Offshore Client Satisfaction Survey 2009
 
Please answer the following questions by ticking the appropriate boxes below.
 
Q1  How long have you banked with Standard Bank Offshore?
Under 1 Year  1-2 Years  3-4 Years  5 Years or more 
 
 
Q2  How did you find out about Standard Bank?
SBSA Branch  Offshore Office in South Africa  Advertising  Independant Financial Adviser 
Internet  Recommendation from existing client  Other (please specify) 
 
 
Q3  Is your main banking relationship with Standard Bank of South Africa?
Yes  No  If 'No' who are your main bankers? 
 
 
Q4  If yes, who do you primarily deal with in Standard Bank of South Africa?
Branch  Private Banking  Private Client Services  SB Financial Consultant  Other (please specify) 
 
 
Q5  Which of the following Standard Bank Offshore products and services are you aware of?
Optimum Account  Visa Debit Card  Offshore Reserve Account 
Fixed Term Deposit Account    Expatriate Savings Account    Moneymarket Call Account   
Structured Products     Internet Banking    Stockbroking/Asset Management   
Trust and/or Company Administration    Offshore Unit Trusts          
 
 
Q6 Which of the following Standard Bank Offshore products and services do you currently use?
Optimum Account    Visa Debit Card    Offshore Reserve Account   
Fixed Term Deposit Account  Expatriate Savings Account  Moneymarket Call Account 
Structured Products  Internet Banking  Stockbroking/Asset Management 
Trust and/or Company Administration  Offshore Unit Trusts 
 
 
Q7 How often do you contact Standard Bank Offshore about your accounts?
Never/Very rarely  Less than three times a year  Four to six times a year  More than six times a year 
 
 
Q8 How do you normally contact Standard Bank Offshore? (please choose only one of the following)
I have never contacted SBO By telephone using the special local call rate in South Africa
By facsimile/letter By telephone contacting the island office by international direct dialling
By e-mail/internet Via Offshore office in South Africa
 
 
Q9 Thinking about when you contact Standard Bank Offshore, how satisfied are you?
  Very satisfied Satisfied Dissatisfied Very dissatisfied No experience
  • With how promptly Telephone Calls are answered?
    		•   
  • With how your Telephone Calls are dealt with?
    		•   
  • With how promptly Letters, Faxes or Emails are handled?
    		•   
  • With our response to your Letters, Faxes or Emails?
    		•   
     
     
    Q10 How important are each of the following aspects of an offshore banking service to you?
      Essential Very important Important Not very important Not at all important
  • Offshore banking must be confidential
    		•    
  • I should be kept advised of new products and services
    		•    
  • My accounts should pay a competitive rate of interest
    		•    
  • I should be able to conduct my banking over the Internet
    		•    
  • The charges for using my account must be competitive
    		•    
  • Overall, my accounts should give me 'value for money'
    		•    
     
     
    Q11 How well do you feel Standard Bank Offshore meets these requirements?
      Always meets Mostly
    meets    		 Sometimes meets Never meets Don't know
  • Offshore banking must be confidential
    		•   
  • I should be kept advised of new products and services
    		•   
  • My accounts should pay a competitive rate of interest
    		•   
  • I should be able to conduct my banking over the Internet
    		•   
  • The charges for using my account must be competitive
    		•   
  • Overall, my accounts should give me 'value for money'
    		•   
     
     
    Q12 How do you feel about each of the following aspects of our service?
        Strongly
    agree    		 Agree Neither agree
    nor disagree    		 Disagree    Don't know Strongly disagree
  		• Opening my account with Standard Bank Offshore was easy             
  		• Staff rarely make mistakes when dealing with my account             
  		• The staff who look after my offshore account are always helpful             
  		• The staff treat me as an important client             
  		• The staff are knowledgeable about my account             
  		• The staff efficiently process my requests and enquiries             
  		• Overall, I am satisfied with the service I receive from Standard Bank Offshore             
  		• Overall, I am satisfied with the banking products I hold with Standard Bank Offshore             
  		• I am likely to recommend Standard Bank Offshore to someone else             
  		• Standard Bank Offshore compares well with other offshore banks I am aware of               
  		• I would still choose Standard Bank Offshore if opening an offshore account for the first time today                    
  		• I am likely to be a customer of Standard Bank Offshore in 12 months time                    
  		• Please provide the name of your Offshore Client Relationship Officer / Manager (if known)
    Please add any additional comments below about the service you receive from Standard Bank Offshore.
    Your reply is confidential and as such we will be unable to respond to any queries you may raise unless you provide your name, account number and contact details.