Case Study

Peoples Bank of Caraga in Philippines Listens to Members: Customer Satisfaction Survey

Lessons on improving the effectiveness of the survey tool in relation to SPM Universal Standards

This case study provides a practical overview on the process of developing and implementing the Client Satisfaction Survey of the Peoples Bank of Caraga, Inc. The case also provides recommendations on improving the effectiveness of the Customer Satisfaction Survey tool in relation to the Universal Standards for Social Performance Management, and some general lessons for practitioners.

This case study has been written with a specific audience in mind: microfinance providers who seek to improve their practice in relation to specific standards of the Universal Standards for Social Performance Management.

About this Publication

By Rivera, R.