QUESTIONAIRRE REGARDING CUSTOMER ENGAGEMENT

HDFC BANK

1) What type of account do you have with HDFC Bank?

 Saving Account
 Current Account
 Salary Account
 Other
2) Since how long are you having account with HDFC Bank?
 0 – 1 Years
 2- 3 Years
 4 – 5 Years
 5 Above
3) What is your average annual income?
 <50 K  10 – 15 Lakh
 50 K – 1 Lakh  15 – 25 Lakh
 1 -3 Lakh  25 – 50 Lakh
 3 – 5 Lakh  1 Crore and above
 5 – 7 Lakh  Not earning
 7 – 10 Lakh  Student
4) Do you know about all the online banking facilities provided by HDFC Bank?
 Yes
 No
5) What do you prefer?
 Online Banking
 Offline Banking
6) How frequently do you use Online Banking?
 Daily  Quarterly
 Weekly  Yearly
 Monthly  Never
7) If you use Online Banking, what product do you use?
 PayZapp  Phone banking
 Chillr  Net Banking
 Mobile Banking
8) If you do not use Online Banking what is the reason?
 Security  Network Issue
 Inconvenient  Other
 Don’t know how to operate
9) Why would you be willing to switch to online banking?
 Rewards  Free transactions
 Awareness about facilities  Others
 Security
 Simpler services
10) What do you think are the benefits of online banking over branch banking?
  Saves Time  Better quality of service
 Proximity Problem  Others
 Timings of Bank
11) How satisfied are you with the online services provided by HDFC Bank?
(1- Excellent, 2- Very good, 3- Good, 4- Average, 5- Bad, 6- Very Bad)

 1  2
 3  4
 5  6

Figure 1.1 – Type of Account

Figure 1.2 – Duration of Account
Figure 1.3 – Average Annual Account
Figure 1.4 – Knowledge of Online banking facilities
Figure 1.5 – Preference
Figure 1.6 – Frequency of use of Online banking
Figure 1.7 – Online banking products used
Figure 1.8 – Reasons to not use Online banking
Figure 1.9 – Willingness to switch to online banking
Figure 1.10 – Benefits of Online banking
Figure 1.11- Satisfaction level of customers