In 2019, LANDBANK CCC received a total of 785,041 inquiries, requests and incident reports from clients. It is equivalent to 28.2% increase from previous year’s volume of 612,371. A significant increase in the volume of clients’ queries via email and social media from 2018 to 2019 was observed, with a recorded growth rate of 65.9%.

Majority or 87.5% (687,405) of the total volume that LANDBANK CCC received in 2019 were inquiries, followed by requests with 9.3%, and incidents or complaints with the remaining 3.2%.

The Channel: LANDBANK Phone Access

The LANDBANK Phone Access (LPA) is the primary system used by CCC in the efficient management of clients’ queries that are coursed through the customer service hotline. It is also an alternative service delivery channel through which LANDBANK clients are able to do self-service banking transactions such as balance inquiry (Peso and credit card accounts), bills payment, fund transfer, checkbook reorder, request for bank statement through fax, and inquiry on check status and balances, blocking of lost or stolen ATM card, and cash card.

As of December 31, 2019, there are 938,071 eligible accounts registered in the LPA. During the year, a total of 916,379 financial and non-financial transactions were processed; total financial transactions amounted to P128.7 Million involving fund transfer and bills payment.

The Data: Complaints Management

The Bank has two general classification of complaints – complaints for special handling (CSH) and common incidents.

Complaints for Special Handling are those coursed through government regulatory bodies and agencies (i.e., BSP, CSC Contact Center ng Bayan, Malacañang Presidential Complaint Center) and forwarded to CCC. These complaints are documented using the Customer Service Incident Reports (CSIR).  These may also refer to other incidents received by customer-facing units (branches, lending centers, AOCs) as reported by customers and resolved at their level, which are documented via Complaint Tracking Sheet (CTS) and forwarded to CCC as central repository of complaints.

Common Incidents refer to concerns raised or reported by clients directly to CCC. These incidents are documented via an incident tracking tool or ticketing system for monitoring. These are usual cases which can be resolved through the existing processes of the Bank.

For the year 2019, a total of 1,623 complaints for special handling (CSH) were recorded from different channels. Majority of which or 1,002 were received through LANDBANK channels, closing the year with a 92.3% growth from 521 CSH in 2018. The continuous compliance of customer-facing units like branches, LCs, AOCs, and Treasury Hubs on the submission of Complaint Tracking Sheets (CTS) to CAD-CCC beginning October 2018 brought the remarkable increase.

As regards the external sources of CSH, the 8888 Citizen’s Complaint Center remains as the top contributor with a 22.6% share of the total CSH.

Meanwhile, a total of 24,910 common incidents were received in 2019, posting a steady growth of 8.4% from the total volume recorded in the previous year.  Of the total 2019 figure, 23,804 common incident cases or 95.6% were resolved within the standard turn-around time (TAT). The CSH cases, on the other hand, recorded a resolution rate of 87.2% within TAT.

The Contact Center ng Bayan (CCB) under the Civil Service Commission (CSC) has cited LANDBANK as the top government agency in terms of resolution rate (100%) in its 2019 Accomplishment Report[1].