Bank Branch Visit Feedback
Capture comprehensive feedback from bank branch visitors with this specialized survey template. Measure key banking metrics including wait time satisfaction, staff professionalism, problem resolution rate, and facility quality. The form uses smart conditional logic to dive deeper into service issues and includes NPS for benchmarking against industry standards.
Try the Form
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export function bankingBranch(form: FormTs) {
// Bank Branch Visit Feedback Form
// Demonstrates: Slider, StarRating, MatrixQuestion, RatingScale (NPS), Dropdown, ThumbRating
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Branch Visit Feedback',
computedValue: () => 'Your feedback helps us serve you better.',
customStyles: {
backgroundColor: '#1e40af',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Visit Details
// ============================================
const visitSection = form.addSubform('visit', {
title: 'Visit Details'
});
visitSection.addRow(row => {
row.addDropdown('visitPurpose', {
label: 'What was the main purpose of your visit?',
options: [
{ id: 'account', name: 'Account opening/closing' },
{ id: 'deposit-withdraw', name: 'Deposit or withdrawal' },
{ id: 'loan', name: 'Loan inquiry/application' },
{ id: 'mortgage', name: 'Mortgage services' },
{ id: 'cards', name: 'Credit/debit card services' },
{ id: 'investment', name: 'Investment advice' },
{ id: 'problem', name: 'Problem resolution' },
{ id: 'general', name: 'General inquiry' },
{ id: 'other', name: 'Other' }
],
placeholder: 'Select the purpose...',
isRequired: true
}, '1fr');
row.addDatepicker('visitDate', {
label: 'Visit date',
maxDate: () => new Date().toISOString()
}, '1fr');
});
visitSection.addRow(row => {
row.addThumbRating('issueResolved', {
label: 'Was your matter fully resolved during this visit?',
showLabels: true,
upLabel: 'Yes, fully resolved',
downLabel: 'No, not resolved',
size: 'lg',
alignment: 'center'
});
});
visitSection.addRow(row => {
row.addTextarea('unresolvedDetails', {
label: 'What remains unresolved?',
placeholder: 'Please describe what could not be completed...',
rows: 2,
isVisible: () => visitSection.thumbRating('issueResolved')?.value() === 'down',
isRequired: () => visitSection.thumbRating('issueResolved')?.value() === 'down'
});
});
// ============================================
// SECTION 2: Wait Time Experience
// ============================================
const waitSection = form.addSubform('waitTime', {
title: 'Wait Time',
customStyles: () => {
const satisfaction = waitSection.ratingScale('waitSatisfaction')?.value();
if (satisfaction !== null && satisfaction !== undefined && satisfaction <= 2) {
return { backgroundColor: '#fef2f2', padding: '16px', borderRadius: '8px' };
}
if (satisfaction !== null && satisfaction !== undefined && satisfaction >= 4) {
return { backgroundColor: '#ecfdf5', padding: '16px', borderRadius: '8px' };
}
return {};
}
});
waitSection.addRow(row => {
row.addSlider('waitMinutes', {
label: 'Approximately how long did you wait? (minutes)',
min: 0,
max: 60,
step: 5,
unit: 'min',
defaultValue: 10
});
});
waitSection.addRow(row => {
row.addRatingScale('waitSatisfaction', {
label: 'How satisfied were you with the wait time?',
preset: 'satisfaction',
alignment: 'center',
isRequired: true
});
});
waitSection.addRow(row => {
row.addRadioButton('waitComfort', {
label: 'How was the waiting environment?',
options: [
{ id: 'comfortable', name: 'Comfortable and well-organized' },
{ id: 'adequate', name: 'Adequate' },
{ id: 'crowded', name: 'Crowded but manageable' },
{ id: 'uncomfortable', name: 'Uncomfortable' }
],
orientation: 'vertical',
isVisible: () => {
const wait = waitSection.slider('waitMinutes')?.value();
return wait !== null && wait !== undefined && wait > 5;
}
});
});
// ============================================
// SECTION 3: Staff Service
// ============================================
const staffSection = form.addSubform('staff', {
title: 'Staff Service'
});
staffSection.addRow(row => {
row.addStarRating('overallStaff', {
label: 'How would you rate our staff overall?',
maxStars: 5,
size: 'lg',
alignment: 'center'
});
});
staffSection.addRow(row => {
row.addMatrixQuestion('staffAttributes', {
label: 'Please rate our staff on the following:',
rows: [
{ id: 'friendly', label: 'Friendliness and courtesy' },
{ id: 'knowledge', label: 'Product knowledge' },
{ id: 'listening', label: 'Listening to your needs' },
{ id: 'explanations', label: 'Clear explanations' },
{ id: 'efficiency', label: 'Efficiency and speed' },
{ id: 'professionalism', label: 'Professional appearance' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
fullWidth: true
});
});
staffSection.addSpacer({ height: '16px' });
staffSection.addRow(row => {
row.addCheckbox('staffRecognition', {
label: 'Would you like to recognize a specific staff member for exceptional service?'
});
});
staffSection.addRow(row => {
row.addTextbox('staffName', {
label: 'Staff member name (if known)',
placeholder: 'Enter name...',
isVisible: () => staffSection.checkbox('staffRecognition')?.value() === true
}, '1fr');
row.addTextarea('staffPraise', {
label: 'What did they do well?',
placeholder: 'Describe the exceptional service...',
rows: 2,
isVisible: () => staffSection.checkbox('staffRecognition')?.value() === true
}, '1fr');
});
// ============================================
// SECTION 4: Branch Facilities
// ============================================
const facilitySection = form.addSubform('facilities', {
title: 'Branch Facilities'
});
facilitySection.addRow(row => {
row.addStarRating('cleanliness', {
label: 'Cleanliness',
maxStars: 5,
size: 'md',
alignment: 'center'
}, '1fr');
row.addStarRating('accessibility', {
label: 'Accessibility',
maxStars: 5,
size: 'md',
alignment: 'center'
}, '1fr');
row.addStarRating('parking', {
label: 'Parking availability',
maxStars: 5,
size: 'md',
alignment: 'center'
}, '1fr');
});
facilitySection.addRow(row => {
row.addCheckboxList('facilitiesUsed', {
label: 'Which facilities did you use?',
options: [
{ id: 'teller', name: 'Teller counter' },
{ id: 'atm', name: 'ATM/Self-service' },
{ id: 'private', name: 'Private office/consultation room' },
{ id: 'waiting', name: 'Waiting area' },
{ id: 'digital', name: 'Digital banking kiosk' }
],
orientation: 'horizontal'
});
});
// ============================================
// SECTION 5: NPS & Recommendation
// ============================================
const npsSection = form.addSubform('recommendation', {
title: 'Recommendation',
customStyles: () => {
const category = npsSection.ratingScale('nps')?.npsCategory();
if (category === 'promoter') return { backgroundColor: '#ecfdf5', padding: '16px', borderRadius: '8px' };
if (category === 'detractor') return { backgroundColor: '#fef2f2', padding: '16px', borderRadius: '8px' };
if (category === 'passive') return { backgroundColor: '#fefce8', padding: '16px', borderRadius: '8px' };
return {};
}
});
npsSection.addRow(row => {
row.addRatingScale('nps', {
label: 'How likely are you to recommend our branch to friends or family?',
preset: 'nps',
showCategoryLabel: true,
showSegmentColors: true,
isRequired: true
});
});
npsSection.addRow(row => {
row.addTextarea('npsReason', {
label: () => {
const category = npsSection.ratingScale('nps')?.npsCategory();
if (category === 'promoter') return 'Thank you! What makes you recommend us?';
if (category === 'passive') return 'What could we improve to earn a higher rating?';
if (category === 'detractor') return 'We are sorry. What went wrong?';
return 'Please share your thoughts';
},
placeholder: 'Your feedback is valuable...',
rows: 3,
isVisible: () => npsSection.ratingScale('nps')?.value() !== null
});
});
// ============================================
// SECTION 6: Additional Feedback
// ============================================
const additionalSection = form.addSubform('additional', {
title: 'Additional Feedback',
isVisible: () => visitSection.thumbRating('issueResolved')?.value() !== null
});
additionalSection.addRow(row => {
row.addRadioButton('preferredChannel', {
label: 'How do you prefer to bank with us?',
options: [
{ id: 'branch', name: 'In-branch visits' },
{ id: 'online', name: 'Online banking' },
{ id: 'mobile', name: 'Mobile app' },
{ id: 'phone', name: 'Phone banking' },
{ id: 'mix', name: 'Mix of channels' }
],
orientation: 'horizontal'
});
});
additionalSection.addSpacer({ height: '16px' });
additionalSection.addRow(row => {
row.addTextarea('generalComments', {
label: 'Any other comments or suggestions?',
placeholder: 'We welcome all feedback...',
rows: 3
});
});
// ============================================
// SECTION 7: Contact for Follow-up
// ============================================
const contactSection = form.addSubform('contact', {
title: 'Contact for Follow-up',
isVisible: () => {
const resolved = visitSection.thumbRating('issueResolved')?.value();
const npsCategory = npsSection.ratingScale('nps')?.npsCategory();
return resolved === 'down' || npsCategory === 'detractor';
},
customStyles: { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' }
});
contactSection.addRow(row => {
row.addTextPanel('contactInfo', {
computedValue: () => 'We would like to address your concerns. May we contact you?',
customStyles: { fontSize: '14px', color: '#92400e' }
});
});
contactSection.addRow(row => {
row.addCheckbox('wantsContact', {
label: 'Yes, please contact me to resolve my issue'
});
});
contactSection.addRow(row => {
row.addTextbox('contactPhone', {
label: 'Phone number',
placeholder: 'Your phone number...',
isVisible: () => contactSection.checkbox('wantsContact')?.value() === true
}, '1fr');
row.addEmail('contactEmail', {
label: 'Email address',
placeholder: 'Your email...',
isVisible: () => contactSection.checkbox('wantsContact')?.value() === true
}, '1fr');
});
// ============================================
// SECTION 8: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Visit Summary',
isVisible: () => {
const staff = staffSection.starRating('overallStaff')?.value();
const nps = npsSection.ratingScale('nps')?.value();
return staff !== null && nps !== null;
}
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const purpose = visitSection.dropdown('visitPurpose')?.value();
const resolved = visitSection.thumbRating('issueResolved')?.value();
const waitTime = waitSection.slider('waitMinutes')?.value();
const waitSat = waitSection.ratingScale('waitSatisfaction')?.value();
const staffRating = staffSection.starRating('overallStaff')?.value();
const nps = npsSection.ratingScale('nps')?.value();
const npsCategory = npsSection.ratingScale('nps')?.npsCategory();
const purposeLabels: Record<string, string> = {
'account': 'Account services',
'deposit-withdraw': 'Deposit/Withdrawal',
'loan': 'Loan inquiry',
'mortgage': 'Mortgage services',
'cards': 'Card services',
'investment': 'Investment advice',
'problem': 'Problem resolution',
'general': 'General inquiry',
'other': 'Other'
};
let summary = 'Branch Visit Summary\n';
summary += '═'.repeat(30) + '\n\n';
if (purpose) {
summary += `Purpose: ${purposeLabels[purpose] || purpose}\n`;
}
if (resolved) {
summary += `Resolved: ${resolved === 'up' ? 'Yes' : 'No'}\n`;
}
if (waitTime !== null && waitTime !== undefined) {
summary += `\nWait Time: ${waitTime} minutes\n`;
if (waitSat) {
const satLabels = ['', 'Very Dissatisfied', 'Dissatisfied', 'Neutral', 'Satisfied', 'Very Satisfied'];
summary += `Wait Satisfaction: ${satLabels[waitSat]}\n`;
}
}
if (staffRating) {
summary += `\nStaff Rating: ${'★'.repeat(staffRating)}${'☆'.repeat(5 - staffRating)} (${staffRating}/5)\n`;
}
if (nps !== null && nps !== undefined) {
summary += `\nNPS: ${nps}/10 (${npsCategory})\n`;
}
return summary;
},
customStyles: () => {
const npsCategory = npsSection.ratingScale('nps')?.npsCategory();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (npsCategory === 'promoter') {
return { ...baseStyles, backgroundColor: '#ecfdf5', borderLeft: '4px solid #10b981' };
} else if (npsCategory === 'detractor') {
return { ...baseStyles, backgroundColor: '#fef2f2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#f0f9ff', borderLeft: '4px solid #1e40af' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => {
const staff = staffSection.starRating('overallStaff')?.value();
const nps = npsSection.ratingScale('nps')?.value();
return staff !== null && nps !== null;
}
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank you for your feedback!',
message: 'Your input helps us improve our branch services. We value your business and are committed to serving you better.'
});
}
Frequently Asked Questions
What metrics are most important for bank branch feedback?
Key metrics include wait time satisfaction, first-contact resolution rate, staff helpfulness and professionalism, and overall NPS. This template captures all these plus facility cleanliness and accessibility for a complete picture.
How can I measure wait time satisfaction accurately?
The form asks customers to estimate their wait time and rate their satisfaction with it separately. This captures both objective wait duration and perceived acceptability, as a 10-minute wait may be acceptable for complex transactions but frustrating for simple ones.
Should I collect feedback in-branch or after the visit?
Both approaches have merits. In-branch tablets capture immediate impressions while email follow-ups often get more detailed responses. Consider using a quick in-branch rating for immediate feedback and a more detailed email survey for deeper insights.
How do I handle negative branch feedback?
The form includes conditional questions that appear when customers report issues, allowing them to provide specific details. It also offers optional contact information for follow-up on unresolved matters.
Can I compare feedback across multiple branches?
Yes! Use consistent question sets across all branches. The template includes standardized metrics that enable branch-to-branch comparison and identification of best practices to share across your network.