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Your opinion matters
Help us to provide you with world class service
Which age group describes you?
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18-24
25-30
31-35
36-40
41-50
51-60
61+
What is your current employment category?
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Civil/Public Servant
Private Sector Employee
Self-Employed
Artisan/Technician
Undergraduate Student
Postgraduate Student
Retired
Unemployed
Other
Where did you find information on applying for a debit card?
Select all that apply
Ecobank Branch
Ecobank Website (live chat)
Social Media
TV/radio
Internet blogs/websites
Family/Friends/Colleagues
Other
How did you apply for a debit card?
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Branch
Ecobank Website (live chat)
Relationship Manager
Mobile App (live chat)
Social Media
Xpress Agent
Contact Centre
USSD
How long did it take before you received your debit card?
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Immediately
Within a few minutes
Within a few hours
The next day
A few days later
A week later
A month later
Over a month later
I have not received my debit card
How soon were you able to transact after receiving your debit card?
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Immediately
Within a few minutes
Within a few hours
The next day
A few days later
A week later
A month later
Over a month later
I am unable to transact
On a scale of 1-10, 1 being the lowest and 10 being the highest, how satisfied are you with the following aspects of our Customer Experience?
Clear and easy-to-understand instructions, steps and requirements
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Available debit card types (.e.g. Visa, customized cards) that match your specific needs and objectives
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Amount of information and documents required to apply for a new debit card (.e.g. proof of identity documents)
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Time taken to complete the application
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Time taken to receive your debit card
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Ease and speed of card activation for transactions
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Timely and accurate information provided by the Bank on your debit card
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Transparent terms and conditions (.e.g. card limits)
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Quality of service, professionalism and friendliness you received from Ecobank staff
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Effective and timely resolution of any complaints or issues you encountered
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Based on your experience in applying for a debit card, how likely are you to recommend Ecobank to others? (On a scale of 1-10)
Very unlikely
Very likely
1
2
3
4
5
6
7
8
9
10
What is the primary reason for your score?
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Ecobank Customer Experience