Transcript Slide 1
Customer Satisfaction Survey and Client Exit Monitoring Survey Customer Satisfaction Survey • PURPOSE To help determine if clients are still happy with the products and services of PBC To address the emerging needs of the clients To enhance or improve the different products offered To improve the delivery of services THE CUSTOMER SATISFACTION SURVEY TOOL FRIEND staff conducts the Customer Satisfaction Survey (CSS) Conducted every 6 months Requires atleast 30 randomly chosen clients from the branch are interviewed Results are presented to the branches, board during meetings and during annual general meeting with the clients PBC aims to achieve a result of 80% very satisfied clients Customer Satisfaction Survey Results Satisfaction 2008 2009 Level 2010 1st Half 2011 2nd Half 2011 1st Half 2012 2nd Half 2012 Not Satisfied 2% 0.2% 3.2% 1% 1% 2% 2% Satisfied 30% 21.4% 23.4% 31% 48% 34% 44% Very Satisfied 68% 78.4% 73.4% 68% 51% 64% 54% Total No. of Respondents 6,287 2,758 665 972 447 1,349 1,057 Sample feedback from Clients • On Staff – Approachable – Moody • On PBC Services – Fast processing of loans – Service fee is high • Suggestion for Staff – Longer periods in between reshuffling of Development Officers • Suggestion for PBC – To develop an individual loan in their microfinance program Client Exit Monitoring Survey • PURPOSE To improve the client retention performance of PBC THE CLIENT EXIT MONITORING SURVEY TOOL FRIEND staff conducts the Client Exit Monitoring Survey FRIEND staff randomly chooses clients who left the institution Results are presented to the branches, board during meetings and during annual general meeting with the clients Client Exit Monitoring Top Reasons Why Clients Leave 1. Tapal System 2. Transferred to other MFIs Family Influenced Members to Leave 3. Wanted to Rest 4. Conflict in Meeting Schedules 5. Problem with Co-Members Problem with Staff No. of Respondents = 126 24% 12% 12% 10% 7% 6% 6% Number of Clients who Exited by Loan Cycle 35 30 25 20 No. of Clients 15 10 5 0 1 2 3 4 5 6 7 8 9 10 11 12 15 19 20 Loan Cycle PABK Monthly Drop-Outs & Annual Drop-Out Rate Month 2009 2010 2011 2012 January 350 290 325 281 February 315 295 333 311 March 401 179 354 271 April 312 282 403 358 May 395 300 325 318 June 371 377 274 220 July 349 457 244 270 August 305 425 196 249 September 358 385 445 225 October 355 362 261 215 November 250 353 238 171 December 173 243 137 126 3,934 3,948 3,535 3,015 Total #Members At EO Year 35,168 37,517 40,507 40,739 Drop-Out Rate 10% 9.5% 8.0% 6.9% Total Dropped Costs • Initial cost: training of FRIEND Staff • Travel or transportation costs • Printing of materials Challenges • Staff buy-in • Client Exit: Tracing or locating of clients who left PBC MARAMING SALAMAT