Nationwide Customer Satisfaction Survey (2020)

In pursuit of its policy for quality, LANDBANK measures its ability to deliver products and services that effectively address the needs and meet the expectations of customers. Thus, for a period of three years from 2018 to 2020, LANDBANK commissioned the services of a third-party research firm, The Nielsen Company (Philippines), Inc., to conduct a Nationwide Customer Satisfaction Survey (NCSS) among different customer segments such as depositors and clients of the Bank’s lending, e-banking, treasury, and trust banking units. By using face-to-face interviews and online surveys, the NCSS intended to capture customer sentiments and measure the overall customer satisfaction level regarding the delivery of the Bank’s various products and services. However, with the COVID-19 situation in 2020, telephone interviews were adopted as the main methodology as a safety precaution for both the interviewers and interviewees. The results of the survey served as bases for continuous customer service and corporate improvement initiatives, as well as business growth for LANDBANK. In 2020, NCSS surveyed 2,280 randomly selected customer-respondents. The result of the survey showed an overall customer satisfaction rating of 90%. The annual customer satisfaction survey results are submitted to the LANDBANK Management Committee and the LANDBANK 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.