the CSS. Its design was in- spired by the experience of the SPM chair, answering an instant customer survey of one of th
APRIL 2014
VOLUME 5 ISSUE 1
the official newsletter on MCPI’s SPM Advocacy
IN THIS ISSUE
Peoples Bank of Caraga listens to Members: Customer Satisfaction Survey
Peoples Bank of Caraga listens to Members1: Customer Satisfaction Survey By: Rose V. Rivera
Background Operating in southern Philippines, Peoples Bank of Caraga (PBC), formerly known as Rural Bank of Talacogon, was established as a for-profit rural bank in 197. It changed into its present name in 1996 to attribute the success of the bank to its clients. It was in 1998 when PBC integrated microfinance into the bank’s services. It operates in four regions, 11 provinces, 92 municipalities and 1,095 villages; with 12 branches and 21 microfinance banking offices (MBOs).
Table 1: Key performance indicators of Microfinance Program Area/ Year
2010
2011
2012
2013
Clients
41,177
42,419
43,047
43,951
Loan portfolio (US$)
9,019,553
10,121,699
10,053,430
10,230,264
Savings clients
53,760
57,192
60,255
60,569
Savings portfolio (US$)
3,224,379
3,250,513
3,634,610
4,009,829
PAR% (
