By Industry
Bank Customer Satisfaction
Customers rarely switch banks over a single event: it is usually an accumulation of small frustrations with the app, the fees or the advice. This template covers the main touchpoints of the banking relationship so you can see which ones build trust and which wear it down.
15 questions
When to use this template
- Once a year with active customers, to track how the relationship changes over time.
- After a key moment such as opening an account, taking a loan or changing adviser.
- When customers close accounts or reduce their activity and you want to understand the reasons.
Questions to ask
Everyday banking
- 01How do you usually manage your accounts day to day: app, website, branch or phone?
- 02How easy is it to do what you need in the app or online?
- 03Have you hit a problem recently, such as a blocked card or a failed payment, and how was it handled?
Branch and phone contact
- 04When you last contacted us, was it easy to reach someone?
- 05Did the person you spoke with understand your situation and resolve it?
- 06Did you have to repeat your story to several people?
Advice and products
- 07Has your adviser understood your goals, such as saving, buying a home or running a business?
- 08Were products explained to you in a way that you could easily follow?
- 09Do you feel we proposed what suited you, rather than what we wanted to sell?
Fees and transparency
- 10How clear are the fees and charges on your accounts?
- 11Have you ever been surprised by a charge?
- 12How do our conditions compare with what you know of other banks?
Trust and loyalty
- 13What do you value most about banking with us?
- 14What is the one thing you would change first?
- 15How likely are you to recommend us to friends or family, and why?
Tips for a useful conversation
- Reassure customers that you are not asking for any account details and that the conversation is about their experience.
- Ask about a recent contact rather than the bank in general, so answers are concrete.
- Listen for repeated explanations: they are a sign of poor handover between channels.
- Report results by touchpoint (app, branch, phone, advice) so each team knows what it owns.
Mistakes to avoid
- Mixing the survey with a sales offer for a new product.
- Asking only satisfied, long-standing customers.
- Using jargon that customers do not use themselves.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.