Customer Satisfaction Survey   Take Our Online Customer Survey and you could win a $100 gift card in our new quarterly drawing.* So, when we say your opinion is valuable to us, we really mean it.   At Citizens Bank, we are committed to Customer Satisfaction. Your comments and suggestions about your Citizens Bank experience are very important to us. By taking just a few minutes to fill out our online survey, you will be helping us improve our quality of service. Thanks for your time! 1. Please select your primary branch location. -- Center Star, AL Cherokee, AL Decatur, AL Florence, AL Hodges, AL Huntsville, AL Moulton, AL Muscle Shoals, AL Phil Campbell, AL Red Bay, AL Russellville (Main), AL Russellville (Franklin Plaza), AL Russellville (Hwy 43 North), AL Town Creek, AL Ardmore, TN Bolivar, TN Cornersville, TN Fayetteville, TN Lewisburg, TN Pulaski, TN Whiteville, TN Clarksdale (JL Hooker), MS Clarksdale (Desoto Ave), MS Corinth, MS Eupora, MS Falkner, MS Greenville (Washington Ave), MS Greenville (S Beauchamp), MS Greenwood (W. Park Ave), MS Greenwood (Fulton St), MS Ripley, MS Starkville, MS Sturgis, MS Walnut, MS 2. How long have you been a customer of Citizens Bank? -- Less than 1 year Between 1 and 4 years Between 5 and 9 years Between 10 and 20 years More than 20 years I am currently not a customer   The following sets of questions about your experiences or opinions relate to our branch locations, customer service, telephone service and product offerings. Please use the following scale for these questions: 1 = Strongly Disagree 2 = Disagree 3 = Neutral 4 = Agree 5 = Strongly Agree If a question does not pertain to your experiences with Citizens Bank, please leave the question blank and move on to the next question.   LOCATION: If you have recently visited one of our offices, please rate us on the following. If not, then proceed to the next section.     Strongly Disagree Disagree Neutral Agree Strongly Agree 3. The locations of the offices meet my needs.   1  2  3  4  5 4. The hours of operation are convenient.   1  2  3  4  5 5. The offices have a professional appearance.   1  2  3  4  5   CUSTOMER SERVICE     Strongly Disagree Disagree Neutral Agree Strongly Agree 6. Citizens Bank employees provide friendly and courteous service.   1  2  3  4  5 7. Citizens Bank employees provide prompt and efficient service.   1  2  3  4  5 8. I am made to feel welcome when I visit a Citizens Bank location.   1  2  3  4  5 9. Citizens Bank is responsive to my requests.   1  2  3  4  5 10. I am satisfied with the ability of Citizens Bank employees to solve problems when they arise.   1  2  3  4  5 11. Citizens Bank employees are knowledgeable about the bank's products and services.   1  2  3  4  5 12. The product offerings at Citizens Bank meet my financial needs.   1  2  3  4  5 13. Citizens Bank employees are always professional in their interaction with me and their appearance.   1  2  3  4  5 14. Overall, I find doing business with Citizens Bank to be easy and enjoyable.   1  2  3  4  5   TELEPHONE SERVICES If you've recently called and talked with a Customer Service Representative over the phone, please answer the following questions. Please skip those questions that do not apply to your recent phone call. 15. When I last called Citizens Bank, the phone was answered in three rings or less. -- Yes No I don't remember 16. The Customer Service Representative requested my permission before placing me on hold. -- Yes No I don't remember 17. The Customer Service Representative thanked me for holding when returning to my call. -- Yes No I don't remember 18. The Customer Service Representative addressed me by name during the course of the phone call. -- Yes No I don't remember     Strongly Disagree Disagree Neutral Agree Strongly Agree 19. When placed on hold, I considered my wait time to be minimal.   1  2  3  4  5 20. The person answering the phone did so with a friendly tone.   1  2  3  4  5 21. I feel that the Customer Service Representative was giving me his/her full attention during my phone call.   1  2  3  4  5 22. The Customer Service Representative was responsive to my requests.   1  2  3  4  5 23. The Customer Service Representative had the ability to answer my question and/or solve my problem.   1  2  3  4  5 24. I felt the Customer Service Representative was knowledgeable about the bank's products and services.   1  2  3  4  5 25. Overall, I was pleased with the level of service and attention I received during my last telephone call.   1  2  3  4  5   The following questions relate to the Products and Services offered by Citizens Bank. Skip those questions that do not pertain to your experiences with Citizens Bank.     Strongly Disagree Disagree Neutral Agree Strongly Agree 26. I am pleased with the deposit products offered by Citizens Bank.   1  2  3  4  5 27. I am pleased with the loan products offered by Citizens Bank.   1  2  3  4  5 28. I found it easy to open a deposit account with Citizens Bank.   1  2  3  4  5 29. I found it easy to open a loan account with Citizens Bank.   1  2  3  4  5 30. I am pleased with the Online Banking services offered by Citizens Bank.   1  2  3  4  5 31. I am pleased with Electronic Bill Pay.   1  2  3  4  5 32. I am pleased with the Accessline Telephone System.   1  2  3  4  5 33. I am pleased with my Citizens Bank Debit Card.   1  2  3  4  5   The final few questions are designed to help us learn a little more about our customers and the effectiveness of our marketing efforts. Please take time to answer those questions that apply to your experiences with Citizens Bank. 34. How do you handle your day-to-day banking transactions? -- I visit a teller in a branch I visit a Customer Service Representative I use the Drive-Thru I use the ATM I use your Telephone Banking services I use your Internet Banking services 35. If you have visited our web site, please tell us how you learned about it. -- Newspaper Radio Television Magazine Link from another site Recommendation Search Engine Word-of-Mouth Bank Document (receipt, drive-thru envelope, etc.) Other   If "Other", please describe  36. What is your main reason for visiting our web site? -- Product and service information Company Information Accessing personal or business account information News/Weather/Sports Information To complete this survey     Strongly Disagree Disagree Neutral Agree Strongly Agree 37. Overall, I am satisfied with Citizens Bank's web site.   1  2  3  4  5 38. Is Citizens Bank the provider of your primary banking needs?   Yes  No   If not, what bank is?  39. What suggestions do you have regarding how we might better serve you?      If you do not mind, please provide your name and contact information. Also, please check 'Yes' or 'No' if you'd like a Customer Service Representative to contact you. Finally, THANKS for participating in our Customer Satisfaction Survey!   Name    Address (Name and address must be included in order to be entered in the $100 gift card drawing.)      Phone Number    Email    Would you like someone from Citizens Bank to contact you concerning questions you may have about our bank or products/services?   Yes  No   *No account necessary to win. The winner will be notified at the postal address, email address, and/or phone number provided with entry. If the winner is not of legal age, prize may be awarded to his/her parent or legal guardian. Contest is open to legal residents of the fifty (50) United States and the District of Columbia who are eighteen (18) years of age or older. Drawings will be held every three (3) months. Prizes are not transferable. No substitution of any prize is permitted. We reserve the right to substitute a prize of comparable or greater value. Federal, state, and local taxes on prizes and any expenses relating to the acceptance and use of prize not specified herein as being awarded are the sole responsibility of the winner.