Republic of the Philippines

SOUITHERN LEYTE STATE UNIVERSITY

COLLEGE OF BUSINESS AND MANAGEMENT
San Isidro, Tomas Oppus, Southern Leyte

QUESTIONNAIRE

“Customer Relationship Management of Financial Institutions in Sogod, Southern

Leyte.”

Dear Respondents,

Please fill the questionnaire given below fairly enough so that it can really help in
academic research on CRM of financial Institution. You are kindly requested to express
your free and frank opinion with regard to the worthiness of each statement. It would be
very kind of you to spare your precious time for the same.

You are chosen as one of the respondents because the researcher believes that you
can contribute to the success of the study. Your cooperation is highly appreciated. Rest
assured that your responses will be held with utmost confidentiality.

The Researchers

Part I: Profile of the Financial Institution

Number of employees: __________

Type of Business: __________

Years of Operation: __________

 Questionnaire

Part II. Customer Management Practices Employed by Financial Institutions.

Please don’t leave any blanks in the space provided.

INSTRUCTION:

Below are Customer Relationship Management Practices that maybe employed by

the financial institutions. Kindly tick () Yes if these statements are employed by this
financial institution. Otherwise, tick () No.

Statements YES NO

CUSTOMERS PROSPECTING

1.

2.

3.

4.

5.

RELATION WITH CUSTOMERS

1. Resolving customer’s issue in timely manners.

2. Acknowledging customers feedback.

3. The banks have procedures of handling customers complaints

within the shortest possible time.

4. The management is never too busy to respond to the customer’s

request.

5. Customers are treated with respect.

INTERACTIVE MANAGEMENT
 1.

2.

3. Customers are well informed about the rules and

regulations of the management.

4.

5.

UNDERSTANDING CUSTOMERS EXPECTATION

1.

2.

3. Staffs are well trained in customer care and exceed

customer expectations.

4.

5.

EMPOWERMENT

1.

2.

3.

4.

5.

PARTNERSHIPS

1.

3.

4.
PERSONALIZATION

1.

2.

3.

4.

5.
 Republic of the Philippines
SOUITHERN LEYTE STATE UNIVERSITY
COLLEGE OF BUSINESS AND MANAGEMENT
San Isidro, Tomas Oppus, Southern Leyte

QUESTIONNAIRE

“Customer Relationship Management of Financial Institutions in Sogod, Southern

Leyte.”

Dear Respondents,

Please fill the questionnaire given below fairly enough so that it can really help in
academic research on CRM of financial Institution. You are kindly requested to express
your free and frank opinion with regard to the worthiness of each statement. It would be
very kind of you to spare your precious time for the same.

You are chosen as one of the respondents because the researcher believes that you
can contribute to the success of the study. Your cooperation is highly appreciated. Rest
assured that your responses will be held with utmost confidentiality.

The Researchers

Part I: Personal Profile of the Customer

Age: Gender: Male□ Female □ Monthly

Net Income: __________

Status: Occupation: __________

Single □ Married □ Separated □ Widower□

Part II. Customer Management Practices Employed by Financial Institutions.

Please don’t leave any blanks in the space provided.

INSTRUCTION:

Below are Customer Relationship Management Practices that maybe employed by

the financial institutions. Kindly tick () Yes if these statements are employed by this
financial institution. Otherwise, tick () No.

Statements YES NO

CUSTOMERS PROSPECTING

6.

7.

8.

9.

10.

RELATION WITH CUSTOMERS

6. Resolving customer’s issue in timely manners.

7. Acknowledging customers feedback.

8. The banks have procedures of handling customers complaints

within the shortest possible time.

9. The management is never too busy to respond to the customer’s

request.

10. Customers are treated with respect.

INTERACTIVE MANAGEMENT

6.

7.
 8. Customers are well informed about the rules and
regulations of the management.

9.

10.

UNDERSTANDING CUSTOMERS EXPECTATION

5.

6.

7. Staffs are well trained in customer care and exceed

customer expectations.

8.

5.

EMPOWERMENT

4.

5.

6.

4.

5.

PARTNERSHIPS

1.

3.

4.

PERSONALIZATION

4.
5.

6.

4.

5.
Part III. Determine the area of effectiveness of these practices as perceived by the
clients.

Please don’t leave any blanks in the space provided.

INSTRUCTIONS:

Please tick () the appropriate response that applies to the questions below.
1. Very Ineffective
2. Ineffective
3. Effective
4. Very Effective

Statements 4 3 2 1
Very Very
Effective Effective Ineffective Ineffective

CUSTOMERS PROSPECTING

RELATION WITH CUSTOMERS

Resolving customer’s issue in timely

manners.

Acknowledging customers feedback.

handling customers complaints within the

shortest possible time.
The management is never too busy to respond
to the customer’s request.

Customers are treated with respect.

INTERACTIVE MANAGEMENT

11.

12.

13. Customers are well informed about

the rules and regulations of the
management.

14.

15.

UNDERSTANDING CUSTOMERS
EXPECTATION

9.

10.

11. Staffs are well trained in customer

care and exceed customer
expectations.

12.

5.

EMPOWERMENT

7.

8.

9.

4.

5.
PARTNERSHIPS

1.

3.

4.

PERSONALIZATION

7.

8.

9.

4.

5.