Bank and credit union customer experience survey template
Branch, app and phone experience: wait time, clarity, trust, problem resolution and recommendation.
4 questions · about 2 minutes to complete · free on every plan
Free account required. The template is copied into your workspace; edit anything before publishing.
- When to use it
- After a branch visit, call or app transaction.
- Who it is for
- Banking customers.
How to use this template
- Ask about trust and clarity of explanation, not only speed.
- Send it after the claim, application or appointment closes; response rates and recall both fall the longer you wait.
- Read open-text answers from the lowest scorers first; they explain the numbers.
Questions in the bank and credit union customer experience template
1. How did you interact with us?
single choice · Branch, Phone, Mobile app, Online banking
2. Please rate your agreement:
matrix · My question was answered clearly, I was treated with respect, It was resolved in a reasonable time, I trust the advice I was given, Fees and terms were explained clearly
3. How likely are you to recommend us?
nps
4. What could we do better?
open text
What the results look like
IllustrativeSynthetic sample of 120 responses generated for this preview, not real survey data. Your results page shows the same charts for your own responses.
1.How did you interact with us?
120 answered| Answer | Count | Percent |
|---|---|---|
| Branch | 30 | 25% |
| Phone | 48 | 40% |
| Mobile app | 27 | 23% |
| Online banking | 15 | 13% |
2.Please rate your agreement:
120 answered| Statement | Strongly disagree | Disagree | Neutral | Agree | Strongly agree | n |
|---|---|---|---|---|---|---|
| My question was answered clearly | 5% | 13% | 18% | 30% | 35% | 120 |
| I was treated with respect | 4% | 11% | 11% | 30% | 44% | 120 |
| It was resolved in a reasonable time | 7% | 15% | 16% | 25% | 38% | 120 |
| I trust the advice I was given | 7% | 15% | 20% | 25% | 33% | 120 |
| Fees and terms were explained clearly | 10% | 12% | 16% | 25% | 38% | 120 |
3.How likely are you to recommend us?
120 answered| Answer | Count | Percent |
|---|---|---|
| 0 | 5 | 4% |
| 1 | 4 | 3% |
| 2 | 7 | 6% |
| 3 | 8 | 7% |
| 4 | 14 | 12% |
| 5 | 4 | 3% |
| 6 | 11 | 9% |
| 7 | 10 | 8% |
| 8 | 23 | 19% |
| 9 | 13 | 11% |
| 10 | 21 | 18% |
How to read these questions
- single choice: Read the share choosing each option, then cross-tab by a segment question to see who differs.
- matrix: Compare rows on the same column (for example, % agree) to find the weakest statement, then look at who rates it lowest.
- nps: NPS = % promoters (9–10) − % detractors (0–6). Check the margin of error before calling a change between two periods.
Frequently asked questions
What matters most in a financial services survey?
Trust, clarity of explanation, fairness, time to resolve, and whether the customer felt in control.
How long does the bank and credit union customer experience survey take to complete?
About 2 minutes: 4 questions, most of them single-tap. Every question can be edited, removed or reordered in the builder before you publish.
Is this template free to use?
Yes. Every template is included on the Free plan. Sign up, click Use this template, and it is copied into your workspace where you can edit it, add your logo and share it by link, email or embed.
Related templates
- Insurance claim experienceEase of filing, communication, fairness, speed and outcome satisfaction after a claim closes.
- Financial advisor client reviewUnderstanding of goals, clarity of advice, communication frequency, fees transparency and confidence.
- Restaurant dining feedbackFood, service, ambience, value and wait time after a visit, via a QR code on the bill. Under a minute to answer.
- Food delivery feedbackOrder accuracy, temperature, packaging, delivery time and app experience for takeaway and delivery orders.