SBI Branch Audit FY'2025-26

  • SBI Branch Incongnito FY'2025-26

  • Audit Slot (Time)*
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  • A. Discipline

  • Q1. Is branch working timings displayed prominently outside the branch?*

  • Note: For Question 2, 3, 4 and 5

    If above 70% available = Yes

    If 40-70% available = Partial

    If Less than 40% available = No

  • Q2. Whether staff are present at the counter at the time of opening/closing of the branch?*
  • Q3. Whether work handled at the respective counter is displayed properly?*
  • Q4. Are all the staff members wearing their ID cards?*
  • Q5. Are name plates of staff members displayed on their counters / desks?*
  • Q6. Is Hindi/Regional language being used to display information in the branch*

  • B. Ambience

  • Q7. Is there proper seating arrangement for the customers in the banking hall?*
  • Q8. Are the branch premises and washrooms neat and clean?*
  • Q9. Is separate toilet available in the branch for women customers?*
  • Q10. Is the drinking water facility available in the branch for customers?*
  • Q11. Is the lighting arrangement in the branch sufficient?*
  • Q12. Is the air conditioner in the branch effective?*
  • Q13. Is the ATM lobby attached to the branch clean?*
  • Q14. Is the air conditioner in the ATM lobby, attached to the branch, working?*

  • C. Information Dissemination

  • Q15. Is comprehensive Notice Board displayed at the branch?*
  • Q16. Are controllers’ contact numbers displayed on the notice board?*
  • Q17. Is Notice Board displayed in the branch for availability of Note & Coin Exchange facility? *
  • Q18. Are Contact Centre numbers displayed in the banking hall?*
  • Q19. Is Digital Signage Solution displayed at the branch?*
  • Q20. Is number of lockers vacant/available for allotment at branches displayed in the Banking Hall?*

  • D. Employee Behaviour

  • Q21. Are the staff courteous and supportive towards the customers?*
  • Q22. Whether Grahak Mitra is available in the Banking Hall?*
  • Q23. Whether Grahak Mitra is guiding the customers properly to the respective counters?*

  • E. Adherence to Accessibility Standards

  • Q24. Is facility of ramp available unrestricted from entry point to inside of the branch?*
  • Q25. Is wheelchair available in the branch for customers with disability?*
  • Q26. Are Handrails or Tactile guiding indicators available in the branch?*
  • Q27. Is Dedicated Counter for Customer with Disability/ Senior Citizen marked in the branch?*
  • Q28. Are icons or pictograms of various banking facilities visible in the Branch?*
  • Q29. Is facility of ramp available in ATM Lobby, if ATM is outside the branch premises?*
  • Q30. If ramp in ATMs is not available, are details of nearest ATMs equipped with ramp facility being displayed there?*
  • Q31. Is provision of Handrails or Tactile guiding indicators available from the entry point of the ramp, if ATM is outside the branch premises?*
  • Q32. Is keypad of ATM/ADWMs brail enabled?*
  • Q33. Is facility of Lift available if the branch is located at first floor?*
  • Q34. Is magnifier available in the branch? (Please ask for magnifier at any of the counters in the branch to find out the answer)*

  • F. Operations

  • Q35. Whether SWAYAM is functioning?*
  • Q36. Whether customers themselves are using SWAYAM machine?*
  • Q37. Is ATM/CDM Machine, attached to the branch, functioning?*
  • Q38. Is the cheque deposit machine available in the branch?*
  • Q39. Is the cheque deposit machine working in the branch?*

  • G. Feedback

  • Q40. Whether staff are requesting customers to submit NPS feedback after completion of the transactions?*
  • Q41. Is QR code for submission of NPS feedback available in the branch?*
  • Q42. Is the QR Code easily visible and accessible in the branch for customers?*
  • Q43. Is the Branch Manager accessible to the customers?*
  • Date of Visit*
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  • Should be Empty: