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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
What type(s) of funds transfer did you frequently perform on the mobile app in the last month? (select all that apply)
Select all that apply
Local Transfer
Regional Transfer Across Africa
International Transfer Across the World
Other
Are you able to transfer money successfully through the mobile app?
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Always
Often
Sometimes
Rarely
Never
On average, how long does it take for you to complete your funds transfer?
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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 complete my transaction
On average, how long does it take for you to receive a transaction confirmation alert?
Click to select
Immediately
Within the same day
The next day
A few days later
A week later
A month later
Over a month later
I do not receive alerts
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 transferring funds on the mobile app?
Ease of log-in on the mobile app
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Ease of use and navigation on the mobile app
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Time taken to complete the funds transfer
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Successful completion of transaction
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Timely and accurate information provided by the Bank (.e.g. transaction alert, basis of bank charges/fees)
1
Very Dissatisfied
2
3
4
5
6
7
8
9
10
Very Satisfied
N/A
Transparent fees and charges
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 transferring funds through the mobile app, 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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Do you have any unresolved issue that you would like to be contacted on?
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No
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Ecobank Customer Experience