Customer Satisfaction and Website Experience Usability Survey at US Bank

Review of: Customer Satisfaction Website Usability Survey
Customer Satisfaction Survey | Website Usability:
Pete Abilla

Reviewed by:
Rating:
5
On September 11, 2012
Last modified:September 8, 2012

Summary:

Here's a great example of a well-designed survey on the usability of a website. Notice how the questions are very specific on the usability sections of the survey.

Nothing drives me crazier than a website that doesn’t work. Okay, that was dramatic – it’s one of the things that drives me crazy – among many. Seriously, in this day and age, we have a basic expectation of how a website should function,the pageload of the website, and the basics of human-computer interaction. As we begin using a website, our past experience comes into play. This is called a cognitive apparatus – it’s what colors our expectation and our experience. And, when that expectation is not met, we become dissatisfied customers and clear Detractors in the NPS Verbatim.

Which is why I found this survey from US Bank interesting and refreshing. The survey’s aim was to learn about my experience while banking online on the US Bank’s website. While banking, I was randomly invited to partake in a customer satisfaction or website experience survey.

Below is the survey, followed by the exact questions I was asked in the survey.

website usability survey 1

website usability survey 1

website usability survey 1

website usability survey 1

website usability survey 1

website usability survey 1

website usability survey 1

Website Satisfaction Survey

Below are the actual questions; I think these are great questions that might be helpful as you incorporate surveys into your customer experience program.

  1. Please rate how well usbank.com is organized.
  2. Please rate the options available for navigating usbank.com.
  3. Please rate how quickly pages load on usbank.com.
  4. Please rate the consistency of speed from page to page on usbank.com.
  5. Please rate your perception of the accuracy of information on usbank.com.
  6. Please rate the quality of information on usbank.com.
  7. What is your overall satisfaction with usbank.com?
  8. How well does usbank.com meet your expectations?
  9. How does usbank.com compare to your idea of an ideal Web site?
  10. How likely are you to return to usbank.com?
  11. How likely are you to recommend usbank.com to someone else?
  12. How likely are you to use this site as your primary resource for gathering information about US Bank products or your US Bank accounts (as opposed to calling a call center or visiting a branch)?
  13. How likely are you to open an account or additional accounts at US Bank after having visited this site today?
  14. How likely are you to utilize additional products and services offered by US Bank in the future?
  15. Are you a current customer of US Bank?
  16. Which of the following best describes your primary role in visiting our Web site today?
  17. Which of the following best describes your PRIMARY reason for visiting US Bank today?
  • Apply for a Loan
  • Apply for a Credit Card
  • Find a Branch or ATM Location
  • Research Rates
  • Learn More about Products and Services
  • Enroll in Online Banking
  • Open an account online (i.e. checking, savings, CD etc)
  • Mobile Banking
  • Log in to my US Bank account (check balances/statements, pay bills, account maintenance, etc.)
  • Enroll in Bill Pay
  • Other, please specify
  1. When you are choosing financial products and services, which factor is most important to you?
  • Interest rates
  • Bill Pay
  • Online banking
  • Telephone banking
  • Company reputation (for example: strength and stability of the organization)
  • ATM locations
  • Branch locations
  • Security
  • Rewards
  • Breadth of services available
  • Cost of services
  • Customer service
  • Mobile Banking
  • Other (Please specify)
  1. How helpful was the US Bank homepage in helping you to find what you are looking for?
  2. Were you able to accomplish your goal during your visit to the site?
  3. How frequently do you visit US Bank.com?
  4. Did you use the Search tool during your visit to the site today?
  5. How did you navigate usbank.com? Please select the method that you used most often during your visit.
  6. As you navigated the Web site today to find your information, what type of difficulty, if any, did you encounter? (check all that apply)
  • I did not encounter any navigation issues
  • Too many pages to click through to find information
  • Too many links to choose from
  • Links did not take me where I expected
  • Link labels were difficult to understand
  • Search tool was not helpful
  • Technical difficulties (e.g. broken links, error messages)
  • Other (Please specify)
  1. Which of the following sources drove you to visit the site today? Please rank the top 3 (Rank 1 is most important).
  2. If you heard about this Web site from a social network, please specify the site (i.e. Facebook, Twitter)
  3. What is your gender?
  4. Please indicate your age category.
  5. What is your yearly household income?
  6. Was there any aspect of your visit that stands out most in your mind?
  7. If you could suggest one improvement for our Web site, what would that improvement be?
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