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    Analysis

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    9463684355
    The document contains survey results about customers' experiences with customer relationship management (CRM) services offered by banks. Some key findings: - 100% of respondents had faced a problem at a bank before - The most common time taken to solve a problem was 15-30 minutes (30%) - 100% of respondents were aware of CRM services - 60% of respondents had availed of CRM services before - The most dissatisfied group with CRM services was 35% who were "dissatisfied" - The bank most benefited from in terms of CRM programs was Punjab National Bank (35%) - The type of bank believed to provide better customer service was private banks (60%)

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    Analysis

    Uploaded by

    9463684355
    18 views11 pages
    The document contains survey results about customers' experiences with customer relationship management (CRM) services offered by banks. Some key findings: - 100% of respondents had faced a problem at a bank before - The most common time taken to solve a problem was 15-30 minutes (30%) - 100% of respondents were aware of CRM services - 60% of respondents had availed of CRM services before - The most dissatisfied group with CRM services was 35% who were "dissatisfied" - The bank most benefited from in terms of CRM programs was Punjab National Bank (35%) - The type of bank believed to provide better customer service was private banks (60%)

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    The document contains survey results about customers' experiences with customer relationship management (CRM) services offered by banks. Some key findings: - 100% of respondents had faced a problem at a bank before - The most common time taken to solve a problem was 15-30 minutes (30%) - 100% of respondents were aware of CRM services - 60% of respondents had availed of CRM services before - The most dissatisfied group with CRM services was 35% who were "dissatisfied" - The bank most benefited from in terms of CRM programs was Punjab National Bank (35%) - The type of bank believed to provide better customer service was private banks (60%)

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    18 views11 pages

    Analysis

    Uploaded by

    9463684355
    The document contains survey results about customers' experiences with customer relationship management (CRM) services offered by banks. Some key findings: - 100% of respondents had faced a problem at a bank before - The most common time taken to solve a problem was 15-30 minutes (30%) - 100% of respondents were aware of CRM services - 60% of respondents had availed of CRM services before - The most dissatisfied group with CRM services was 35% who were "dissatisfied" - The bank most benefited from in terms of CRM programs was Punjab National Bank (35%) - The type of bank believed to provide better customer service was private banks (60%)

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    5 Data analysis and interpretation

    5.1 Have you ever faced any problem in bank?

    Frequency Percentage
    Yes 100 100
    No 0 0

    Frequency
    Yes No

    100%
    5.2 How much time being taken to solve that problem?

    Duration Frequency Percentage


    Less than 15min 25 25
    15min - 30min 30 30
    30min to 1hr 20 20
    More than 1hr 25 25

    Frequency
    Less than 15min 15min - 30min 30min to 1hr More than 1hr
    25% 25%

    20%
    30%
    5.3 Do you know about CRM?
    Frequency Percentage
    Yes 100 100
    No 0 0

    Frequency
    Yes No

    100%
    5.4 Have you ever availed the CRM service in Banks?

    Frequency Percentage
    Yes 60 60
    No 40 40

    Frequency
    Yes No

    40%

    60%
    5.5 How much you are satisfied with the CRM services offered
    by the banks?
    Factors Frequency Percentage
    Strongly Satisfied 12 20
    Satisfied 18 30
    Neutral 6 10
    Dissatisfied 21 35
    Strongly Dissatisfied 3 5

    Percentage
    Strongly Satisfied Satisfied
    Neutral Dissatisfied
    Strongly Dissatisfied
    5%
    20%

    35%

    10% 30%
    5.6 From how many years you are availing the different
    services of the above mentioned banks?

    Duration Frequency Percentage


    Less than 1 Year 20 20
    Less than 2 years 10 10
    Less than 3 years 15 15
    Less than 4 Years 25 25
    More than 4 Years 30 30

    Frequency
    Less than 1 Year Less than 2 years
    Less than 3 years Less than 4 Years
    More than 4 Years
    30% 20%

    10%

    25% 15%
    5.7 In which of the banks you have get the benefits of CRM program?

    Banks Frequency Percentage


    State Bank of India 30 30
    HDFC Bank 20 20
    ICICI Bank 5 5
    Punjab National Bank 35 35
    Any Other Bank 5 5
    All Banks 5 5

    Frequency
    State Bank of India HDFC Bank ICICI Bank
    Punjab National Bank Any Other Bank All Banks

    5% 5%
    30%

    35%

    5% 20%
    5.8 What is your opinion which banks are better in providing the
    customer services?

    Banks Frequency Percentage


    Public 25 25
    Private 60 60
    No one 15 15

    Frequency
    Public Private No one

    15% 25%

    60%
    5.9
    5.10 How many services under CRM you are availing from banks?

    No. of services Frequency Percentage


    1 service 6 10
    2 service 12 20
    More than 2 service 21 35
    More than 4 service 21 35

    Percentage
    1 service 2 service
    More than 2 service More than 4 service

    10%
    35%
    20%

    35%
    5.11 Out of the services of CRM which service you are availing from
    banks?
    Service Frequency percentage
    Relevant information
    Information Updates
    Personalized Application
    Security
    Customer Smart Cards
    Customer Dealing
    ATM
    Data Warehousing & Data
    Mining

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