Objective

1) To Assess Customer Satisfaction Across the Customer Lifecycle

2) To identify key areas of improvement.
3) To evaluate product effectiveness (By using case studies)
4) To measure the effectiveness of customer support system (Grievance analysis)

Note: Explanation is mentioned at last.

Sections and Questions

(These questions are reference questions to understand the dimensions)

Section 1: Personal Details

Name (Short Answer)

Age (Short Answer)

Gender (Multiple Choice: Male, Female, Other)

Location (Short Answer)

Loan Type (Multiple Choice: MSME Loan, Personal Loan, Other)

Loan Amount (if applicable) (Short Answer)

Number of Loan Cycles with Annapurna Finance (Short Answer)

Section : Reliability

1. How would you rate the accuracy of the information provided by Annapurna Finance
regarding loan terms and conditions?

2. How ease do you find Annapurna Finance’s services (e.g., timely loan disbursement and
follow-up support)? Can compare with (CES)

3. How would you rate the consistency of services provided by Annapurna Finance?

4. How satisfied are you with the accuracy and timeliness of updates about your loan status?

5. How well do you feel Annapurna Finance keeps its promises regarding service delivery?
Section 2: Assurance

1. How confident do you feel in the security of your personal and financial information with
Annapurna Finance?

2. How knowledgeable and competent do the staff at Annapurna Finance appear when
explaining products and services?

3. How safe and secure do you feel when interacting with Annapurna Finance’s services?

4. To what extent do you trust Annapurna Finance to act in your best interest?

5. How would you rate the professionalism of Annapurna Finance staff during your
interactions?

Section 3: Responsiveness

1. How promptly does Annapurna Finance respond to your inquiries or requests?

 2. How satisfied are you with the support you receive when reaching out with a concern or
question?

3. How quickly are issues resolved by the staff at Annapurna Finance?

4. How accessible are Annapurna Finance’s customer service representatives when you need
assistance?

5. How would you rate the responsiveness of Annapurna Finance to your overall needs?

Section 4: Tangibles

1. How would you rate the physical facilities (e.g., branch offices) of Annapurna Finance in
terms of cleanliness and accessibility?

2. How modern and professional do Annapurna Finance’s equipment, technology, and

digital platforms (website or app) appear?
 3. How satisfied are you with the availability of clear documentation, such as loan
agreements and terms, provided by Annapurna Finance?

4. How would you rate the overall physical appearance and presentation of Annapurna
Finance’s facilities and staff?

Section 5: Empathy

1. How well does the staff at Annapurna Finance understand and address your specific
financial needs?

2. To what extent do you feel that Annapurna Finance’s staff are genuinely interested in
helping you succeed?

3. How approachable and friendly are the representatives of Annapurna Finance?

4. How well does Annapurna Finance take into account your unique circumstances when
providing assistance or advice?
 5. How satisfied are you with the level of personal attention you receive from Annapurna
Finance?

Additional Sections

Customer Effort Score (CES)

How easy was it to complete your recent transaction or resolve an issue with Annapurna
Finance?
Scale: 1 = Very Difficult, 5 = Very Easy

Net Promoter Score (NPS)

On a scale of 0-10, how likely are you to recommend Annapurna Finance to a friend or
colleague?

Open-Ended Feedback

1. What did you find most helpful about Annapurna Finance’s services?
 2. Is there any part of the service that you feel could be improved?

3. Do you have any additional comments or suggestions for us?

Key Indicators

1. Reliability KPIs

Accuracy of Information (Question 1): Average rating for the accuracy of information regarding
loan terms and conditions.

Dependability (Question 2): Average rating on how dependable Annapurna Finance’s services
are.

Consistency (Question 3): Average rating for service consistency.

Update Accuracy and Timeliness (Question 4): Average rating for the accuracy and timeliness of
loan status updates.

Promise-Keeping (Question 5): Average rating for whether Annapurna Finance keeps its
promises.
Reliability KPI: Calculate the average score across all Reliability questions to determine the
overall reliability performance.

2. Assurance KPIs

Security Confidence (Question 1): Average rating on the confidence in the security of personal
and financial information.

Staff Knowledge and Competence (Question 2): Average rating on staff knowledge and
competence.

Safety and Security (Question 3): Average rating on how safe customers feel when interacting
with Annapurna Finance.

Trustworthiness (Question 4): Average rating on the level of trust in Annapurna Finance.

Professionalism (Question 5): Average rating for staff professionalism.

Assurance KPI: Average score across all Assurance questions to capture customers’ sense of
safety, trust, and professionalism in the service.

3. Responsiveness KPIs
Response Promptness (Question 1): Average rating on promptness of responses to inquiries or
requests.

Support Satisfaction (Question 2): Average rating for satisfaction with customer support.

Issue Resolution Speed (Question 3): Average rating on the speed at which issues are resolved.

Customer Service Accessibility (Question 4): Average rating on the accessibility of customer
service representatives.

Overall Responsiveness (Question 5): Average rating for overall responsiveness to customer
needs.

Responsiveness KPI: Average score across all Responsiveness questions, representing the
effectiveness and efficiency of customer support.

4. Tangibles KPIs

Facility Cleanliness and Accessibility (Question 1): Average rating on the quality and
accessibility of physical facilities.

Modernity of Equipment and Digital Platforms (Question 2): Average rating for the quality of
equipment and digital presence.

Effectiveness of Informational Materials (Question 3): Average rating on how well informational
materials support customer understanding.
Clarity of Documentation (Question 4): Average rating on the clarity of documentation, such as
loan agreements.

Appearance and Presentation (Question 5): Average rating for the physical appearance and
presentation of facilities and staff.

Tangibles KPI: Average score across all Tangibles questions, providing insight into the quality
and professionalism of physical and digital assets.

5. Empathy KPIs

Understanding Financial Needs (Question 1): Average rating on how well staff understand
specific customer needs.

Genuine Interest in Customer Success (Question 2): Average rating on staff’s interest in helping
customers succeed.

Approachability and Friendliness (Question 3): Average rating for approachability of customer
service representatives.

Consideration of Unique Circumstances (Question 4): Average rating for taking unique customer
circumstances into account.

Personal Attention (Question 5): Average rating on the level of personal attention provided.
Empathy KPI: Average score across all Empathy questions, capturing the level of personalized
service and care shown to customers.

Additional KPIs

1. Customer Effort Score (CES):

Ease of Interaction: Average CES score from the question, “How easy was it to complete your
recent transaction or resolve an issue?” This KPI reflects how seamless and user-friendly the
service interactions are.

2. Net Promoter Score (NPS):

Customer Loyalty: Calculate the NPS based on the question, “How likely are you to recommend
Annapurna Finance to a friend or colleague?” This is done by subtracting the percentage of
detractors (scores 0-6) from the percentage of promoters (scores 9-10).

3. Complaint/Grievance Resolution:

Resolution Satisfaction: Collect data on complaints and resolution effectiveness by measuring

how quickly and effectively complaints were resolved. This can be tracked as the percentage of
resolved complaints and average customer satisfaction with complaint resolution.
 4. Open-Ended Feedback:

Qualitative Insights: Analyze the open-ended responses to identify recurring themes, pain points,
or positive experiences that can provide deeper insights into areas of satisfaction and
improvement.
Quant techniques
Explanation

Objective 1: Assess Customer Satisfaction Across the Customer Lifecycle

Each section of the SERVPERF-based questionnaire evaluates satisfaction across different

dimensions of the customer experience, capturing satisfaction at various stages in the lifecycle
(e.g., application, disbursement, post-service).

1. Reliability (Questions ): Assesses satisfaction with the consistency and dependability of

Annapurna’s services, which is crucial at every lifecycle stage—particularly during loan
application and updates on loan status.

2. Assurance (Questions): Measures confidence and security, particularly during

onboarding, interactions, and post-service support, reflecting lifecycle phases where trust
and professionalism are critical.

3. Responsiveness (Questions): Directly evaluates support response time and accessibility,

essential for stages involving inquiry, issue resolution, or follow-up.

4. Tangibles (Questions 1-5): Evaluates physical and digital assets’ appearance and
professionalism, important during branch visits, application stages, and customer support
interactions.

5. Empathy (Questions 1-5): Measures the level of personalized care and understanding
across the customer journey, from the first interaction through post-loan support.

Additional Sections:
Customer Effort Score (CES): Measures ease of interaction at each lifecycle stage, giving
insights into friction points.

Net Promoter Score (NPS): Assesses overall satisfaction and loyalty, summarizing the
cumulative effect of all lifecycle stages.

Objective 2: Identify Key Areas of Improvement

To pinpoint improvement areas, each SERVPERF section provides insights into specific
dimensions, highlighting gaps in customer experience and guiding targeted actions.

1. Reliability: Low scores in questions about accuracy or timeliness may indicate a need to
improve loan updates or disbursement processes.

2. Responsiveness: Low scores in response time and accessibility can highlight areas to
enhance customer support capabilities.

3. Complaint/Grievance Analysis (part of Responsiveness): Identifies service breakdowns

and helps refine resolution processes.

4. CES: High customer effort scores reveal interactions where streamlining or automation
may be beneficial.

Open-Ended Feedback:

Provides qualitative insights into specific service areas needing improvement, based on direct
customer feedback, and can inform specific action plans.
Objective 3: Evaluate Product Effectiveness (Using Case Studies)

To evaluate product effectiveness, case studies can leverage data from product-related questions
across the SERVPERF dimensions, especially for analyzing satisfaction with specific product
attributes.

1. Tangibles: Questions related to digital platforms and informational materials evaluate

product usability and clarity, helping to understand if customers find products easy to
understand and access.

2. Empathy: Personalized attention and understanding from staff can indicate if products
align with customers' financial needs.

Case Study Approach:

Conduct in-depth case studies on specific product types or customer segments to interpret how
well products perform across dimensions, providing deeper insights on product satisfaction
through real-life experiences.

Objective 4: Measure the Effectiveness of the Customer Support System

The Responsiveness, Assurance, and Empathy dimensions, along with the CES and open-ended
feedback, provide a comprehensive view of customer support effectiveness.

1. Responsiveness: Questions on accessibility and resolution speed measure support system

effectiveness in handling inquiries and complaints.
 2. Assurance: Staff competence and professionalism reflect customer confidence in the
support provided, showing whether the support team can address complex queries
effectively.

3. Empathy: Indicates how well customer support personnel address individual customer
needs, crucial for handling personalized issues.

4. CES: Captures how easy it is for customers to navigate the support system.
Open-Ended Feedback:

Allows customers to describe specific support experiences, highlighting strengths and areas
where the support team may need further training or resources.