Customer Satisfaction Survey Form
Mercantile Bank Limited

First of all, we would like to extend our heartiest gratitude towards you for being with Mercantile Bank Limited. To make our services better, we would request you to fill up this questionnaire. We appreciate your contribution in the journey of the Bank and want to make sure we meet your expectations.
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1. How long have you been associated with Mercantile Bank Limited (MBL)?
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2. Please indicate your age range
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3. Which specific accounts do you hold with Mercantile Bank Limited ?
4. Explain any bad experience you have related to MBL.
5. Which branch do you visit most often?
6. Have you used MBL Rainbow?
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If yes, how is your experience?
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7. Have you used MBL MyCash?
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If yes, how is your experience?
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8. Please indicate your level of agreement with the following statements, 5 - being strongly agree and 1- being strongly disagree, 6- N/A :
i) MBL officials was friendly & professional.
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ii) MBL officials made appropriate recommendations based on my needs.
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iii) MBL officials clearly explained services, rates and/or fees.
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iv) MBL officials was knowledgeable and available to answer my questions.
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v) The speed of loan approval was acceptable.
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vi) The time to handle transactions was acceptable.
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vii) Waiting time to speak with MBL officials was acceptable.
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viii) MBL officials showed appreciation for my business.
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ix) Digital banking options are easy to use and reliable.
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x) Service of MBL contact centre at 16225 was satisfactory.
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9. Please rate the quality of service offered by Mercantile Bank Limited.
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10. How likely are you to recommend Mercantile Bank to your friends and family? (0 – Not at all likely; 10 – Extremely likely)
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11. What areas do you feel the bank needs improvement?
12. Do you have any other comments you wish to share?
While not required, please consider including your contact information so we may respond to your feedback directly. If you would like to speak with someone directly, please call our Contact Center at 16225.
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