Customer Satisfaction Survey
Company Name
First name & last name
Title
E mail address
1. Please indicate your level of satisfaction with Citibank on below listed criteria.
        Service quality in line with customer expectations
        Customer care
        Value of our services relative to price
        Integrity
        Market knowledge
2. Overall, how satisfied are you with Citibank in comparison with other banks that you are working with?
3. What do you like most with Citibank?
4. In which area(s) do you believe we need the most improvement?
5. Would you recommend Citibank to other companies?
  If no, why?
6. Please indicate top three banks you are working with besides Citibank and the reason(s) why?
  (a)  (b)  (c) 
            Amount of credit offered
            Pricing
            Product features
            Service
            Location of Branch
            Other

If other, please specify
7. Please select the appropriate option for you about the below listed products.
         Cash (Check, funds transfer, etc.)
         Electronic Banking - CitiDirect
         Trade (Import/Export, L/C advising, etc.)
         FX
         Loans
         Leasing
         Investment Products
8. Please indicate your level of satisfaction with below listed products. Please leave blank spaces for the products you have not used.
         Cash (Check, funds transfer, etc.)
         Electronic Banking - CitiDirect
         Trade (Import/Export, L/C advising, etc.)
         FX
         Loans
         Leasing
         Investment products
9. Please indicate your level of satisfaction with our Sales Team according to the criteria below.
         Courtesy
         Ability to structure tailor made solutions
         Information given about the way Citibank operates
         Information given about Citibank products
         Instructions provided to you in regard to whom you should call
       in case of inquiries/problems
         Frequent call back and follow up
10. Please indicate your level of satisfaction with the service quality offered by CitiService or Branch Customer Service representatives according to the criteria below.
         Attitude shown while dealing with your problems
         Waiting time to reach a CitiService rep
         Clarity of the CitiService reps’ explanations
         Meet promised deadlines to resolve your inquiries/investigations, without you
       having to make follow-up calls
         The timeliness of transactions
         The accuracy of transactions
11. Please indicate your level of satisfaction with the credit evaluation process on below listed criteria.
         The timeliness of credit evaluation process
         Credit line
         Collateral evaluation
                Cash
                Import/Export documents
                Checks
                Real Estate
                Other

If other, please specify
12. If you are not satisfied of credit evaluation process, please explain
13. We will appreciate if you would like to add your recommendations and feedback regarding our services and products.

Thank you for completing Citibank Customer Satisfaction questionnaire
Please click on Submit button to send your answers.