ACADEME Lending Program

LANDBANK (ACcess to Academic Development to Empower the Masses towards Endless Opportunities) ACADEME Lending Program

RISE UP LGUs LENDING PROGRAM

Restoration and Invigoration Package for a Self-sufficient Economy towards Upgrowth for LGUs

Nationwide Customer Satisfaction Survey

As a policy for quality, LANDBANK measures its ability to deliver quality products and services to effectively address the needs and meet the expectations of customers. Thus, for a three-year period, or from 2018 to 2020, LANDBANK commissioned the services of a third party research firm, The Nielsen Company (Philippines), Inc., for the conduct of a Nationwide Customer Satisfaction Survey (NCSS) of different customer segments such as agrarian reform beneficiaries, depositors, and customers of the Bank’s lending, e-banking, treasury, and trust banking. By using various survey methods, i.e., face-to-face interviews and online and digital surveys, the NCSS intends to capture customer sentiments and measure the overall customer satisfaction level regarding the delivery of the Bank’s various products and services. Results of the survey serve as bases for continuous customer service and corporate improvement initiatives, as well as business growth for LANDBANK. In 2019, NCSS surveyed 3,506 randomly selected customer-respondents from the branch, lending units, agrarian services, treasury, and trust banking operations. The result of the survey showed an overall customer satisfaction rating of 95.35%. The annual customer satisfaction survey results are submitted to the LANDBANK Management Committee and Board of Directors as part of the Bank’s commitment to listen to the voice of the customer and in compliance with the performance agreement and client satisfaction measurement required by the Governance Commission on GOCCs and the Anti-Red Tape Authority, respectively.

CUSTOMER CARE CENTER

LANDBANK’s Customer Care Center (CCC) is operational 24/7 and is in line with the Bank’s continuing efforts to comply with the Financial Consumer Protection Circular of the Bangko Sentral ng Pilipinas (BSP), specifically its requirement of a Consumer Assistance Management System (CAMS).

Our Corporate Policy

The LANDBANK Vision and Mission Statements embody the Bank’s strategies and plans for the medium-term 2019-2023. With the identification of its priority sectors and primary partners, the development thrust of LANDBANK remains at the core of its operations. Emphasis was placed on the “unbanked” and “underserved” areas, which are LANDBANK’s primary focus as it promotes inclusive growth. LANDBANK also commits to leverage on technology in bringing the financial and support services to its customers. Similarly, it puts high premium on the growth and development of its human resource, who are the Bank’s primary movers in the pursuit of its mandate and institutional goals.

Corporate Social Responsibility Initiatives

LANDBANK’s Corporate Social Responsibility (CSR) initiatives are focused on four main thrusts summarized as LEED or Livelihood, Education, Environment and Disaster relief and mitigation. The Bank ensures that needs in these aspects are met, and impact is measured and accounted for.

EMPLOYEE HEALTH AND WELL-BEING

CONSUMER PROTECTION PROGRAMS

Corporate Governance of LBP

Overall Corporate Governance Structure and Practices

Human Resource Management

THE LANDBANK WORKFORCE Please see attached file for the following data: