Thank you for volunteering. Whether you’re a customer or a future customer, we are
continually trying to enhance your experience with Charter One.
This survey is for research purposes only and should only take about 5 minutes of
your time.
All information you provide is kept strictly confidential.
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1. Are you a current customer of Charter One?
1. Are you a current customer of Charter One?
2. What types of products or services were you looking for today?
2. What types of products or services were you looking for today?
3. Which category applies to you?
3. Which category applies to you?
4. Which of the following categories best describes your age group?
4. Which of the following categories best describes your age group?
For statistical purposes only. The following questions are optional:
6. What state do you or the student you are visiting for reside in?
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7. Where are you or the student you are visiting for planning on attending school?
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8. What best describes the purpose of your visit today?
8. What best describes the purpose of your visit today?
9. What prompted you to visit the site today?
9. What prompted you to visit the site today?
10. Of the following, what features of a student loan product or service
are most important to you?
10. Of the following, what features of a student loan product or service
are most important to you?
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11. Looking over the Charter One site, does this site help you accomplish
your goals?
11. Looking over the Charter One site, does this site help you accomplish
your goals?
12. Can you think of anything we can do to improve this online experience for you?
13. For data quality purposes, please select "Somewhat" for this question:
13. For data quality purposes, please select "Somewhat" for this question:
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14. Thinking about your overall banking experience, how satisfied
are you with Charter One?
14. Thinking about your overall banking experience, how satisfied
are you with Charter One?
15. How do you prefer to reach out to your bank if you need more help?
(e.g. with customer service or account opening
questions)
15. How do you prefer to reach out to your bank if you need more help?
(e.g. with customer service or account opening
questions)
16. For the following list of banking products and services, please indicate
whether you have considered the account or loan
in the past 12 months,
or are likely to in the next 12 months.
16. For the following list of banking products and services, please indicate
whether you have considered the account or loan
in the past 12 months,
or are likely to in the next 12 months.
17. How much do you expect you or your child will need in loans annually?
17. How much do you expect you or your child will need in loans annually?