* Indicates required information
1. Products
Please complete this section if you have opened a new savings account or taken out a new mortgage with us in the last 12 months.
1(a). Which type of account did you open? Please select --> Savings Mortgage
1(b). How has the product met your expectations? Please select --> Much better than expected Better than expected As expected Worse than expected Much worse than expected
1(c). What is the most important reason for your answer to question 1b? Please select --> Information provided, before opening account Service, before opening account Information provided, after opening account Service, after opening account Interest rate Charges Other product features Other
If you answered other to the above question, please specify:
1(d). How was the product explained in our literature? Please select --> Very well Well Acceptably Poorly Did not read it
1(e). Did we keep you sufficiently informed before, during and after opening your savings mortgage account?
Before: Please select --> Yes No Not applicable
During: Please select --> Yes No Not applicable
After: Please select --> Yes No Not applicable
If you have selected no above, please state briefly why:
2. Service
Please complete this section if you have contacted us in the last 12 months.
2(a). How did you contact the Society? (if more than once please give most frequent method) Please select --> Branch visit Telephone Post Email Secure message via Online service
2(b). What was your reason for contacting us? Please select --> Ask for information about a new savings or mortgage account Ask a question about an existing account Open a new savings account Apply for a mortgage Apply for a further advance Change mortgage product Make a complaint Assistance with using our Online service Other
If you answered other to the above question, please specify:
2(c). How was your contact dealt with? Please select --> Very well Well Acceptably Poorly Very poorly
2(d). What is the most important reason for your answer to question 2c? Please select --> Speed of response Accuracy of response Attitude of staff Administrative procedures Ease of communication Other
If you answered other to the above question, please specify:
3. Product range
3(a). Does our product range meet your needs?
Mortgages Please select --> Very well Well Acceptably Poorly Not at all Not applicable
Savings Please select --> Very well Well Acceptably Poorly Not at all Not applicable
3(b). What is the most important reason for your answer to question 3a? Please select --> Range of different products Product features Interest rates Charges Other
If you answered other to the above question, please specify:
4. National Counties Online
4(a). How do you prefer to pay into your savings or mortgage account? Please select --> In our branch (by cash or cheque) Through the post (by cheque) By telephone (using your debit card) From your bank's internet service, sending an electronic payment Via National Counties' Online service, using your debit card
4(b). How do you prefer to withdraw from your savings account? Please select --> In our branch (by cash or cheque) By telephone (by direct credit to your bank account) Via National Counties' Online service (by direct credit to your bank account)
4(c). How do you prefer to access internet based 'banking' services such as National Counties Online? Please select --> Laptop Desktop PC Tablet computer (e.g. Apple's ipad) Mobile device (e.g. Apple's iphone)
4(d). In your experience, how does our Online service compare with other services that you use? Please select --> Better The same Needs improvement
4(e). What additional facilities would you use if added to our Online service? Please select --> Future dated savings withdrawals Add a purpose or nickname for each savings account Reinvest maturing fixed term savings accounts Switch mortgage products Opt-in to receive details of new product launches Other
If you answered other to the above question, please describe:
4(f). Which of the following documents would you prefer to receive electronically, via our secure message service?
All of the items below (if not please tick the individual items below)
New account certificate
Certificate of Interest Paid
Annual transaction statement
Maturity options letter for fixed term products
Interest rate change notification
Other account related correspondence
Newsletters
Marketing of products or services
5. Your view of National Counties
5(a). Overall, how do our products and service compare with other banks and building societies you deal with?
Products Please select --> Much better Better The same Worse Much worse
Service Please select --> Much better Better The same Worse Much worse
5(b). Do you believe that National Counties is fair in its treatment to customers? Please select --> Yes No
Please give the reason for your answer:
5(c). Would you recommend National Counties to family, friends or colleagues? Please select --> Yes No
Please state why below.
5(d). Which aspect of the Society is the most important to you? Please select --> Personal service Fairness and transparency Interest rate offered Convenient access (Branch / Post / Telephone / Online) Financial stength Product terms Other
Other, please specify:
6. About you
Please provide us with information about your age, your home, and your occupation. This information will only be used in the analysis of responses to this questionnaire.
6(a). In which year were you born? Please select --> Before 1928 1928 to 1945 1946 to 1954 1955 to 1964 1965 to 1976 1977 to 1994 1995 onwards
6(b). Please give your gender: Please select --> Male Female
6(c). Including yourself, how many people are in your household?
Adults
Children aged 11 to 17
Children under 11
6(d). What is your employment status? Please select --> Employed Self-employed Retired Full time student Not in paid employment
6(e). How many accounts do you have with National Counties?
Savings
Mortgages
About us