{"id":10681,"date":"2012-09-11T05:35:41","date_gmt":"2012-09-11T11:35:41","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=10681"},"modified":"2014-10-20T10:44:29","modified_gmt":"2014-10-20T15:44:29","slug":"customer-satisfaction-website-usability-survey-us-bank","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/customer-satisfaction-website-usability-survey-us-bank\/10681\/","title":{"rendered":"Website Usability Survey Questions from US Bank"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>Website Usability Survey Questions from US Bank &#8211; these questions are a good addition to our <a title=\"survey questions on mobile device for KFC\" href=\"https:\/\/staging.opexlearning.com\/resources\/mobile-survey-net-promoter-score-fried-crispy-grilled\/10601\/\">survey question bank<\/a>.<\/p>\n<p>Nothing drives me crazier than a website that doesn&#8217;t work. Okay, that was dramatic &#8211; it&#8217;s one of the things that drives me crazy &#8211; among many. Seriously, in this day and age, we have a basic expectation of how a website should function,the pageload of the website, and the basics of human-computer interaction. As we begin using a website, our past experience comes into play. This is called a cognitive apparatus &#8211; it&#8217;s what colors our expectation and our experience. And, when that expectation is not met, we become dissatisfied customers and clear Detractors in the <a title=\"NPS Customer Feedback Loop, Closed Loop System, and Lean Thinking\" href=\"https:\/\/staging.opexlearning.com\/resources\/nps-customer-feedback-loop-lean-thinking\/10563\/\">NPS Verbatim<\/a>.<\/p>\n<p>Which is why I found this survey from US Bank interesting and refreshing. The survey&#8217;s aim was to learn about my experience while banking online on the US Bank&#8217;s website. While banking, I was randomly invited to partake in a customer satisfaction or website experience survey.<\/p>\n<p>Below is the survey, followed by the exact questions I was asked in the survey.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-10747 size-full\" title=\"website usability survey questions from us bank\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/online-survey-usbank-1.jpg\" alt=\"website usability survey questions from us bank\" width=\"512\" height=\"340\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/online-survey-usbank-1.jpg 512w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/online-survey-usbank-1-300x199.jpg 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-10747 aligncenter\" title=\"online-survey-usbank-2\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/online-survey-usbank-2.jpg\" alt=\"website usability survey 1\" width=\"512\" height=\"340\" \/><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-10747 aligncenter\" title=\"online-survey-usbank-3\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/online-survey-usbank-3.jpg\" alt=\"website usability survey 1\" width=\"\" height=\"\" \/><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-10747 aligncenter\" title=\"online-survey-usbank-4\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/online-survey-usbank-4.jpg\" alt=\"website usability survey 1\" width=\"\" height=\"\" \/><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-10747 aligncenter\" title=\"online-survey-usbank-5\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/online-survey-usbank-5.jpg\" alt=\"website usability survey 1\" width=\"\" height=\"\" \/><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-10747 aligncenter\" title=\"online-survey-usbank-6\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/online-survey-usbank-6.jpg\" alt=\"website usability survey 1\" width=\"\" height=\"\" \/><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-10747 aligncenter\" title=\"online-survey-usbank-7\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/online-survey-usbank-7.jpg\" alt=\"website usability survey 1\" width=\"\" height=\"\" \/><\/p>\n<h2>Website Satisfaction Survey<\/h2>\n<p>Below are the actual questions; I think these are great questions that might be helpful as you incorporate surveys into your customer experience program.<\/p>\n<ol>\n<li>Please rate how well usbank.com is organized.<\/li>\n<li>Please rate the options available for navigating usbank.com.<\/li>\n<li>Please rate how quickly pages load on usbank.com.<\/li>\n<li>Please rate the consistency of speed from page to page on usbank.com.<\/li>\n<li>Please rate your perception of the accuracy of information on usbank.com.<\/li>\n<li>Please rate the quality of information on usbank.com.<\/li>\n<li>What is your overall satisfaction with usbank.com?<\/li>\n<li>How well does usbank.com meet your expectations?<\/li>\n<li>How does usbank.com compare to your idea of an ideal Web site?<\/li>\n<li>How likely are you to return to usbank.com?<\/li>\n<li>How likely are you to recommend usbank.com to someone else?<\/li>\n<li>How likely are you to use this site as your primary resource for gathering information about US Bank products or your US Bank accounts (as opposed to calling a call center or visiting a branch)?<\/li>\n<li>How likely are you to open an account or additional accounts at US Bank after having visited this site today?<\/li>\n<li>How likely are you to utilize additional products and services offered by US Bank in the future?<\/li>\n<li>Are you a current customer of US Bank?<\/li>\n<li>Which of the following best describes your primary role in visiting our Web site today?<\/li>\n<li>Which of the following best describes your PRIMARY reason for visiting US Bank today?<\/li>\n<\/ol>\n<ul>\n<li>Apply for a Loan<\/li>\n<li>Apply for a Credit Card<\/li>\n<li>Find a Branch or ATM Location<\/li>\n<li>Research Rates<\/li>\n<li>Learn More about Products and Services<\/li>\n<li>Enroll in Online Banking<\/li>\n<li>Open an account online (i.e. checking, savings, CD etc)<\/li>\n<li>Mobile Banking<\/li>\n<li>Log in to my US Bank account (check balances\/statements, pay bills, account maintenance, etc.)<\/li>\n<li>Enroll in Bill Pay<\/li>\n<li>Other, please specify<\/li>\n<\/ul>\n<ol>\n<li value=\"18\">When you are choosing financial products and services, which factor is most important to you?<\/li>\n<\/ol>\n<ul>\n<li>Interest rates<\/li>\n<li>Bill Pay<\/li>\n<li>Online banking<\/li>\n<li>Telephone banking<\/li>\n<li>Company reputation (for example: strength and stability of the organization)<\/li>\n<li>ATM locations<\/li>\n<li>Branch locations<\/li>\n<li>Security<\/li>\n<li>Rewards<\/li>\n<li>Breadth of services available<\/li>\n<li>Cost of services<\/li>\n<li>Customer service<\/li>\n<li>Mobile Banking<\/li>\n<li>Other (Please specify)<\/li>\n<\/ul>\n<ol>\n<li value=\"19\">How helpful was the US Bank homepage in helping you to find what you are looking for?<\/li>\n<li value=\"20\">Were you able to accomplish your goal during your visit to the site?<\/li>\n<li value=\"21\">How frequently do you visit US Bank.com?<\/li>\n<li value=\"22\">Did you use the Search tool during your visit to the site today?<\/li>\n<li value=\"23\">How did you navigate usbank.com? Please select the method that you used most often during your visit.<\/li>\n<li value=\"24\">As you navigated the Web site today to find your information, what type of difficulty, if any, did you encounter? (check all that apply)<\/li>\n<\/ol>\n<ul>\n<li>I did not encounter any navigation issues<\/li>\n<li>Too many pages to click through to find information<\/li>\n<li>Too many links to choose from<\/li>\n<li>Links did not take me where I expected<\/li>\n<li>Link labels were difficult to understand<\/li>\n<li>Search tool was not helpful<\/li>\n<li>Technical difficulties (e.g. broken links, error messages)<\/li>\n<li>Other (Please specify)<\/li>\n<\/ul>\n<ol>\n<li value=\"25\">Which of the following sources drove you to visit the site today? Please rank the top 3 (Rank 1 is most important).<\/li>\n<li value=\"26\">If you heard about this Web site from a social network, please specify the site (i.e. Facebook, Twitter)<\/li>\n<li value=\"27\">What is your gender?<\/li>\n<li value=\"28\">Please indicate your age category.<\/li>\n<li value=\"29\">What is your yearly household income?<\/li>\n<li value=\"30\">Was there any aspect of your visit that stands out most in your mind?<\/li>\n<li value=\"31\">If you could suggest one improvement for our Web site, what would that improvement be?<\/li>\n<\/ol>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>Website Usability Survey Questions from US Bank &#8211; these questions are a good addition to our survey question bank. Nothing drives me crazier than a website that doesn&#8217;t work. Okay, that was dramatic &#8211; it&#8217;s one of the things that drives me crazy &#8211; among many. Seriously, in this day and age, we have a [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":10747,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[666],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Website Usability Survey Questions from US Bank<\/title>\n<meta name=\"description\" content=\"Website Usability Survey Questions from US Bank are instructive and interesting and is an good addition to our question bank\" 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