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Providing Customers a Satisfying Banking Experience

Customer satisfaction is an important factor in measuring the success of one’s institution. It enables the institution to earn the trust and patronage of its clientele, and helps the same in promoting its brand/business. More importantly, it makes possible for the institution to remain on lead in the competition. Aiming at achieving these essential organizational goals, FICOBank is, and will always be, resolute toward an excellent customer service.

Based on its in-depth study on customer satisfaction, covering the period of January 2 to October 31, 2018, an overall customer satisfaction rating of 99.79% on the Bank’s service delivery of its loan products was recorded. This was based on the number of repeat transactions, the key to a successful business operation of the Bank.

On a per-product basis, almost all borrowers who have availed, then re-availed, themselves of the Bank’s Check Rediscounting Line, Standby Credit Line, Jewelry Loan and Masaganang Ani Loan were evidently satisfied, with customer satisfaction ratings at 99.98%, 99.94%, 99.87% and 99.23%, respectively. It is noteworthy to mention as well that 11 out of the 19 loan facilities of the Bank got a desirable customer satisfaction rating of above 90%.

Repeat transaction is important because it shows that the customers are happy with the salient features, distinctive packaging and reliable delivery of the Bank’s loan products. As such, they always wanted to continue transacting with the Bank. And, with satisfied customers, there is no more need to persuade them to patronize the business of the Bank again, and again.

True to form, the Bank indeed lives up to its commitment of providing its customers a satisfying banking experience.





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