Customer Satisfaction Survey

Client Privacy

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Do you feel adequately informed about how HBZ Bank Ltd. collects, stores, and processes your personal information in line with Protection of Personal Information Act (POPIA) requirements?

Yes
No
Unsure

How confident are you that HBZ Bank Ltd. handles your information responsibly and in compliance with Protection of Personal Information Act (POPIA)?

Very Confident
Somewhat Confident
Not Very Confident
Not at All Confident

Digitalisation & Innovation

What is your preferred channel for funds transfer? (Select all that apply)

How satisfied are you with the user experience of the following services from 1 (Very Dissatisfied) to 5 (Very Satisfied)?

	Very Satisfied	Satisfied	Partially Satisfied	Dissatisfied	Very Dissatisfied
Internet Banking	Very SatisfiedInternet Banking Very Satisfied	SatisfiedInternet Banking Satisfied	Partially SatisfiedInternet Banking Partially Satisfied	DissatisfiedInternet Banking Dissatisfied	Very DissatisfiedInternet Banking Very Dissatisfied
Mobile App	Very SatisfiedMobile App Very Satisfied	SatisfiedMobile App Satisfied	Partially SatisfiedMobile App Partially Satisfied	DissatisfiedMobile App Dissatisfied	Very DissatisfiedMobile App Very Dissatisfied
PayShap	Very SatisfiedPayShap Very Satisfied	SatisfiedPayShap Satisfied	Partially SatisfiedPayShap Partially Satisfied	DissatisfiedPayShap Dissatisfied	Very DissatisfiedPayShap Very Dissatisfied
RTC	Very SatisfiedRTC Very Satisfied	SatisfiedRTC Satisfied	Partially SatisfiedRTC Partially Satisfied	DissatisfiedRTC Dissatisfied	Very DissatisfiedRTC Very Dissatisfied
IVR (Interactive Voice Recording)	Very SatisfiedIVR (Interactive Voice Recording) Very Satisfied	SatisfiedIVR (Interactive Voice Recording) Satisfied	Partially SatisfiedIVR (Interactive Voice Recording) Partially Satisfied	DissatisfiedIVR (Interactive Voice Recording) Dissatisfied	Very DissatisfiedIVR (Interactive Voice Recording) Very Dissatisfied

Operational Resilience & Continuity

Have you experienced any issues with the Bank's digital services in the past 1 month?

Products, Services & Financial Investments

Please rate the following statements:

	Very Satisfied	Satisfied	Partially Satisfied	Dissatisfied	Very Dissatisfied
The onboarding process was smooth & efficient	Very SatisfiedThe onboarding process was smooth & efficient Very Satisfied	SatisfiedThe onboarding process was smooth & efficient Satisfied	Partially SatisfiedThe onboarding process was smooth & efficient Partially Satisfied	DissatisfiedThe onboarding process was smooth & efficient Dissatisfied	Very DissatisfiedThe onboarding process was smooth & efficient Very Dissatisfied
Banking products meet my business needs	Very SatisfiedBanking products meet my business needs Very Satisfied	SatisfiedBanking products meet my business needs Satisfied	Partially SatisfiedBanking products meet my business needs Partially Satisfied	DissatisfiedBanking products meet my business needs Dissatisfied	Very DissatisfiedBanking products meet my business needs Very Dissatisfied
Customer service is responsive & helpful	Very SatisfiedCustomer service is responsive & helpful Very Satisfied	SatisfiedCustomer service is responsive & helpful Satisfied	Partially SatisfiedCustomer service is responsive & helpful Partially Satisfied	DissatisfiedCustomer service is responsive & helpful Dissatisfied	Very DissatisfiedCustomer service is responsive & helpful Very Dissatisfied
Relationship managers understand my business	Very SatisfiedRelationship managers understand my business Very Satisfied	SatisfiedRelationship managers understand my business Satisfied	Partially SatisfiedRelationship managers understand my business Partially Satisfied	DissatisfiedRelationship managers understand my business Dissatisfied	Very DissatisfiedRelationship managers understand my business Very Dissatisfied
Transactions are executed as per my requirements	Very SatisfiedTransactions are executed as per my requirements Very Satisfied	SatisfiedTransactions are executed as per my requirements Satisfied	Partially SatisfiedTransactions are executed as per my requirements Partially Satisfied	DissatisfiedTransactions are executed as per my requirements Dissatisfied	Very DissatisfiedTransactions are executed as per my requirements Very Dissatisfied

Are you currently using any of our Islamic Banking products?

Yes
No
Not aware that such products are offered

Please rate the following aspects of our Islamic Banking services:

	Very Satisfied	Satisfied	Partially Satisfied	Dissatisfied	Very Dissatisfied
Product offerings meet Shariah compliance expectations	Very SatisfiedProduct offerings meet Shariah compliance expectations Very Satisfied	SatisfiedProduct offerings meet Shariah compliance expectations Satisfied	Partially SatisfiedProduct offerings meet Shariah compliance expectations Partially Satisfied	DissatisfiedProduct offerings meet Shariah compliance expectations Dissatisfied	Very DissatisfiedProduct offerings meet Shariah compliance expectations Very Dissatisfied
Terms & documentation are clear & transparent	Very SatisfiedTerms & documentation are clear & transparent Very Satisfied	SatisfiedTerms & documentation are clear & transparent Satisfied	Partially SatisfiedTerms & documentation are clear & transparent Partially Satisfied	DissatisfiedTerms & documentation are clear & transparent Dissatisfied	Very DissatisfiedTerms & documentation are clear & transparent Very Dissatisfied
HBZ Bank Ltd’s Islamic products meet my banking needs	Very SatisfiedHBZ Bank Ltd’s Islamic products meet my banking needs Very Satisfied	SatisfiedHBZ Bank Ltd’s Islamic products meet my banking needs Satisfied	Partially SatisfiedHBZ Bank Ltd’s Islamic products meet my banking needs Partially Satisfied	DissatisfiedHBZ Bank Ltd’s Islamic products meet my banking needs Dissatisfied	Very DissatisfiedHBZ Bank Ltd’s Islamic products meet my banking needs Very Dissatisfied
The HBZ Islamic Banking team is knowledgeable & supportive	Very SatisfiedThe HBZ Islamic Banking team is knowledgeable & supportive Very Satisfied	SatisfiedThe HBZ Islamic Banking team is knowledgeable & supportive Satisfied	Partially SatisfiedThe HBZ Islamic Banking team is knowledgeable & supportive Partially Satisfied	DissatisfiedThe HBZ Islamic Banking team is knowledgeable & supportive Dissatisfied	Very DissatisfiedThe HBZ Islamic Banking team is knowledgeable & supportive Very Dissatisfied
HBZ Bank Ltd’s Islamic Banking services are available & accessible	Very SatisfiedHBZ Bank Ltd’s Islamic Banking services are available & accessible Very Satisfied	SatisfiedHBZ Bank Ltd’s Islamic Banking services are available & accessible Satisfied	Partially SatisfiedHBZ Bank Ltd’s Islamic Banking services are available & accessible Partially Satisfied	DissatisfiedHBZ Bank Ltd’s Islamic Banking services are available & accessible Dissatisfied	Very DissatisfiedHBZ Bank Ltd’s Islamic Banking services are available & accessible Very Dissatisfied