HNW SERVICE AND

SATISFACTION SURVEY IN
EDUCATION SECTOR
Submitted bySurabhi Bhat

ABOUT THE ORGANISATION

Title

Specifications

History

Incorporated on 30 August,1994
Commencement of business on 16
January,1995
Registered office- Mumbai
Amongst the first to receive approval
from RBI to set up private bank
1st bank- Ramon House
Promoter- HDFC Ltd.

Key People

Chairman- Mr. Deepak Pareek

MD- Mr. Aditya Puri
Non-executive Chairman- Mrs.
Shyamala Gopinath
Country Head Branch Banking- Mr.
Navin Puri

Title

Specifications

Branches-

4281 across 2505 cities

ATMs-

11843

Employees-

77000

Subsidiaries-

HDFC Securities, HDB Financial Services

Also present in Bahrain, Hong Kong and Dubai

Acquisitions-

Centurion Bank of Punjab(2008), Times Bank

Ltd.(2000)

Largest bank in India as per market

capitalisation and third overall

(2.63 Lac Cr)

Listed on-

BSE, NSE, NYSE, Luxembourg Stock Exchange

Worlds most expensive bank

NPAT 2015-

12296 cr

Total deposits as on 31 March 2016-

5.46 Lac Cr

Total advances as on 31 March 2016-

4.65 Lac Cr

Gross NPA, Net NPA

0.94%, 0.30%

NSE: 1,139.05INR on 23 May, 3:29 PM IST

ABOUT THE ORGANISATION

Title

Specifications

Vision-

To build a world class Indian Bank

Core Values-

Customer Focus
Product Leadership
Operational Excellence
People
Sustainability

Business Segments-

Wholesale Banking
Retail Banking
Treasury

Ways to bank-

Online
Phone
Watch
In person

PRESENTS AND AWARDS

The Financial Express India's Best Banks
Awards 2016

- Profitability: Rank 1- Efficiency: Rank 1- Strength & Soundness: Rank 1

Pension Fund Regulatory and Development

Authority awards for Atal Pension Yojana
2016

- Best Performing Bank - Maximum APY Subscribers

- Best Performing Bank in the Private sector Banks category
- Best Performing Bank : Atal Pension Yojana Carnivals in Private Sector Banks

Business Today 2016

KPMG India's Best Banks 2015 Awards

Barron's World's Top 30 CEOs 2016

Mr. Aditya Puri in Barron's Top 30 Global CEOs for 2nd year

IBA Awards 2016

HDFC Bank wins prestigious IBA Banking Technology Awards

Business Today 2016

Best Companies to Work for in India

Business Today - KPMG India's Best Bank

2016

HDFC Bank wins Bank of the year and Best Digital Banking Initiative awards

Forbes Asia 2015

Fab 50 Companies List for the 9th year

Finance Asia Country Awards 2015

- Best Asian Bank - Best Domestic Bank - India

INDIAN BANKING INDUSTRY

INDIAN BANKING INDUSTRY

Under Pradhan Mantri Jan DhanYojna (PMJDY), 210 million accounts have been opened and
174.6 million RuPay debit cards have been issued. These new accounts have mustered
deposits worth Rs 33,704 crore (US$ 4.95 billion).
The Reserve Bank of India (RBI) has come out with guidelines, such as common risk-based
know-your-customer (KYC) norms, to reinforce protection for consumers.
Digitalisation
Funding of startups
Deposit growth has been steady. Total money supply increased at a CAGR of 11.14 per
cent during FY0616.
Public sector banks (PSBs) accounted for 72.1% of the total banking sector assets.
However, in terms of profits, the share of private banks surpassed that of PSBs. In FY15,
PSBs had a share of 42.1% in overall profits.

INDIAN BANKING INDUSTRY

Standard & Poors estimates that credit growth in Indias banking sector
would improve to 12-13 per cent in FY16.
11 payment banks are expected to be launched in 2016 and 2017.
Separately about 10 small finance banks are also expected to be launched.
KPMG expects Indian Banking Sector to become 5 th largest in world by 2020.

BRANCH 3B-2, MOHALI (1209)

Title

Specification

Established-

22 October, 1996

Cluster Head-

Mr.Dinesh Seth

Branch Manager-

Mr.Ashish Verma

Customer Base-

16,000 customer ids

Customers per day-

200 to 250

Peak hours-

11:30 to 1:00

Catchment area-

Mohali (3B2, 3B1, Phase 5 etc.)

Deposits-

92 cr (CASA), 62 cr (FD, RD)

Advances-

27 cr

Profiles-

Branch Manager, Relationship Manager,

Tellers, Personal bankers, PB Authoriser,
BDRs, Other staf

BRANCH 3B-2, MOHALI (1209)

Competition MappingSpecification Panjab
s
& Sindh
Bank

Karnatak Dena
a Bank
Bank

SBI

OBC

Yes
Bank

Estd.

2012

2010

2011

2015

2008

Advances

5 cr

26 cr

37 cr

15 cr

40 cr

22 cr

Deposits

41 cr

150 cr

30 cr

8 cr

160 cr

98 cr

Customer
base

40005000

50000

5500

2000

8000

4000

Customer per
day

100

80-100

120-125 80-100

120150

150

Education
sector
customers

YES

YES

YES

YES

YES

IDBI

RM JOB PROFILE
- Managing the High Net Worth customers of the Bank
- Achieving the Business targets assigned in terms of cross selling, enhancing and
upgrading the High Net Worth relationships.
- Profiling Customers and provide financial products to meet customer needs
- Ensuring the highest levels of service to the High Net Worth customers
- Providing financial planning & Investment Advise
- Sales targets spread across Liabilities, Retail Assets, Business Banking, Forex, Credit
Cards, Online trading etc.
- One point contact for all requirements of High Net Worth customers in the Branch
- Acquisition & Servicing of High Net Worth customers

RM INCENTIVE PLAN
Part

Specifications

Value

Part Alpha

CASA value Growth

15%

Part A

Income

40%

Part B

Customer Interaction

30%

Part C

Hygiene Parameters

15%

PROJECT- OBJECTIVES

DATA SOURCE
Title

Specifications

Estimated Sample Size

80-100

Sampling techniques

Convenience, Judgement,
Snowball

Sampling population

Parts of Mohali (and parts of

Chandigarh)

Unit of analysis

Existing and potential customers

Data collection

Questionnaires (Structured and

unstructured questions

DATA SOURCE
Coaching Institutions

Schools

Colleges

Total 60-70 in Mohali with

17 in 3B-2

Total 101 in Mohali

Total 111 in Mohali

Survey existing clients

(Fee accounts, Current
Accounts, Scholarship
Accounts etc.)

Survey existing clients

(Fee accounts, Current
Accounts, Scholarship
Accounts, Education Loans
etc.)

Survey existing clients

(Fee accounts, Current
Accounts, Scholarship
Accounts, Education Loans
etc.)

Target potential clients

Target potential clients

Target potential clients

EXECUTION TIMELINE
Steps

Time duration

Problem definition and development of

approach

19-24 May

Research Design Formulation:

Secondary data analysis
Qualitative research
Methods of collecting Quantitative Data
Measurement and scaling procedures
Questionnaire design
Sampling process and size
Plan of data analysis

24-3 June

Fieldwork and data collection

4 June-22 June

Data preparation and analysis

23-30 June

Report Preparation and Presentation

1-6 July

SURVEY STRATEGY
Title

Specifications

Target

-Existing Clients
-Potential Clients (using snowball sampling,
judgement sampling etc.)

Survey Methods

-Telephonic
-Personal (In-house)
-E-mail

Quantitative Data Collection

-Filling of questionnaires with structured

and unstructured questions
-Using 5-Point Likert scale

Data Analysis tools that can be used

-Conjoint Analysis
-Gap Analysis
-Factor Analysis
-Analysis of variance
-Correlation and regression etc.

SURVEY STRATEGY
Title

Specifications

Survey can be carried out while keeping

following points in mind

- Overall satisfaction level

- Which product/service are they
happy/unhappy about?
- What do they think of our grievance
redressal system?
- How they rate service of HDFC bank viza-viz other banks?
- Feedbacks
- Does the bank deliver as promised or
not?
- Quality of services
- Convenient banking
- Ease of doing business with HDFC
- Digital platform evaluation
- TOM recall technique
- Provide information to potential clients

QUESTIONNAIRE

CATCHMENT AREA
3B2
Phase 7
Phase 5
Phase 4
Sectors 70,71,68,54
Industrial area Mohali

THANK-YOU