2005/2006 BPR & LPD Customer Satisfaction Survey

This report takes a look at the importance of customer satisfaction for the success of a commercial institution.The report presents the results of the 2005 “Rural Credit Banks (BPR) Customer Satisfaction Survey”, the first national survey of customer satisfaction carried out by BPRs, with a parallel survey of “Village Credit Institutions” (LPDs) in Bali.The report argues that:

• Customer satisfaction is one of the most important factors for the growth and success of a commercial institution,
• Customer satisfaction measures the ability of the institution to deliver products and services that satisfy the customer and make them want to continue using the institution,
• Increase in customer satisfaction is an indicator of successful institutional development and a predictor of future success,
• In Indonesian microfinance, where competition is strong between institutional types, it is important for institutions to base their development on the preferences of customers.

The report is organized as follows:

• Chapter 1:
  • Summarizes the method used in the survey design and implementation,
  • Presents recommendations for future survey implementation and a brief selected bibliography.
• Chapter 2 presents key survey results:
  • An overview of BPR and BPR customer characteristics found in the survey sample,
  • The survey of active BPR customers, followed by key results for inactive customers.
• Chapter 3:
  • Presents summary conclusions and recommendations based on the BPR survey.
• Chapters 4 and 5:
  • Contain key survey results and conclusions, respectively, from the LPD survey.