Ecobank Cameroon Corporate Banking Survey 2018

1. How long has your organization maintained a relationship with Ecobank?

• less than a year
• 1 to 5 years
• 6 to 10 years
• 11 to 15 years
• 15 years and above

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

• Fast Moving Consumer Goods (FMCG)
• Public Sector
• Service
• Communication
• Transport
• Financial Institution
• NGO
• Manufacturing
• Health
• Food and Beverage
• Other - Write In Please enter an 'other' value for this selection.

3. How much is your organization's annual turnover?

• less than 1 million US dollars (~55 million XAF)
• 1 million to 5 million US Dollars (~55 million – 275 million XAF)
• 5 million to 10 million Dollars (~275 million – 550 million XAF)
• 10 million to 20 million Dollars (~550 million – 110 billion XAF)
• Above 20 million Dollars (110 billion XAF)

4. How much of your business do you have with Ecobank?

• less than 20%
• 20% to 30%
• 31% to 50%
• 51% to 70%
• Above 70%

5. Which of the following channels do you prefer to use to access transactions and connect with Ecobank? (Multiple Selection Allowed)

• Relationship Managers
• Branch
• Ecobank Pay
• Service Desk
• Email
• Contact Center
• Ecobank OMNI
• Other - Write In Please enter an 'other' value for this selection.

6. How important are the following factors to your business when dealing with Ecobank. Please use a 5 point scale where 1 is “not important” and 5 is “very important”

Space Cell	1	2	3	4	5	Do not use product/service
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: Do not use product/service
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: Do not use product/service
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: Do not use product/service
Credit Availability	Credit Availability: 1	Credit Availability: 2	Credit Availability: 3	Credit Availability: 4	Credit Availability: 5	Credit Availability: Do not use product/service
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: Do not use product/service
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: Do not use product/service
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: Do not use product/service
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: Do not use product/service
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: Do not use product/service
Ethical Dealings	Ethical Dealings: 1	Ethical Dealings: 2	Ethical Dealings: 3	Ethical Dealings: 4	Ethical Dealings: 5	Ethical Dealings: Do not use product/service
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: Do not use product/service
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: Do not use product/service

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

• Lending (Loan/Overdraft)
• Cash Management: Payments
• Cash Management: Collections
• Trade Services
• Investment Banking/Capital Markets
• Forex
• Hedging
• Pension Custody Services
• Advisory
• OMNI
• QR Masterpass
• Other Please enter an 'other' value for this selection.

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

Space Cell	1	2	3	4	5	Do not use product/service
Lending (Loan/Overdraft)	Lending (Loan/Overdraft): 1	Lending (Loan/Overdraft): 2	Lending (Loan/Overdraft): 3	Lending (Loan/Overdraft): 4	Lending (Loan/Overdraft): 5	Lending (Loan/Overdraft): Do not use product/service
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: Do not use product/service
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: Do not use product/service
Trade Services	Trade Services: 1	Trade Services: 2	Trade Services: 3	Trade Services: 4	Trade Services: 5	Trade Services: Do not use product/service
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: Do not use product/service
Forex	Forex: 1	Forex: 2	Forex: 3	Forex: 4	Forex: 5	Forex: Do not use product/service
Hedging	Hedging: 1	Hedging: 2	Hedging: 3	Hedging: 4	Hedging: 5	Hedging: Do not use product/service
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: Do not use product/service
Advisory	Advisory: 1	Advisory: 2	Advisory: 3	Advisory: 4	Advisory: 5	Advisory: Do not use product/service
SWIFT Statements	SWIFT Statements: 1	SWIFT Statements: 2	SWIFT Statements: 3	SWIFT Statements: 4	SWIFT Statements: 5	SWIFT Statements: Do not use product/service
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: Do not use product/service
OMNI	OMNI: 1	OMNI: 2	OMNI: 3	OMNI: 4	OMNI: 5	OMNI: Do not use product/service
QR Masterpass	QR Masterpass: 1	QR Masterpass: 2	QR Masterpass: 3	QR Masterpass: 4	QR Masterpass: 5	QR Masterpass: Do not use product/service
Relationship Managers	Relationship Managers: 1	Relationship Managers: 2	Relationship Managers: 3	Relationship Managers: 4	Relationship Managers: 5	Relationship Managers: Do not use product/service

9. How satisfied are you with the following areas of our customer service? Please use a 5 point scale where 1 is “not satisfied” and 5 is “ very satisfied”

Space Cell	1	2	3	4	5	Do not use product/service
Staff attitude	Staff attitude: 1	Staff attitude: 2	Staff attitude: 3	Staff attitude: 4	Staff attitude: 5	Staff attitude: Do not use product/service
Turn around time (Response time)	Turn around time (Response time): 1	Turn around time (Response time): 2	Turn around time (Response time): 3	Turn around time (Response time): 4	Turn around time (Response time): 5	Turn around time (Response time): Do not use product/service
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: Do not use product/service
Product knowledge	Product knowledge: 1	Product knowledge: 2	Product knowledge: 3	Product knowledge: 4	Product knowledge: 5	Product knowledge: Do not use product/service
Accessibility of Relationship Managers	Accessibility of Relationship Managers: 1	Accessibility of Relationship Managers: 2	Accessibility of Relationship Managers: 3	Accessibility of Relationship Managers: 4	Accessibility of Relationship Managers: 5	Accessibility of Relationship Managers: Do not use product/service
Professionalism of Relationship Managers	Professionalism of Relationship Managers: 1	Professionalism of Relationship Managers: 2	Professionalism of Relationship Managers: 3	Professionalism of Relationship Managers: 4	Professionalism of Relationship Managers: 5	Professionalism of Relationship Managers: Do not use product/service
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: Do not use product/service
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: Do not use product/service
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: Do not use product/service

10. Compared to other banks how would you rate the value offered by Ecobank to your organization? Please use a 5 point scale where 1 is “lag behind market” and 5 is “ better than market”

1	2	3	4	5	Not Sure
1	2	3	4	5	Not Sure

11. Overall how satisfied is your organization with Ecobank? Please use a 5 point scale where 1 is “not satisfied” and 5 is “ very satisfied”

1	2	3	4	5	Not Sure
1	2	3	4	5	Not Sure

12. Overall, how easy is it to get help and support when you need it from the Ecobank Corporate Banking Team? Use a scale from 0 (very difficult) to 10 (very easy)

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

13. How likely are you to recommend Ecobank to other Colleagues? 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