Customer Feedback Form | Khushhali Microfinance Bank

Thank you for giving us the opportunity to serve you better. Please help us by taking a few minutes to tell us about the service you have received so far. We appreciate your business and want to make sure we meet your expectations.

Are you an existing customer:

Customer Name:

CNIC

Email Address:

Contact Number

Branch Name

Feedback on

Overall, how satisfied are you with the service you receive at KMBL

Descriptive feedback if any

Satisfaction with Branch Ambience, environment & Accessibility

Receive Proper Greetings :

Adequate Seating arrangements

Branch is Easily Accessible :

Drinking Water Availability :

Satisfaction with Bank Staff

Product knowledge/Product Disclosure :

Understanding of your needs :

Courtesy/Attitude/Helpfulness :

Fulfillment of Commitment :

Satisfaction with Bank Staff

Product knowledge/Product Disclosure

Understanding of your needs

Courtesy/Attitude/Helpfulness

Fulfillment of Commitment

Satisfaction with Product Disclosure

Bank charges were disclosed/ communicated timely & correctly

Copy of Key Fact Sheet was provided and read out

Gave enough time to read and/or explain T&C

Satisfaction with Product Selling

Repayment/Recovery Modes were explained

Satisfaction with Products & Services

Loan Processing Time

Mark Up Rate

Loan Limits

Flexibility of Loan Terms

Documentation Requirement

Transparency of Terms and Conditions

Flexibility of Loan Terms

Ease of Application Process

Communication and Updates During Processing

Convenience of Payment Method

Please rate your satisfaction with Contact Center Team based on your experience while registering Complaint.

Accessibility of Contact Center

Wait Time to Speak to Contact Center Agent

Greeting and listening

Politeness and Courtesy

Problem Solving / Identification Skill of Contact Center Agent

Hold Time

Knowledge and Expertise

Ease of Understanding Instructions

Professionalism

Empathy and Understanding

Professionalism of Staff

Effective Communication of Timeliness

Thoroughness of Investigation

Kept informed about complaint progress

Intimation of Complaint Resolution

Clarity of outcome communication

Complaint Resolution turnaround time

On a scale of 1-10 (1 being top) What would you rate KMBL for providing all relevant information about products & services in clear and simple manner?

On a scale of 1-10 (1 being top) What would you rate KMBL for being Fair & Honest with customers ?

On a scale of 1-10 (1 being top) What would you rate KMBL for providing all relevant information about products & services in clear and simple manner?

On a scale of 1-10 (1 being top) What would you rate KMBL for being Fair & Honest with customers ?

In case you face any issue, which of the following channels do you prefer to use to register your complaint?

24/7 Call Center: (051) 111 047 047

On a scale of 1-10 (1 being top) on what scale would you rate KMBL for visibility of complaint handling?

Do you have any suggestion for improvement?