"Training Needs Analysis (TNA) Survey for Enhancing Operational Efficiency of Customer Service Associate"

1. Do you have clarity on your daily responsibilities and expected outcomes?

• Yes, always
• Mostly
• Sometimes
• No, needs clarity

2. How comfortable are you with handling customer complaints independently?

• Very comfortable
• Somewhat comfortable
• Prefer to escalate to senior
• Not comfortable at all

3. How often do system errors or technical issues disrupt your work?

• Rarely
• Sometimes
• Frequently
• Almost daily

4. Do you feel workload distribution at your branch is balanced?

• Yes, well-distributed
• Somewhat balanced
• Not balanced, uneven workload
• Heavily skewed, needs attention

5. Which department do you feel requires the most training support?

• Cash Management
• Account Opening & KYC Compliance
• Loan Section
• Digital Banking Services
• Customer Handling & Soft Skills

6. What is the most time-consuming task in your current role?

• Customer interactions
• System entries and documentation
• Approvals and follow-ups
• Verifying documents and compliance

7. How would you rate your understanding of core banking software (e.g., Finacle, CBS)?

• Excellent
• Good
• Average
• Poor

8. How confident are you in performing your day-to-day banking tasks?

• Very confident
• Confident
• Somewhat confident
• Need support regularly

9. Do you feel classroom training should be based on case study to understand the topic and circumstances?

• Yes
• No
• Theory
• Both theory and case study

10. Do you feel your current knowledge and skills are adequate for your role?

• Yes
• No
• Partially