1. Market Research report Money Transfer 5.0 1

2. Products and service categories Speed Post International Parcel Post Express Parcel Post Postal Life Insurance Post Office Savings Bank Money Transfer Business Mail 5.0 2

3. Money Transfer 5.0 3 Business Success Loyalty Perception & Attitudes Transactions & Experiences

4. Customer satisfaction framework Loyalty Behavioural Attitudinal Perception Overall experience Fees charged Value Fast and reliable Wide network Safe 5.0 4

5. Customer experiances Overall procedure and documentation Time taken Tracking Post office Post office staff Complaint handling 5.0 5

6. Customer satisfaction Index Overall 62 North-72 East- 57 West- 62 south- 56 CSI for each Type of service All - 62 EMO - 61 International – 70 iMO-64 MO Videsh - 63 5.0 6

7. Overall perception 5.0 7 AllNorthEastWestSouth Quality5261464750 Value5061345150 Price9193819296

8. 5.0 8 Quality of service AllNorthEastWestSouth Time taken 5269394746 Tracking53--6341 PO experience 5370434845 Staff4661384436 Complain t handling 19

9. Index determining customer loyalty Time taken for remittance - 33% Post office staff - 32% Procedure & documentation - 27% Post office- 8% 5.0 9

10. Expectations of customers 5.0 10 Procedure- reduce time for transaction Staff – helpful, responsive, knowledge, politeness Post office – availability of forms, cleanliness, Q management, adequate staff, timings, ease of procedures,

11. Reasons for using MO Delivers at home26% Safe and reliable47% Easy process28% Cheap service21% Speedy service15% Receiver don’t have bank account 12% Others4% 5.0 11

12. Reasons for using Banks transfers Can send high amount34% Transfer 34% Speed 32% Safe 13% Easy process 16% Other 55 5.0 12

13. Recommendations 5.0 13 Training - Soft skills Technical knowledge Educate and guide customers as base population is from socio- economic section Time lines for remittance Create awareness of amount that can be sent Acknowledgements for iMO SMS Convenient timings