HDFC Questionnaire- Digital Services

DIGITALIZATION SURVEY FORM 1) Do you use NetBanking/MobileBanking/PhoneBanking? Yes

No

If no, please specify the reason Security Concern Lack of Awareness/access to Internet Don’t see any real value in having this type of account Others _____________________________________ __________________________________________________________________ _____________________________ 2) How often do you use digital banking services? Daily

Weekly

Fortnightly

Monthly

Once in a Month

3) Which online features do you use regularly? Please select them all. Transfer funds to other Accounts Download or view Account Statements Make Credit card payments Make bill payments View Loan details To create online FD/RD View Mutual funds Request cheque book/stop payments View Demat Account Others 4) What are the most important reasons you opted for NetBanking account? Convenience (24*7) To save time Safe & Secure Easy to Maintain banking Transactions Others _____________________________________ ________________________________________________________ ___________________ 5) What was the single most reason that you chose HDFC bank as your NetBanking option? Faster Services Brand Name of the bank Excellent service offered by the bank

Promotional offers Ease of use Variety of features & service that are offered I have a traditional account with bank 6) How would you rate the satisfaction on the following aspects of NetBanking?  Aspects of NetBanking

Excellent

Very Good

Good

Speed of logging onto NetBanking

Visual appearance of Netbanking

Ease of locating the transaction information on NetBanking Range of services offered on the NetBanking Level of security offered

Speed of transacting on NetBanking

7) What would encourage you to do more online banki ng? Simpler/Clear service Rewards Free Transactions Nothing, I already use NetBanking facility often. Others _____________________________________________________________

8) What are the main challenges (If Any) that you face in NetBanking? Overall difficulty of using NetBanking Lack of Assistance Security Concerns Limited Services (Doesn’t enable all banking operations)

Fair

Poor

Dependence on Internet Service Others ____________________________________________________________ 9) How would you rate your overall experience with HDFC NetBanking facility? Excellent Very Good Good Fair Poor 10) Which HDFC Bank apps are you familiar with? HDFC MobileBanking Payzapp Chillr HDFC Lite Site 11) Which of the following mobile banking features do you use most? Balance Enquiry Utility Bill payments Internal account transfer Credit card payments View account statement Transfer to other accounts Others ___________________________________________________________________________ 12) What would you think that HDFC bank can do to improve it ’s digital services in order to enhance customer service? _____________________________________________________________________________________________________ _____________________________________________________________________________________

Name Occupation

Gender  Age Contact No.

________________________________________________________________________________ Salaried

Self-employed

Student

Others

Male 25-30

Retired

Housewife

Female 31-36

37-42

43-50

50 & Above