Managing Financial Institutions

Questionnaire
Axis Bank Calicut Branch

1. What are the major products and services from Axis bank which differentiate it from the
competitors?
2. Who are the main customers of the bank?
3. In which area the bank is giving more important Personal banking, Retail banking or
corporate banking.
4.

From whom the bank is facing more competition?

a)Private Banks b)Government Banks c)NBFCs d)Money Lenders e)Others

5. What according to you the main reasons why customers are attracted to the competitors
a) Lack of awareness b)Service quality c)variety of product d)ease of access e) Lack of
confidence f)Others
6. What is the different strategies used by the bank to attract customers from other banks
7. In private banks from whom you are facing high competition and why?
8. What all are the main problems you face in delivering quality service to the customers?
9. How your bank is promoting customers to use the various online and other facilities
(ATM, CDM) offered by the bank?
10. Frequency of customers using the following e-banking products/services offered by the
bank?
Very
High

High

Moderate

Low

Very
Low

ATM
Mobile banking
CDM
Internet banking
11. What all strategies you use to attract rural customers to you branch ( Something like the
bank is using in Gujarat and Hariyana)

12. How the bank is doing segmentation of the customers and whether it helps to provide
better service to the customers?
13. What all type of loans is the customers mainly ask about?
14. Does the bank have any suggested guidelines for sanction loans and how the decision
varies with different kind of customers?
15. What all are the formalities customers required to complete to get a loan
16. What are the collection procedures adopted by the bank?
17. Is there any security measure in place, used to avoid choosing bad loan applicants?
18. Is your bank providing educational loans and how its procedure differs from other loans?
19. What are the risks and challenges that the bank currently faces in terms of products and
customers?
20. Does the bank have any specific risk mechanism to control risk?
21. Do you periodically review the risk strategy?
22. Are all the strategies and policies regarding risk were properly communicated and well
known by all employees?
23. Do you have any separate risk initiatives in your branch level other than those suggested
from the main office?
24. Do you have any auditing mechanisms at branch level to ensure risk control?
25. How effective is the Know Your Customer norms adopted by the bank?
26. Is it easy for you to communicate to the customers the importance of Know Your
Customers documentation?
27. Have you ever faced any difficulties in establishing these norms with the customers?
28. What are the difficulties that the bank faces in attracting new customers?
29. What all are the reasons according to you, Why the customers still prefer public sector
banks?
30. Do you think that the new initiative Jan Dhan Yogana will help the branch to attract more
rural customers?
31. What all are the main implementation problems that the bank is going to face in this
schemes and opportunities?
32. Does the change in banking regulations and policies effect you bank?
33. What is your opinion on the Basel III guidelines?
34. Do you think it is essential for banks without global presence?
35. Do you think it will affect the profitability and ROE of your bank?
36. Do you have any systems to check illegal activities like money laundering?

37. As a private sector bank do you have any pressure related to target volume or customers?

Submitted By
Jithin Prabha P
Rakesh K
Samah K P
Neethu C