General Subject Information
Occupation.............................. Name.................................
Loan Type .............................. Age....................................
[Put a tick (√) mark on the options you think suit your thoughts the best.]
1) Customers get the loan within the expected time:
Strongly Agree
Agree
Neither
Agree/Disagree
Disagree
Strongly
Disagree
1
2
3
4
5
2) Customers get the amount of loan they expected:
Strongly Agree
Agree
Neither
Agree/Disagree
Disagree
Strongly
Disagree
1
2
3
4
5
3) Customers are pleased at the BSSOs’ attitude and politeness:
Strongly Agree
Agree
Neither
Agree/Disagree
Disagree
Strongly
Disagree
1
2
3
4
5
4) Customers feel the BSSOs’ are honest and clear about product presentation:
Strongly Agree
Agree
Neither
Agree/Disagree
Disagree
Strongly
Disagree
1
2
3
4
5
5) Customers feel that BBL offers reasonable interest rates:
Strongly Agree
Agree
Neither
Agree/Disagree
Disagree
Strongly
Disagree
1
2
3
4
5
6) Customers think that BBL’s loan documentation procedure is simple:
Strongly Agree
Agree
Neither
Agree/Disagree
Disagree
Strongly
Disagree
1
2
3
4
5
7) Customers feel that the necessity of a personal guarantee for Loans is reasonable:
Strongly Agree
Agree
Neither
Agree/Disagree
Disagree
Strongly
Disagree
1
2
3
4
5
8) What feature of the competitors’ product made the customer feel like shifting to the
Competitor?
Lower interest
rate
1
Less strict
eligibility
assessment
2
Higher loan
amount
Simpler
Documentation
Quicker
Approval
3
4
5
9) Customers feel the loan processing and delivery time should be reduced:
Strongly Agree
Agree
Neither
Agree/Disagree
Disagree
Strongly
Disagree
1
2
3
4
5
10) Customers think that the maximum amount of loan offered should be increased:
Strongly Agree
Agree
Neither
Agree/Disagree
Disagree
Strongly
Disagree
1
2
3
4
5
11) Customers think that the maximum tenor of the loans should be increased:
Strongly Agree
Agree
Neither
Agree/Disagree
Disagree
Strongly
Disagree
1
2
3
4
5
12) Customers feel the personal guarantor requirement be cancelled:
Strongly Agree
Agree
Neither
Agree/Disagree
Disagree
Strongly
Disagree
1
2
3
4
5