Client Satisfaction SurveyClient Exit Survey

byAl Majmoua, Lebanon

June 8, 2013SPTF Networks Meeting

Client Satisfaction Survey

28 questions Conduct surveys and analysis in 2013 Make necessary adjustments in 2014

Conducted mainly by R&D team (3 people) 100 interviews / month 10 minutes 20% of R&D team’s time

Method By Phone By Visit

Category Micro-entrepreneur

loan

Worker loan Group loan SME loan

Sub-Category

New clients

Old clients

New clients

Old clients

New clients

Old clients

New & old

Sample size 10% 10% 10% 10% 10% 10% 100%

3,061 clients

200 clients

New clients > 3 cyclesOld clients < 3 cycles1 cycle = 6 - 24 monthsME / WorkerGroup Loans: $900 – 1500SME Loans: $6500 – 7000

Questions

1. Did our loan advisor give you clear & sufficient information on the process and the credit?

2. When filling the application form, were the explanations clear? Did it take time to fill it?

3. Last time you came to the branch, how did you find the procedure of disbursement at the branch?

4. How did you find the disbursement procedure at the branch? Did it take time?

5. How many minutes did it take you to arrive to the branch?

6. How was the reception when you entered the branch?

7. Did you wait? How long did you wait before someone/a staff assisted you?

8. Last time you had to repay the loan, where did you repay your loan?

9. Does the repayment outlet provide convenient opening hours to you?

10.Did you wait? How long did you wait before someone/a staff assisted you?

11.Was the repayment process quick (except waiting time)?

12.Did the staff serve you well there?13.Would you like to add a comment in this

regard?

14.How frequent does our loan advisor visit you? 15.Do you face difficulty in contacting the loan

advisor? 16.Does the loan advisor do an effort to respond

to your needs and solve your problems?

17.For Group Loans, to what extent are you satisfied with the characteristics of your Group Loan?

18.What are the reasons of the satisfaction / dissatisfaction?

19.To what extent are you satisfied with the characteristics of your credit? Does it serve your needs?

20.Why? How Al Majmoua can improve its products and services to better suit your needs?

21.Are you dealing with or thinking of dealing with another financial institution?

22.Which one? For what reasons?

23.Have you dealt with another financial institution before?

24.Which one? For what reasons?25.Why did you leave it?

26.Which financial institution would you recommend?

27.For what reasons?

28.Would you like to add anything else that we did not cover in our discussion?

Client Exit Survey

9 questions Conduct surveys and analysis in 2013 Make necessary adjustments in 2014

Conducted by R&D team, Field Controller, Call Centre

5 minutes

428 clientsNew clients > 3 cyclesOld clients < 3 cycles1 cycle = 6 - 24 months

Method By Phone By Visit

Category Micro-Entrepreneur loan

clients

Group loan clients

Group loan clients

Sub-Category

New clients

Old clients

New clients

Old clients

Old clients with =<10 days overdue

Sample size 9% 9% 9% 9% 100%

Questions

1. Did anyone from Al Majmoua contact you recently?

2. Are you interested in renewing your loan?3. When?4. When is the suitable time for the LA to contact

you? 5. How would you prefer the LA to contact you?

Questions

6. What are the main reason to quit Al Majmoua or what are the main problems you encountered ?

• Reasons related to the product and procedure

• Specific reasons about group leading• Reasons related to the clients’ business

Questions

7. Are you intending to or cooperating with another financial institution?

8. Have you dealt with another financial institution before?

9. Would you advise anyone to ask for a loan to Al Majmoua?

Challenges

Sometimes clients talk too much and it takes time

Visit survey is not programmed and does not find the clients

Controllers have audit survey (20 minutes) Controllers have their own objectives and

point of view MIS in transformation