Customer Satisfaction Survey and

Client Exit Monitoring Survey

Customer Satisfaction Survey

• PURPOSETo 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

Satisfaction Level 2008 2009 2010

1st Half 2011

2nd

Half 2011

1st

Half2012

2nd

Half2012

NotSatisfied 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 1,349 1,057 2,758 665 972 447

Customer Satisfaction Survey Results

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

• PURPOSETo 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 Monitor ingTop Reasons Why Clients Leave

1. Tapal System 24%2. Transferred to other MFIs 12%

Family Infl uenced Members to Leave 12%3. Wanted to Rest 10%4. Confl ict in Meeting Schedules 7%5. Problem w ith Co-Members 6%

Problem w ith Staff 6%

No. of Respondents = 126

0

5

10

15

20

25

30

35

1 2 3 4 5 6 7 8 9 10 11 12 15 19 20

Number of Clients who Exited by Loan Cycle

No. of Clients

Loan Cycle

Month 2009 2010 2011 2012J anuary 350 290 325 281February 315 295 333 311March 401 179 354 271Apr il 312 282 403 358May 395 300 325 318J une 371 377 274 220J uly 349 457 244 270August 305 425 196 249September 358 385 445 225October 355 362 261 215November 250 353 238 171December 173 243 137 126Total Dropped 3,934 3,948 3,535 3,015Total #MembersAt EO Year 35,168 37,517 40,507 40,739

Drop-Out Rate 10% 9.5% 8.0% 6.9%

PABK Monthly Drop-Outs & Annual Drop-Out Rate

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