others _____________________________________________________________

8) What are the main challenges (If Any) that you face in NetBanking?

Overall difficulty of using NetBanking


Lack of Assistance
Security Concerns
Limited Services (Doesnt enable all banking operations)

Fair

Poor

Dependence on Internet Service


Others ____________________________________________________________

9) How would you rate your overall experience with HDFC NetBanking facility?
Excellent
Very Good
Good
Fair
Poor
10) Which HDFC Bank apps are you familiar with?

HDFC MobileBanking
Payzapp
Chillr
HDFC Lite Site

11) Which of the following mobile banking features do you use most?

Balance Enquiry
Utility Bill payments
Internal account transfer
Credit card payments
View account statement
Transfer to other accounts
Others ___________________________________________________________________________

12) What would you think that HDFC bank can do to improve its digital services in order to
enhance customer service?
_____________________________________________________________________________________________________
_____________________________________________________________________________________
Name
Occupation

Gender
Age
Contact No.

________________________________________________________________________________
Salaried

Self-employed

Student

Others

Male

Female

25-30

31-36

37-42

Retired

43-50

Housewife

50 & Above

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