Moin Asghar Shinwari

Suggestions/ Recommendations of the Survey: After conducting the Customer Satisfaction Survey for Housing Incremental Loan 2019, the following suggestions are here for the bank to have a look and do what really can bring improvements. 1: After the analysis, the survey shows that more than 74% of the respondents have heard from their friends and family regarding FMFB-A for the first time, it recommends that the bank needs to introduce various marketing approaches like social media marketing, search engine marketing, content marketing, cause-related marketing, etc., it means that the bank should not solely depend on the word of mouth marketing, and therefore target its customers with various tools of marketing. 2: As the survey shows that the respondents have marked the ease of loan application and interest rates very high in all of the aspects of FMFB-A loan, so the bank needs to make it better and alongside it, the bank needs to bring improvements in other aspects of the loan. 3: The survey shows that 20% of the customers were not happy regarding the aspects related to FMFB-A loan, so we recommend that the bank shall take actions to turn those dissatisfied customers into satisfied and loyal ones. 4: The survey recommends that the bank needs to invest in the brand positioning to trigger the minds of the customers with positive vibes as some of the respondents have stated that they have not recommended FMFB-A products to others. 5: Although, the first impression of the customers was positive regarding FMFB-A, still there were some customers that bank has not turned their first impression in a positive shape, for turning this negative state of mind of the customers into the positive impression, the survey recommends that the bank need to invest in corporate social activities alongside it offering them unique benefits and it will help the bank to have positive impressions regarding the brand FMFB-A. 6: The survey recommends that the bank need to invest its resources in both customer service and as well as in speeding up the loan approval time. As some of the customers were not happy with the mentioned aspects of FMFB-A. 7: The survey recommends that the bank needs to know and figure out the economic situations of the customers as some of the customers were not happy with the higher interest rates of the bank. 8: The survey recommends that the bank needs to have strong control over its employees as some of the customers have felt bad while they were asked for extra charges apart from the actual interest rates. 9: The bank needs to invest in the mobile banking or E-Banking as most of the respondents have wished to use the mentioned facility and it will help the bank to track its records with ease and as well as the bank will be able to have the bunch of loyal and happy customers as it will save the time and energy of the customers. 10: The survey recommends that the bank needs to bring ease for the customers while they are repaying their loans, as some of the customers were not happy in this regard with the bank. 11: The survey strongly recommends that FMFB-A should help its customers while they are having repayment problems as it was reported by some of the customers that the bank did not help them while they were having repayment problems. 12: FMFB-A loan was perceived by some of the customers as a burden for them and their families, the bank needs to focus on this issue that why the customers feel negative regarding FMFB-A loan. 13: Although the set of the customers was happy with the current loan features some customers have marked these features as unfavorable for them so, the survey recommends that the bank should strongly focus that what is going wrong with the features of the current loan. 14: Although there were more than 75% of the customers who have acquired other products of FMFB-A apart from their current loan, as well as there was a set of customers who have not acquired it in the past 12 months so, the survey recommends to focus on this area that what the problem is. 15: The survey recommends that the bank needs to widen its products categories, make the interest rates better, the specific type loan was available and as well as to work on appropriate and beneficial loan terms as these were the major reasons that the customers have chosen other institutions instead of FMFB-A and it will help the bank to have more and more customers and enjoy the great number of revenues. 16: Although there were the customers who have expressed that they keep their cash savings with FMFB-A but some of them have stated that they keep it with other institutions, so the survey recommends that the bank should follow up the issue that what causes the customers that they keep their cash savings with other institutions. 17: More than 70% of the customers have stated that there is no product or service that they are interested in avail it with FMFB-A so, the survey recommends that the bank need to introduce and widen its product categories so that it grabs the interest of the customers and it will help the bank to widen its customers base and it will maximize the revenues of the bank. 18: Although more than 60% of the respondents have expressed their willingness to continue with FMFB-A by using its products so, the survey recommends that the bank needs to know the reasons that why some of the customers have not expressed their willingness to continue using FMFB-A products. 19: As the most number of the customers have stated that the best way to contact them would be to telephone so, the survey suggests that the bank needs to bring on some more innovations to enable them to contact FMFB-A with more ease. .