Nationwide Customer Satisfaction Survey

As a policy for quality, LANDBANK measures its ability to deliver quality products and services to effectively address the needs and meet the expectations of customers. Thus, for a three-year period, or from 2018 to 2020, LANDBANK commissioned the services of a third party research firm, The Nielsen Company (Philippines), Inc., for the conduct of a Nationwide Customer Satisfaction Survey (NCSS) of different customer segments such as agrarian reform beneficiaries, depositors, and customers of the Bank’s lending, e-banking, treasury, and trust banking. By using various survey methods, i.e., face-to-face interviews and online and digital surveys, the NCSS intends to capture customer sentiments and measure the overall customer satisfaction level regarding the delivery of the Bank’s various products and services. Results of the survey serve as bases for continuous customer service and corporate improvement initiatives, as well as business growth for LANDBANK. In 2019, NCSS surveyed 3,506 randomly selected customer-respondents from the branch, lending units, agrarian services, treasury, and trust banking operations. The result of the survey showed an overall customer satisfaction rating of 95.35%. The annual customer satisfaction survey results are submitted to the LANDBANK Management Committee and Board of Directors as part of the Bank’s commitment to listen to the voice of the customer and in compliance with the performance agreement and client satisfaction measurement required by the Governance Commission on GOCCs and the Anti-Red Tape Authority, respectively.