Customer Insights

Customer Satisfaction Survey (CSS) study is one of the main research projects undertaken by HBL MfB once every two years. This research is necessary towards gaining knowledge and insights about how HBL MfB’s products operate and the way they are received in the marketplace. CSS is an essential tool that is used to evaluate whether HBL MfB’s products are fulfilling the clients’ needs to their satisfaction, understand the effects of the product on the client’s quality of life, identify any unfulfilled needs and determine changes/modifications to the existing products to make them more client-centric. It enables HBL MfB to compare the experiences of different client segments and check the effectiveness of the institution's client protection practices. It also allows HBL MfB to understand which clients are using its products and services, and how are they using the product i.e. use/purpose of loan and amount of loans in relation to demographic profiles. HBL MfB conducted a Customer Satisfaction Survey in 2015 using a quantitative questionnaire on a representative sample of 1,143 clients in 42 locations across its branch network. The survey was undertaken on clients of two products: Micro Pensioner Loans and General Purpose Loan. The results of the survey revealed positive feedback for HBL MfB’s product offering and service delivery. More than 80% clients reported that they were satisfied with the product features. Over 95% of clients surveyed stated that they would recommend HBL MfB to a friend or colleague. The survey results were used to further improve client experience.