Branch questions that show why customers still walk in
Ask customers about their branch visit, from the wait and the staff to the reason they came in. Each question below comes with when to ask it and what the answer tells you.
What bank branch survey questions tell you
Bank branch survey questions ask customers what happened at the counter: how long they waited, whether the issue was solved in one visit, how the staff treated them and what they couldn't do online that brought them in. The answers show which branch visits you could move online and which ones customers want to keep.
Ask the same day as the visit. Put a QR code on the counter or by the door so customers can answer on their own phone as they leave, or send a short survey by email to customers who visited. Pick four to six questions, and keep the question about a closure for a separate survey during a branch review.
Each written answer gets a category, a theme, a type and a sentiment, and each response an urgency. Use a different link or QR code per branch so each answer carries that branch's tag, then give low scores an owner in the inbox and add them to a Google Sheet for branch managers.
- Questions
- 13
- Best asked
- The same day as the branch visit
- Industry
- Finance
- Where to find them
- From library in the Usertick survey editor, on every plan
The 13 branch and support questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
The visit itself
Ask about the wait, the staff and whether one visit was enough, the three things customers judge a branch by.
- 01Ruler
How many minutes did you wait in the branch?
Minutes waited, marked on a ruler up to an hour. Results shows the median and the middle half; give each branch its own QR code link to compare them.
- 02Yes / No
Was your issue resolved in one visit?
Whether one visit was enough. Select No in Results to read why those customers came in and what they couldn't do online.
- 03Stars
How would you rate the staff?
Stars for the staff. Results shows the average and the share who rated 4 or higher, a fair number to share with each branch team.
- 12Emoji
How did your branch visit feel?
How the visit felt, on a row of faces. It works well as the first question on a QR code survey, answered in one tap on the way out.
Why customers came in
Learn the reason for the visit and what couldn't be done online, so your digital team knows which gaps send people to the counter.
- 04Multiple choice
Why did you visit the branch?
The reason for the visit, from cash to a problem with the app. Results shows a donut of shares, so you can see how much counter time goes to app problems.
- 05Multiple choice
What could you not do online that brought you in?
Which tasks still need a branch, with Nothing for customers who came by choice. The bars point at what to make possible online next.
- 10Dropdown
How often do you visit a branch?
How often the customer visits, from weekly to almost never. Select Weekly in Results to read your most regular visitors' answers on their own.
Getting time with the branch
Check how easy appointments are and how customers would rather get help, before you change opening hours or staffing.
- 06Customer effort
How easy was it to get an appointment?
How easy it was to book an appointment. Send it to customers who booked ahead; low scores point at the booking page or the phone line.
- 13Date
When would you like to visit the branch?
Lets the customer pick a day for their next visit. Results shows a calendar of picked dates, useful for staffing the branch on its busy days.
- 09This or that
For help you prefer
Two pairs: branch or phone, and chat or video call. The split bars in Results show how customers would rather get help when they can't come in.
What the branch means to customers
Ask how valued customers feel and whether they would miss the branch, then let them say what it should do better.
- 08Big scale
How valued did you feel as a customer?
How valued the customer felt, on a 1 to 10 scale. Read the low columns beside the wait time to see whether the wait or the welcome is the cause.
- 11Yes / No
Would you miss this branch if it closed?
Whether the customer would miss the branch. Ask it during a branch review, and select Yes in Results to read what those customers use the branch for.
- 07Text
What should the branch do better?
The open question for the end. Answers arrive with a sentiment and a theme, so comments about lines, opening hours or staff group together for each branch manager.
Tips for asking about branch and support
Small choices that get honest, useful answers.
- 01
Put a QR code at the counter
Place a QR code at the counter or the exit, one per branch. Customers answer on their own phone, and each answer carries that branch's tag.
- 02
Ask the same day
Ask within a day of the visit. After that, the wait and the staff blur together with the last visit.
- 03
Watch the online gaps
Read the answers on what customers couldn't do online every month. They make a list of features for your digital team.
- 04
Ask about closures with care
Ask the closure question only during a real branch review. Asked out of the blue, it worries customers who rely on the branch.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about branch and support
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Print the survey's QR code for the counter or the exit. It opens the hosted survey page on the customer's phone, and a tag on each branch's link is kept with every answer.
Yes, for a website, link or QR code survey with anonymous responses turned on: no user ID, traits or visitor ID are stored.
Three to five on a QR code survey: the visit feeling or the staff rating, whether one visit was enough, why they came in and the open question.
Yes. Give each branch its own link or QR code with a tag, which is kept with every answer for workflows, Google Sheets and the API, or run a separate survey per branch.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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