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CUSTOMER SATISFACTION SURVEY 2025

Dear Sir or Madam, please take a few minutes of your time to complete the following questionnaire.

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SECTION 1: RESPONDENTS PROFILE

1

Age

Select one answer
2

Gender

Select one answer

SECTION 2: CUSTOMER SATISFACTION

3

Do you agree with these statements?

Select one answer in each row
4

What is the reason you chose to borrow from AFC?

Select one answer
5

How satisfied are you with AFC's loan products and services?

Select one answer

SECTION 3: LOAN PROCESSING EFFICIENCY

6

How would you rate the application process?

7

What challenges did you encounter in the loan process?

Select one or more answers
8

Were you informed on the status of your loan application throughout the process?

Select one or more answers
9

Do you receive your loan account statements on a monthly basis?

Select one answer
10

If "No" which mode of communication would you like to receive the statement?

Select one or more answers
11

Please give as your feedback on the loan statements based on the parameters below

Select one or more answers in each row
12

Have you used any AFC mobile banking platform?

Select one answer
13

How often do you use it

Select one answer
14

What features should be added?

15

What is the experience with the mobile banking platform?

SECTION 4: COMMUNICATION EFFECTIVENESS

16

Which communication channels do you prefer

Select one or more answers
17

How effective do you find AFCs communication channels?

Select one answer
18

Is the information provided by AFC clear and easy to understand?

Select one answer
19

How do you think we can improve our communication to customers?

SECTION 5: CUSTOMER SERVICE QUALITY

20

How would you rate the Customer Service you received?

Select one answer
21

Were your issues addressed?

Select one or more answers
22

Customer Satisfaction Score: How would you rate your overall satisfaction with our service

23

How likely are you to recommend AFC?

0 - Not at all likely,
10 - Extremely likely
Not at all likely
Extremely likely

SECTION 6: RECOMMENDATIONS FOR IMPROVEMENT

24

What recommendations do you have for AFC to enhance its services, products and interactions with customers?

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Thank you for your time and your feedback.

We are grateful you took time out of your day. Have a good Day!