Did you get what you came in for?
F
Branch Experience Survey
Evaluator agent · 1.1K uses
Evaluator Agent
Bank Customer Experience Survey: The Whole Relationship
Branch and call surveys measure moments. Customers leave over the relationship. Regional banks and credit unions win on the relationship, and most CX programs only measure transactions. A customer can rate every branch visit highly and still be moving their paycheck elsewhere. This conversation asks about the whole relationship, grounded in a real recent experience, and ends on the one thing that would matter most.
Relationship health measured, not just transactions
Primacy risk visible before money moves
One clear priority per customer segment
Used 1,297+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
Overall sentiment about the banking relationshipTrust, ease of doing business and value for moneyWhether the customer feels understoodA recent experience with the bankThe strongest positive and the biggest pain pointLikelihood to stay and likelihood to recommendThe single improvement that matters most
Questions it always asks
The core fields every response captures.
Always ask every relationship rating in the same order
Ask for the single biggest pain point and the one improvement they would prioritize
How it adapts
Follow-ups that change based on what people say.
If trust is rated low, ask what happened that affected it
If they are unlikely to stay, ask what would change their mind
Where it routes people
Different paths for different answers.
Send customers unlikely to stay to their relationship manager within the week
Route pain points by category to the team that owns them
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #retail-banking in Slack when a segment's trust score falls quarter over quarter
Update the customer record in Salesforce with relationship scores and pain point
Create a retention task for every customer who says they are unlikely to stay
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
The conversation opens as a short survey about the customer's relationship with their bank. It asks the same anchored 1 to 5 ratings for every customer on overall sentiment, trust, ease of doing business, value, feeling understood and likelihood to stay, always with a not sure option, plus likelihood to recommend on 0 to 10. It asks about a recent experience before the strongest positive and the biggest pain point, adds a few short why questions where they matter most, and closes on the single priority improvement. It never asks for account details.
Getting started
- 1
Send to a rolling sample of customers quarterly rather than one annual wave
- 2
Link responses to segments through your CRM instead of asking for account details
- 3
Set the score on likelihood to stay that routes a customer to their relationship manager
- 4
Assign each pain point category an owner: fees, digital, branch or contact center
Template Details
- Agent Type
- Evaluator
- Category
- Banking and financial services
- Industry
- Financial Services
- Business outcome
- Improve customer satisfactionReduce churn
- Job to be done
- Collect customer feedback
- Journey stage
- Feedback & evaluation
- Replaces
- Survey tools
- Integrations
- Salesforce, Slack, Hubspot
- Times Used
- 1,297+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- Most bank CX programs are built from transactional surveys after branch visits, calls and app sessions, which say how each moment went and little about whether the customer still sees the bank as theirs.
- Annual relationship surveys run as long rating grids, so completion is low and skewed to the most engaged customers.
- A falling relationship score does not say whether the cause is fees, trust, digital experience or feeling like a number, so nobody owns the fix.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation asks the same anchored ratings for every customer: overall sentiment, trust, ease, value, feeling understood and likelihood to stay, with a not sure option so nobody is forced into a number.
- It grounds the customer in a recent real experience with the bank before asking about positives and pain points, so answers are specific.
- A few short why questions, used only where they add the most, turn the ratings into reasons without making the survey long.
What is a bank customer experience survey?
It is a relationship-level survey that measures how customers feel about their bank as a whole: whether they trust it, find it easy to deal with, see it as good value, feel understood, and intend to stay. It differs from transactional surveys, which measure a single branch visit, call or digital session. Both matter, but only the relationship view shows whether the bank is still the customer's primary financial institution.
FAQ
Frequently Asked Questions
Explore More Agents
More banking templates for branch visits, digital banking, call centers and switching.
What was on screen when you stopped?
O
Account Application Abandonment
Evaluator agent · 2K uses
Is the issue actually resolved now?
O
Call Center Survey
Evaluator agent · 2.2K uses
You gave that call a 4. What drove the score?
O
Bank Transactional NPS Survey
Evaluator agent · 1.8K uses
Did you feel believed?
F
Fraud Dispute Survey
Evaluator agent · 1.2K uses
Was anything harder than it should have been?
L
Member Onboarding Survey
Evaluator agent · 2K uses
Related Articles
How regional banks and credit unions measure the relationship, not just the interaction.
Financial Services Customer Experience in 2026: What Regional Banks Can Win That Megabanks Can't
Financial services customer experience is the total of every interaction a customer has with a bank, credit union, lender, or wealth firm, from account opening…
Read articleHuntington's Fair Play Banking: How a Regional Bank Built a Customer Experience Brand
Huntington National Bank built one of the clearest banking customer experience brands in the US by turning its fee policy into a promise, starting with 24-Hour Grace in 2010.
Read article
Banking Customer Experience in 2026: Conversational Feedback for Branch and Digital
Banks and credit unions can measure what customers do across branch and digital channels, but rarely capture why they switch, abandon, or disengage.
Read articleForms are costing you business
Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
No credit card required • Cancel anytime