1. Customer Satisfaction Survey and Client Exit Monitoring Survey

2. 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

3. 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

5. 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

6. Client Exit Monitoring Survey PURPOSE  To improve the client retention performance of PBC

7. 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

12. Costs Initial cost: training of FRIEND Staff Travel or transportation costs Printing of materials

13. Challenges Staff buy-in Client Exit: Tracing or locating of clients who left PBC

14. MARAMING SALAMAT