SPM & CLIENT SATISFACTION SURVEY

LIDER, B&HOctober, 2013

LIDER Portfolio Structure

LIDER 30/09/2013 Number % Value USD %

Number of clients - total 4502       

Portfolio outstanding - total     11.482.361 8.029.623  

Urban clients 2182 48.47% 5.554.117 3.883.998 48,35%

Rural clients 2320 51.53% 5.928.244 4.145.625 51,65%

Women 1612 35.81% 4.042.921 2.827.217 35,2%

Youth 713 15.84% 1.847.881 1.292.224 16,09%

LIDER Loan ProductsKey Loan Products

(included into research)

Minimum Amount

Maximum Amount

Average Loan

Amount in LIDER

Average Loan

Amount in LIDER

Average Loan

Amount in LIDER

BIZ

$345 $3,458 $2,514

$4,215

$3,995

Entrepreneurs, registered and non-

registered

SUPER

$3,800 $6,915 $5,917Registered companies and proprietorships

AGRO $692 $6,915 $3,555  

Agriculture loans

DOM

$692 $6,915 $3685    Home improvement loan

LIDER Portfolio Structure

LOAN PRODUCT CATEGORY Number %

Business 1976 43,89%

Housing 1398 31,05%

Consumer 1128 25,06%

SURVEY SAMPLE

Branch Number %

Bugojno 33 4.8%

Ilijaš 73 10.6%

Kakanj 37 5.4%

Kiseljak 34 4.9%

Maglaj 47 6.8%

Sarajevo 149 21.6%

Travnik 47 6.8%

Visoko 55 8.0%

Zavidovići 86 12.5%

Zenica 105 15.2%

Žepče 23 3.3%

689 100%

SURVEY COMPLETED  BUSINESS 409HOUSING 280

689

Gender of Interviewed Clients

Age of Interviewed Clients

Educational background

Marital status

Number of Houshold Members

Number of Children under 18

Loan Cycle

Loan Size

Current Loan Needs Fullfilled

CONCLUSIONS Number of active clients: 4502, Active portfolio $

8.029.623 (30.09.2013) Urban/rural structure in favour of rural clients with

51,53% in number, and 51,65% in value Active portfolio with 35,81% women in number and

35,2% in value The total of 15,84% of youth in number and 16,09% in

value LIDER offers 6 loan products, 4 business loans

(registred companies, micro business, startup and agriculture)

Business loan in active portfolio: 1976 - 43,89% Housing loans in active portfolio: 1398 – 31,05%

CONCLUSIONS Total number of interviews completed 689 (15,3% of

active clients); Business clients 409 (20,7% of active business clients) Housing clients 280 (20,02% of active housing clients)

Surveys completed in accordance with „>10 per Branch” rule

32,95% of interviewed clients are women (portfolio 35,71%)

Interviewed clients mainly belong to the age category 41 – 60 (the total of 52,69%)

More than 75% of interviewed clients complete secondary school

More than 77% of interviewed clients are married Majority of interviewed clients live in households with 3-5

members (72,57%) 47,61% of interviewed clients have 1-2 children under 18

CONCLUSIONS 35,41% of interviewed clients are in the first loan

cycle, 23,66% in the second and 17,56% in the third (76,63% in 1 – 3 cycle)

As to the loan size, the total of 51,96% of interviewed clients, range between $1000 - $ 3000

More than 24% of interviewed clients still has certain loan needs uncovered

SOCIAL PERFORMANCE INDICATORS

Influence on Life Quality - all

BUSINESS Clients

Number %

Did the loan you had/have in LIDER generally influence the quality of living?

yes, excellent 103 25.18%

very good 269 65.77%

neither good, nor bad 26 6.36%

no 6 1.47%

hard to say 5 1.22%

GENERAL IMPACT ON BUSINESS

Increase % Number %

Expanded production/services offered

0% 64 15.65%5 - 10% 105 25.67%

11 - 20% 124 30.32%21 - 30% 51 12.47%31- 40% 15 3.67%

41 - 60% 40 9.78%100% 10 2.44%

Purchased/increased fixed assets

0% 90 22.00%5 - 10% 47 11.49%

11 - 20% 93 22.74%21 - 30% 65 15.89%31- 40% 21 5.13%

41 - 60% 60 14.67%70% 4 0.98%

100% 29 7.09%

Purchased/increased working capital

0% 224 54.77%5 - 10% 39 9.54%

11 - 20% 76 18.58%21 - 30% 45 11.00%31- 40% 5 1.22%

41 - 60% 12 2.93%61 - 80% 3 0.73%

100% 5 1.22%

EmploymentImpact Of The Loan On The Number Of Employees?

Number Increase

Hired new employees (full time) 41 7,5%

Hired new employees (part time) 14 21%

Sustained existing employees all 547  

Employment full time

AFTER THE LOANBEFORE THE LOAN

SampSample le Fact Fact Here

Here

Net Business Profit

AFTER THE LOANAverage Increase of 21%

BEFORE THE LOAN

Net Business Profit

Before the loanAfter the loan % increase$464 $600 29,31%

Net Business Profit - Average All Interviewed Business Clients

CategoryNet Business Profit - Average

Before the loan After the loan % increase

Women $423 $571 34,99%

Youth $369 $509 37,94%

Male $481 $612 27,23%

Net Business ProfitBranch

Net Business Profit - Average

Before the loan After the loan % increase

Bugojno $370 $492 32,97%

Ilijaš $450 $588 30,67%

Kakanj $326 $408 25,15%

Kiseljak $418 $542 29,67%

Maglaj $383 $508 32,64%

Sarajevo $706 $907 28,47%

Travnik $362 $439 21,27%

Visoko $451 $554 22,84%

Zavidovići $384 $531 38,28%

Zenica $373 $489 31,10%

Žepče $472 $621 31,57%

Additional Income Usage

How Additional Business Income Was Spent? Number %

Increased/improved food provisions 122 29.83%

Clothing 65 15.89%

Home improvement, assets purchase 60 14.67%

Education for children 52 12.71%

Reinvestments into business 46 11.25%

There was no increase of income 44 10.76%

Medical expenses 10 2.44%

Entertainment/Recreational/Travel 10 2.44%

Type of BusinessTYPE OF BUSINESS - Top Ten

Number %

Livestock farming 149 36.43%

Clothing 25 6.11%

Restaurant/Caffes 23 5.62%

Consumer good shop 19 4.65%

Taxi 16 3.91%

Green houses 15 3.67%

Hairdresser 13 3.18%

Car repair 11 2.69%

Chicken broilers 10 2.44%

Fruit production 10 2.44%

Business Sector

HOUSING Clients

Number %

Did the loan you had/have in LIDER generally influence the quality of living?

yes, excellent 62 22.14%

very good 208 74.29%

neither good, nor bad 5 1.79%

no 5 1.79%

hard to say 0 0.00%

Type of Works – Loan Usage Type of works - TOP THREE Number %

Interior works76 27.14%

Joinery31 11.07%

Bathroom renovation27 9.64%

COMBINED WORKS   

Bathroom renovation + joinery15 5.36%

Bathroom renovation + interior works9 3.21%

Joinery + exterior works8 2.86%

% of Partialy Completed Works

CONCLUSIONS More than 93% of all interviewed clients confirmed

excellent and very good influence of loan on their life quality

Business clients confirm similar percentage: 90,95% The highest impact was seen on:

Sustaining the exisiting employees 94,87% Expansion of production/services 84,35% Purchase/increase o fixed assets 78%

More than 56% of clients expanded production/services with 5% - 20%

More than 50% of clients purchased/increased fixed assets with 5% - 30%

More than 39% clients purchased/increased working capital with 5% - 30%

CONCLUSIONS Total number of sustained job: 547, new full time

employees 41 (7,5% increase), new part time employees 14 (21% increase)

Interviewed clients show average increase of monthly net business profit of 29,3% after the loan

The category of youth clients show the highest average increase of net business profit 37,94%

Clients from Zavidovići, Maglaj and Bugojno Branch show much higher increase in net business profit than the average of all interviewed clients

Best improvement obvious in the category of net monthly business profit less than $ 300 (reduced with cca. 15%)

Additional income used increase in food provisions (29,83%), clothing (15,89%) and home improvements (14,67%)

CLIENT SATISFACTION

What is your opinion on : Number %

Loans offer

Excellent

670 97.24%

Contact with the staff 677 98.26%

Process of obtaining the loan 656 95.21%

Price (interest, commission) 468 67.92%

Diversity of loans offered 665 96.52%

Access to loan – elegibility criteria, accesibility 660 95.79%

What is your opinion on our loan product:   Number %

Repayment period

Excellent

672 97.53%

Repayment model 672 97.53%

Loan size 665 96.52%

Interest rate 475 68.94%

Commission 564 81.86%

Penalties for late payment 669 97.10%

Collateral requirement/guaranty system 597 86.65%

Incentive for repeated clients 601 87.23%

What is your opinion on our services: Number %

Staff professionalism

Excellent

682 98.98%

Staff politeness 683 99.13%

Reactions to your suggestions and complaints 684 99.27%

What is your opinion on our loan procedure:   Number %

Clarity of requirements for application

Excellent

681 98.84%

Simplicity and clarity of application forms 678 98.40%

Time of waiting for loan application approval 663 96.23%

Number %

Would you recommend taking the loan from LIDER to your colleagues or any other people?

Yes

675 97.97%

Have you recommended taking a loan from MKO «LIDER» to anybody during the past 12 months? 521 75.62%

CLIENTS SUGGESTIONSFreq Col%

Decrease interest rate 104 15.09%

Flexible guaranties 21 3.05%

Improve incentive for repeated clients 15 2.18%

Decrease commission 11 1.60%

Increase maximum loan amount 9 1.31%

Accelerate the loan process 8 1.16%

Loans without guarantors 7 1.02%

Decrease interest rate for repeated clients 5 0.73%

Loan without guarantors for repeated clients 5 0.73%

Less paperwork 5 0.73%

Easier loan procedure 4 0.58%

Longer repayment period 4 0.58%

Flexible guaranties for repeated clients 3 0.44%

Decrease % for loan compensation 2 0.29%

Decrease % for early repayment 2 0.29%

Loan without guarantors for agriculture 1 0.15%

Easier loan procedure for repeated clients 1 0.15%

Paralel loans for repeated clients 1 0.15%

Flexibility in loan repayment 1 0.15%

Less checking for repeated clients 1 0.15%

Keep up the good work 1 0.15%

Announce the monitoring visit 1 0.15%

Loans without commission 1 0.15%

CONSLUSIONS Overall satisfaction with LIDER is excellent and very

good with 97,53% With the exception of price (67,92%), interviewed

clients are with more than 95% satisfied with loans offer, staff, loan process, diversity of loans and accessibility

Loan product is in most of categories satisfactory with more than 95%. Interest rate (68,94%) and commisssion (81,86%) are worst rated by clients

LIDER’s services are with 99% rated as excellent Clients are sastisfied with all procedures with more

than 96% Almost 98% clients would recommend LIDER to friends

and relatives, while 75,62% already did so during the past 12 months