Housing Finance Satisfaction Survey Ranjan Varma http://financexchange.blogspot.com
Agenda 1. Research Objective 2. Problem statement 3. Sampling, Questionnaire, Survey 4. Key Take aways (KTA)
Research Objective Two Phase  Phase 2 Phase 3 <ul><li>Satisfaction level of consumers </li></ul><ul><li>Capture the Voice ...
Problem statement <ul><li>WHAT R THE CRITICAL REQUIREMENTS OF A HOME LOAN CUSTOMER AND HOW SATISFACTORILY IT IS SERVICED B...
Housing Finance Market SCB HFC Govt./ NHB Customer Developers Players
Home loan market <ul><li>Estimated  shortfall of 22.4 million dwelling units  </li></ul><ul><li>The investment required 17...
Mortgages as a % of GDP 3 % 9% 13% 23% 36% 37% 49% 51% 0% 10% 20% 30% 40% 50% 60% India  Thailand Korea Malaysia Singapore...
Major Players  ICICI HDFC SBI LICHFL 25740 20679 5000 5000 Disbursement for 2005-06 in crores
Semantic differential Ranking  Responsiveness Transparency Property search Insurance Documentation TAT* Door service Proce...
3-D Pie Chart Processing Fee Documentation Transparency Insurance TAT Interest rate 72 %
Key Take aways (KTAs) <ul><li>XYZ scores on door step service </li></ul><ul><li>Despite low interest rates, ABC, EFG have ...
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Housing Finance Satisfaction Survey

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An attempt to form a questionnaire for a Satisfaction Survey for Housing Finance companies in India.

Published in: Business, Economy & Finance
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Housing Finance Satisfaction Survey

  1. 1. Housing Finance Satisfaction Survey Ranjan Varma http://financexchange.blogspot.com
  2. 2. Agenda 1. Research Objective 2. Problem statement 3. Sampling, Questionnaire, Survey 4. Key Take aways (KTA)
  3. 3. Research Objective Two Phase Phase 2 Phase 3 <ul><li>Satisfaction level of consumers </li></ul><ul><li>Capture the Voice of Customer </li></ul><ul><li>Identify critical customer requirements </li></ul><ul><li>Designing new products </li></ul><ul><li>Increase market penetration. </li></ul>
  4. 4. Problem statement <ul><li>WHAT R THE CRITICAL REQUIREMENTS OF A HOME LOAN CUSTOMER AND HOW SATISFACTORILY IT IS SERVICED BY VARIOUS LENDERS </li></ul><ul><li>Summary of three questions that are: </li></ul><ul><li>What are the requirements that the customer gets </li></ul><ul><li>what are the requirements he doesn't get </li></ul><ul><li>what are the requirements he doesn't require but still gets </li></ul>
  5. 5. Housing Finance Market SCB HFC Govt./ NHB Customer Developers Players
  6. 6. Home loan market <ul><li>Estimated shortfall of 22.4 million dwelling units </li></ul><ul><li>The investment required 175000 crore per year </li></ul><ul><li>267 Industries involved in construction industry. </li></ul><ul><li>Fiscal and monetary fillips </li></ul><ul><li>The burgeoning middle class, Increasing purchasing power, </li></ul><ul><li>Increasing number of nuclear families </li></ul><ul><li>A softer interest rate and traditionally low default rate </li></ul><ul><li>Low non performing assets </li></ul><ul><li>Growth of around 39% </li></ul>
  7. 7. Mortgages as a % of GDP 3 % 9% 13% 23% 36% 37% 49% 51% 0% 10% 20% 30% 40% 50% 60% India Thailand Korea Malaysia Singapore Taiwan Hong Kong USA 54% UK 48% Germany 70% 70% Denmark
  8. 8. Major Players ICICI HDFC SBI LICHFL 25740 20679 5000 5000 Disbursement for 2005-06 in crores
  9. 9. Semantic differential Ranking Responsiveness Transparency Property search Insurance Documentation TAT* Door service Processing fee Interest rate LICHFL HDFC ICICI Attribute/ Lender
  10. 10. 3-D Pie Chart Processing Fee Documentation Transparency Insurance TAT Interest rate 72 %
  11. 11. Key Take aways (KTAs) <ul><li>XYZ scores on door step service </li></ul><ul><li>Despite low interest rates, ABC, EFG have less disbursements. </li></ul><ul><li>Documentation </li></ul><ul><li>Processing fee </li></ul><ul><li>Insurance cover </li></ul><ul><li>Transparency and responsiveness….. </li></ul>
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