Client Satisfaction Survey Client Exit Survey by Al Majmoua, Lebanon June 8, 2013 SPTF 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

MethodBy PhoneBy Visit CategoryMicro- entrepreneur loan Worker loanGroup loanSME loan Sub- Category New clients Old clients New clients Old clients New clients Old clients New & old Sample size10% 100% 3,061 clients200 clients New clients > 3 cycles Old clients < 3 cycles 1 cycle = months ME / Worker Group Loans: $900 – 1500 SME 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 clients New clients > 3 cycles Old clients < 3 cycles 1 cycle = months MethodBy PhoneBy Visit CategoryMicro- Entrepreneur loan clients Group loan clients Sub- Category New clients Old clients New clients Old clients Old clients with =<10 days overdue Sample size9% 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