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Ecobank Serria Leone Corporate Banking Survey 2019

We would like to invite you to take part in our Corporate Banking Service Survey for 2019. As a key partner your feedback is very important to us as it helps us to serve you better. Please take a few minutes to answer the questions below by selecting the most appropriate answers. Thank you for sharing your opinions with us.

How long has your organization maintained a relationship with Ecobank?

2. Please indicate the Annual Turnover for your Business.

3. In which sector of the economy is your business?

4. Under which unit is your organization managed in Ecobank?

Please enter an 'other' value for this selection.

5. Which of the following services or products do you have with Ecobank (multiple selection allowed)

6. Which of the following do you consider important when deciding on doing more business with banks in Africa? Please use a 5 point scale where 1 is “not important” and 5 is “important”

Space Cell	1	2	3	4	5	Not Sure
Brand and Reputation	Brand and Reputation: 1	Brand and Reputation: 2	Brand and Reputation: 3	Brand and Reputation: 4	Brand and Reputation: 5	Brand and Reputation: Not Sure
Pan African Footprint	Pan African Footprint : 1	Pan African Footprint : 2	Pan African Footprint : 3	Pan African Footprint : 4	Pan African Footprint : 5	Pan African Footprint : Not Sure
Extensive Branch Network	Extensive Branch Network: 1	Extensive Branch Network: 2	Extensive Branch Network: 3	Extensive Branch Network: 4	Extensive Branch Network: 5	Extensive Branch Network: Not Sure
Credit Availability	Credit Availability: 1	Credit Availability: 2	Credit Availability: 3	Credit Availability: 4	Credit Availability: 5	Credit Availability: Not Sure
Efficient Electronic Banking System	Efficient Electronic Banking System: 1	Efficient Electronic Banking System: 2	Efficient Electronic Banking System: 3	Efficient Electronic Banking System: 4	Efficient Electronic Banking System: 5	Efficient Electronic Banking System: Not Sure
Quick Turn Around Time	Quick Turn Around Time: 1	Quick Turn Around Time: 2	Quick Turn Around Time: 3	Quick Turn Around Time: 4	Quick Turn Around Time: 5	Quick Turn Around Time: Not Sure
Excellence in Service	Excellence in Service: 1	Excellence in Service: 2	Excellence in Service: 3	Excellence in Service: 4	Excellence in Service: 5	Excellence in Service: Not Sure
Pricing and Charges	Pricing and Charges: 1	Pricing and Charges: 2	Pricing and Charges: 3	Pricing and Charges: 4	Pricing and Charges: 5	Pricing and Charges: Not Sure
Responsive Relationship Managers	Responsive Relationship Managers: 1	Responsive Relationship Managers: 2	Responsive Relationship Managers: 3	Responsive Relationship Managers: 4	Responsive Relationship Managers: 5	Responsive Relationship Managers: Not Sure
Ethical Dealings	Ethical Dealings: 1	Ethical Dealings: 2	Ethical Dealings: 3	Ethical Dealings: 4	Ethical Dealings: 5	Ethical Dealings: Not Sure
Error-free transactions	Error-free transactions: 1	Error-free transactions: 2	Error-free transactions: 3	Error-free transactions: 4	Error-free transactions: 5	Error-free transactions: Not Sure
Timely and accurate Statements	Timely and accurate Statements: 1	Timely and accurate Statements: 2	Timely and accurate Statements: 3	Timely and accurate Statements: 4	Timely and accurate Statements: 5	Timely and accurate Statements: Not Sure

7. How satisfied are you with the following products and services of Ecobank?Please use a 5 point scale where 1 is “not satisfied” and 5 is “ very satisfied”

Space Cell	1	2	3	4	5	Not Applicable
Lending	Lending: 1	Lending: 2	Lending: 3	Lending: 4	Lending: 5	Lending: Not Applicable
Cash Management: Payments	Cash Management: Payments: 1	Cash Management: Payments: 2	Cash Management: Payments: 3	Cash Management: Payments: 4	Cash Management: Payments: 5	Cash Management: Payments: Not Applicable
Cash Management: Collections	Cash Management: Collections: 1	Cash Management: Collections: 2	Cash Management: Collections: 3	Cash Management: Collections: 4	Cash Management: Collections: 5	Cash Management: Collections: Not Applicable
Trade Services	Trade Services: 1	Trade Services: 2	Trade Services: 3	Trade Services: 4	Trade Services: 5	Trade Services: Not Applicable
Investment Banking/Capital Markets	Investment Banking/Capital Markets: 1	Investment Banking/Capital Markets: 2	Investment Banking/Capital Markets: 3	Investment Banking/Capital Markets: 4	Investment Banking/Capital Markets: 5	Investment Banking/Capital Markets: Not Applicable
Forex	Forex: 1	Forex: 2	Forex: 3	Forex: 4	Forex: 5	Forex: Not Applicable
Hedging	Hedging: 1	Hedging: 2	Hedging: 3	Hedging: 4	Hedging: 5	Hedging: Not Applicable
Pension Custody Services	Pension Custody Services: 1	Pension Custody Services: 2	Pension Custody Services: 3	Pension Custody Services: 4	Pension Custody Services: 5	Pension Custody Services: Not Applicable
Advisory	Advisory: 1	Advisory: 2	Advisory: 3	Advisory: 4	Advisory: 5	Advisory: Not Applicable
SWIFT Statements	SWIFT Statements: 1	SWIFT Statements: 2	SWIFT Statements: 3	SWIFT Statements: 4	SWIFT Statements: 5	SWIFT Statements: Not Applicable
Alerts on Transactions	Alerts on Transactions: 1	Alerts on Transactions: 2	Alerts on Transactions: 3	Alerts on Transactions: 4	Alerts on Transactions: 5	Alerts on Transactions: Not Applicable
OMNI	OMNI : 1	OMNI : 2	OMNI : 3	OMNI : 4	OMNI : 5	OMNI : Not Applicable

8. Where do you want to see improvements concerning Ecobank's Omni payment solution?

Ease of enrollment
Ease of navigation
Network reliability / stability
Variety of functionalities
Visual Design - Look and feel
Restriction of external access
What else do you want to see on the platform? Please enter an 'other' value for this selection.

9. What would you describe as the most consistent issue you have experienced when using the Bank's OMNI ?

Please enter an 'other' value for this selection.

10.

How satisfied are you with the following service quality received at Ecobank? Please use a 5 point scale where 1 is “not satisfied” and 5 is “very satisfied”

Space Cell	1	2	3	4	5	Not Applicable
Staff attitude	Staff attitude : 1	Staff attitude : 2	Staff attitude : 3	Staff attitude : 4	Staff attitude : 5	Staff attitude : Not Applicable
Response time	Response time: 1	Response time: 2	Response time: 3	Response time: 4	Response time: 5	Response time: Not Applicable
Ease of doing business	Ease of doing business: 1	Ease of doing business: 2	Ease of doing business: 3	Ease of doing business: 4	Ease of doing business: 5	Ease of doing business: Not Applicable
Product knowledge	Product knowledge: 1	Product knowledge: 2	Product knowledge: 3	Product knowledge: 4	Product knowledge: 5	Product knowledge: Not Applicable
Accessibility of staff	Accessibility of staff: 1	Accessibility of staff: 2	Accessibility of staff: 3	Accessibility of staff: 4	Accessibility of staff: 5	Accessibility of staff: Not Applicable
Professionalism of staff	Professionalism of staff: 1	Professionalism of staff: 2	Professionalism of staff: 3	Professionalism of staff: 4	Professionalism of staff: 5	Professionalism of staff: Not Applicable
Responsiveness to complaints	Responsiveness to complaints : 1	Responsiveness to complaints : 2	Responsiveness to complaints : 3	Responsiveness to complaints : 4	Responsiveness to complaints : 5	Responsiveness to complaints : Not Applicable
Handling of enquiries	Handling of enquiries: 1	Handling of enquiries: 2	Handling of enquiries: 3	Handling of enquiries: 4	Handling of enquiries: 5	Handling of enquiries: Not Applicable
Quality of solutions	Quality of solutions: 1	Quality of solutions: 2	Quality of solutions: 3	Quality of solutions: 4	Quality of solutions: 5	Quality of solutions: Not Applicable

11. Please select the name(s) of the Relationship Manger(s) you usually interface with ?

Aiah Komba
Aubrey Leslie-John
Hariett Caram
Joseph Mensah

Kadiatu Koroma
Maddieu Marrah
Marion Sesay
Mohamed Sheik Kamara

Salifatu Fatmata Dumbuya
Wilfred Massaquoi
I do not know

12. How satisfied are you with the RM(s) mentioned above? Please use a 10 point scale where 1 is “not satisfied” and 10 is “very satisfied”

	0	1	2	3	4	5	6	7	8	9	10
Not satisfied	0	1	2	3	4	5	6	7	8	9	10	Very satisfied

13. Compared to other banks how would you rate the quality of service offered by Ecobank to your organization? Please use a 10 point scale where 0 is “lag behind market” and 10 is “better than market”

	0	1	2	3	4	5	6	7	8	9	10
Lag behind market	0	1	2	3	4	5	6	7	8	9	10	Better than market

14. How would you describe Ecobank's level of responsiveness whenever you need to resolve any issue? Please use a 0 to 10 scale where 0 is “Not at all Likely” and 10 is “Extremely Likely"

	0	1	2	3	4	5	6	7	8	9	10
Not at all Likely	0	1	2	3	4	5	6	7	8	9	10	Extremely Likely

15. How would you describe your organization's overall satisfaction with Ecobank ? Please use a 0 to 10 scale where 0 is “Not at all Likely” and 10 is “Extremely Likely"

	0	1	2	3	4	5	6	7	8	9	10
Not at all Likely	0	1	2	3	4	5	6	7	8	9	10	Extremely Likely

16. How likely are you to recommend Ecobank to other Institutions? Please use a 0 to 10 scale where 0 is “Not at all Likely” and 10 is “Extremely Likely"

0	1	2	3	4	5	6	7	8	9	10
0	1	2	3	4	5	6	7	8	9	10

17. Can you give us feedback on areas that need improvement?