Customer Satisfaction Survey

Dear customer, the main purpose of the survey is to obtain your feedback to help us understand your preferences about a particular service and to understand your satisfaction level.

Please take a moment to answer this customer survey about general customer service offered at our Customer Contact Centre and our Branches. All questions are optional.

* Denotes a required field

Section 1: Please select only one answer for each of the following:

Are you an existing BSP customer? *

Are you an existing BSP customer? *

How often do you contact BSP Customer Contact Centre for assistance? *

How often do you contact BSP Customer Contact Centre for assistance? *

How often do you visit BSP branches for assistance? *

How often do you visit BSP branches for assistance? *

How would you rate each of the following customer services?
Customer service at Customer Contact Centre *

Customer service at Customer Contact Centre *

Customer service at the Branch *

Customer service at the Branch *

The time you spent waiting in the queue for your enquiry to be resolved at Customer Contact Centre *

The time you spent waiting in the queue for your enquiry to be resolved at Customer Contact Centre *

The time you spent waiting in the queue for your enquiry to be resolved at the branch *

The time you spent waiting in the queue for your enquiry to be resolved at the branch *

Friendliness & Helpfulness by Customer Contact Centre agent *

Friendliness & Helpfulness by Customer Contact Centre agent *

Friendliness & Helpfulness by branch Staff *

Friendliness & Helpfulness by branch Staff *

Customer Contact Centre agent act in a professional way to handle my enquiry *

Customer Contact Centre agent act in a professional way to handle my enquiry *

Branch staff act in a professional way to handle my enquiry *

Branch staff act in a professional way to handle my enquiry *

Level of quality displayed by customer service agent at Customer Contact Centre *

Level of quality displayed by customer service agent at Customer Contact Centre *

Level of quality displayed by customer service officer at the branch *

Level of quality displayed by customer service officer at the branch *

Customer Service agent at Customer Contact Centre is available when I need help  *

Customer Service agent at Customer Contact Centre is available when I need help  *

Customer Service officer at the branch is available when I need help *

Customer Service officer at the branch is available when I need help *

Customer Contact Centre agent clearly explain to me with BSP products and services *

Customer Contact Centre agent clearly explain to me with BSP products and services *

Branch officer clearly explain to me with BSP products and services  *

Branch officer clearly explain to me with BSP products and services  *

How did you experience the level of communication with the customer service agent *

How did you experience the level of communication with the customer service agent *

How did you experience the level of communication with the branch officer *

How did you experience the level of communication with the branch officer *

How satisfied are you with your issues and complaints handled by customer service agent *

How satisfied are you with your issues and complaints handled by customer service agent *

How satisfied are you with your issues and complaints handled by branch officer *

How satisfied are you with your issues and complaints handled by branch officer *

Did the Customer Contact Centre agent making an effort to understand your circumstances

Did the Customer Contact Centre agent making an effort to understand your circumstances

Did the branch officer making an effort to understand your circumstances

Did the branch officer making an effort to understand your circumstances

How satisfied are you with the turnaround time at Customer Contact Centre *

How satisfied are you with the turnaround time at Customer Contact Centre *

How satisfied are you with the turnaround time at the branch *

How satisfied are you with the turnaround time at the branch *

Is the decision making to my enquiry meeting my expectation at Customer Contact Centre *

Is the decision making to my enquiry meeting my expectation at Customer Contact Centre *

Is the decision making to my enquiry meeting my expectation at the branch *

Is the decision making to my enquiry meeting my expectation at the branch *

Overall, how would you rate the customer service at Customer Contact Centre *

Overall, how would you rate the customer service at Customer Contact Centre *

Overall, how would you rate the customer service at the branch *

Overall, how would you rate the customer service at the branch *

How important is each of the following customer services to you?
Account enquiry *

Account enquiry *

Loan balance enquiry *

Loan balance enquiry *

Loan enquiry  *

Loan enquiry  *

Account deposit confirmation  *

Account deposit confirmation  *

Kundu and Visa debit cards enquiry *

Kundu and Visa debit cards enquiry *

Internet banking enquiry  *

Internet banking enquiry  *

Mobile banking enquiry  *

Mobile banking enquiry  *

ATM Enquiry *

ATM Enquiry *

Telegraphic Transfer enquiry *

Telegraphic Transfer enquiry *

Overall, how important is the customer service to you?  *

Overall, how important is the customer service to you?  *

Section 2: We value your opinions. Please answer the following questions:

Section 3: Customer contact details. Please fill out the following details:

Thank you for your time! All your information provided will be treated as confidential. If you have questions about this survey or about the service, please contact us at customerfeedback@bsp.com.pg