14.

Opinion Survey Result- Highlights

Clients
Approached- 127
Responded- 88 (70% )

The results obtained from customers in general revolve around lack of

leadership, timelines, transparency, accountability and ethics.

1. Desk Level
77.6% information provided to them at desk level was vivid and sufficient.
However, the rest (22.4%) complained on the non-clarity and insufficiency of the
information. The reason given for the later is described below.
tfg mrC tlW bxND gz xYngM
tC bGLI ncWN wQ xlcW (xWqM)
tC Slg bqE :WqT ycW

2. Time taken to process a loan

10.7 % Secured loan with in 3 months
38.1 % Secured loan 3-6 months
17.9% Secured loan 6-9 months
13.1% Secured loan 9-10 months
20.2 % Took them to secure a loan more than one year

Particular questions were raised about Legal and TBAS(Engineering

Services) for their services.
Legal services TBAS
6.7% Very fast 3.6% Very fast
40.3% Fast 42.2% Fast
41.3% slow 38.6% slow
12.0% very slow 15.7% very slow

The causes for the delay as reported by customers are the following:
General
bKs ybbT qL Wn yYs_bT xsR m#
xl t lmbBcWM bY GLInT xlmR

2.1 Legal
yHG KFL tC cWN kSHtT lN SlSb b
cW xYtmnM
bHG KFL y:Z SNslT YrZL

In addition, the content of the contract agreement was well understood by

54.8% of the respondent customers. Where as 45.2% did not understand
or understand it partially. The main reasons provided by the later are the
following.
lNbB lmgNzB bqE gz xYs_M
W ngR gNzbN f_ kGT xNR Y SlnbR Wl
bdNB xYnbBM
2.2TBAS (Engineering Services)
Comments on valuation of cost and collateral are as follows:
ygb oRTN yYktL nW#
kbqW bY xsLcE nW#
y:WqT KFtT xl#
GLInT ylM ldJ _T bR ykft nW#
 yPjKT GN KTTL xLnbrM#
_BQ nbR#
tqEnT ylbTM Subjective) nW#

3. Disbursement
No problems were encountered by the majority (73.2%) of the
respondents during disbursement. 26.8% complained in this area
encountered with the following problems.

Bz gz mmlS YL#
bqE mr (GLInT) SLnbr CGR g_L#
dNbN mR YbL#
ngCN xmZ kyT YLQ gz yf MKNC
sdrd PjKt Y kJM k XNfR xStI
dRUL#
bBDR WL mrT dNbW mSfRCN xL sqRB
wW mlqQ sg btl MKNC YtL# lMl f
ylM blT ytl MKNCN bmST#
hlM mMC tmY CGR xlcW# xSfg ywrqT
o YL#
yNK B L/C bNk XNkfT SgdD#

4. Ethics
The banks employees ethics in the eyes of customers was seen as very
good (45.9%), Good (40.0%) and unethical (14.1%).
5. Professional capability of the banks staff:
(78. 3%) of the respondents accepted the Professional capability of
employees engaged in loan processing as sufficient. However, about 21.7%
did not accept this argument. From those who did not accept, the following
measures are recommended to upgrade the skill of the employees.

yStgD# ymgmT# ykR# PsS yDrG# yWL

xzgjT BT LbT#
bS ymtmN BT LbT#
tCN LN#
tC bT B XNgmg DrG#
ysWN YL y BT B yT bqE xYdlM yNk
mQR XNdg mft> xlbT#
bxb bRtEkLcL jKC _T z lC bqE
GNb SllcW bNS ND kN tLkW yxR gz y
SL bEscW#
yNk tC y yon MGR oL mST#

1. Office lay out:

The office lay out was rated to be comfortable by 76.5% of the
respondents, where as 23.5% responded as it is not comfortable with the
following reasoning.

bqE mk m Slll wd LT NK sm B YgL#

bqE BRN ylWM#
dNbW Yg bxND Q Y bStgD#
lFt Bz gz xYsM#
2. Continuing as a customer:
87.4% of the respondents replied that they will continue with the bank as a
customer. The rest 12.6% do not. Either to continue or discontinue the
following reasoning were provided:
2.1 I want to continue:
yexport NGD Y lmtF SlMfLG#
yMKR yBDR xgLGlT Sls#
ymkl yrJM gz BDR Sls_#
yBDR KFW bySDST wR Sln#
bqE ySln ysW YL yt b SlW#
Nk DKmtN gMG kxhN b` ytl o YL B SlMN#

2.2 I dont want to continue:

ybKs n Slb#
kmNGoT NK mbdR SlLfLG#
yBDR xs gz SlfJ#
wlD kllC NC ybl Sln#

3. What DBE should be to provide efficient service?

yBDR xs wd N ytl Sln YstkL#

Nk XNd S yxT LT NK mqrI xlbT#
xNvSTmNT ybr lBzM TRF ySB yLT jR x_NT
mN YbQbL#
XNN o yfJWN gz bSqm_ tqEnT SfN#
yxStdR yxgLGlT wN ZQ bdRG#
Nk kST YLQ PjKt x_Ub mnN mgmT#
BDR ysWN dNb Y lQ l _T DrG#
 bzmE mNgD tdJ lsWN L#
GLInT lW xR SfN#
xb mMC xUR mMC bS mtmNN bR
xlcW#
oLNN bydrW mST#

4. Other comments/Suggestions:
dNbN l xStG#
LT NK XNd NGD NC bBE NK oR XN
ktdrg lo XNQT xUC nW#
xND PjKT XJG bb b45 qT WS_ xL o bjMR
BD kts b` Nk ys KTTL XNrW# YHWM GLI
gNb yn MKR s xL bR _ nW#
dNbN b_QN MKNT xlgT#
ytjmrW y o XNd l o YY btRbT#
b{r S MKNT tC C lmoT sK Yl#
lbYlbC oC bStlF# SlzH S mBT B YN oN
bwQt xlmoTM mn mwQ xlbT#
kdNb xStyT ktsbsb b` ltGEnt kdNbW UR WYYT
DrG#
yNK ybY C xNN PjKCN w BlW YmLkt#
Nk kFt yn yxQM GN SfLgL#
PjKC XNn Nk xB moT xlbT#
llC wQE yn oL sflUL#
ldNb Q x mLS mST#
kdNb UR tqR moT#
bBDR ytwsd gNzB ll tGR XNYWL mktL#
yB mGl bygzW XytzUj ldNb bs_#
yNk xR bdNB tN re-engineer ldrG YgL#
 ygt yNK xR XNd dnz b nW# lMl LT NK
xRN BNmlkT 35 mT HL yb R Y YL xhN :WnT bb
xRsN yT LNdRS nW lWT#
Quality management system mrT drg yNK xR jM#
bmT xND gz kdNbCh UR WYYT xDRg#

Employees
Approached- 216
Responded- 177 (82%)

Results revolved around: -

Leadership, timeliness, accountability, transparency, human resource
management & team work/sprit.

Timeliness

The employees opinion survey result indicates that, the loan processing
activity of the Bank is slow and very slow accounting for 86.4% and
13.6% respectively.

The main reasons provided for the delay in the loan processing activities were:
dNbW yflGcWN mr GLI xDR bxN xlwQ#
dt bls bmnq#
ytN bKs mR # yBDR sNslT mBT#
 yBDR t xlmGT xSfg _qCN NT#
Bz qM ngR ylcW ngC XNyq DRG#
bNk WS_ tqEnT GLInT xlmR dNbC mr l lT #
yo dT mW z mT
yo HL d mN wYM yo FT nS#
kdNb hB bmWsD yXRMT XRM xlmWsD#
yo QNJT xlmR#
ygz gdB xlmR C bqE KTTL xlDrG wzt#

Accountability

The majority (62.6%) of the respondents opinion revealed that there is

accountability fully and partially and 37.4% indicated that there is no
accountability in the Bank.

Transparency
57.1% of the respondents answered that there is partial transparency and
36.5% responded as there is no transparency within the Bank. The rest
(6.4%) said there is transparency.
Ethics
Out of the valid respondents, 12.3% answered as the ethical standard is
very good, 78.4% rated the ethical standard of employees of the Bank as
good and 9.3% rated the Banks employees are unethical
Team work
 As regards the existence of teamwork, 25% indicated that there is
teamwork, (58.0%) responded that teamwork is exercised partially and
the rest 17.0% said that there is no teamwork.
Actions to be taken to exercise team work in the Bank are suggested as
follows:
yo HLN mlw_#
tW bU ybTN hn mcT#
_ xmR mFR#
yC KTTL mR#
Expenditure

49.6% shows as there was no unnecessary expense incurred. 21.3 %

indicates no exaggerated expense and 29.1% indicates the expense in the
loaning process is too much. The reasons provided by these groups are the
following:
yBDR xs_ dT mRzM#
y_T gz mRzM#
bqE mr xlmST#
yBDR t gz _T cW

Other related issues

Employees response to their role to make the Bank efficient and

modern.

ysvL sRvsN PGM tGE DrG#

yo sT KbR bnT bTUT moT#
yglglbTN m tgb _Nq DrG (yDRJtN BT
bxGb mqM) #
yNkN :Y# tL XsT NQ xW NK moT#
dNbN :kL bDrG oN bXQD kwN#
yNkN _QM SbQ#
yon MGR tg mN#
 tqEnTN# GLInTN bHBrT moTN LMD bR#
Nk ljmrW F{M lW_ SN zUjT# mdgF#

What to be done to make the Bank efficient and modern ?

kBDR xs_ XSk BDR SmlS DrS lTN CGC lY xW_

mFT mST# lmFTWM tWN tF#
mrE lW_ MT mL#
bbDN y lW_ xJ nJmNT mFR
Xyq ymWN yt L NT
ytWN yxgLUYnT ST bR
lsCN lo xmcE XNn DrG
bydrW yBDR xfqD XNdR DrG (empowerment)
ktqEnT UR
yBDR RC XSNRD BqW XN_ DrG
NkN bxS mLK qR
yNkN ysW YL BT bR
ysW YLN Gb mqM
SBs xlBT dNbN StgD
GLInT tqEnT lbT xR SfN

94.2% of the employees who respond to the question are certain that the
current transformation program will solve the outstanding problems of
the Bank. However, about 5.8% are not certain about the transformation
with their reasoning as described below.

Nk kzH bT lW hn lW_ mL llT _L

ytWN xmlkT lmlw_ gz SlwSD
ytW BT x Sln wzt
Other General comments.

yDRJt TLQ CGR ysW `YL xStd Y nW TLQ hBT btlY

yslnW nW ytl ydZ KF # _QM yt xZM#
nN t XNlQ kmgT lyT _rT bdrG YdgL
SlDRJt CGC Bz WYYT YdrUl# wd mFT ym wd
tGR ymtR hn xZU nW
yNkN WSE CGC ymQrF ngR XNl wQE CGc
Ltqr GN l SknT yR xYmSLM
XShN YY ynbrW lW_ xg : kmlw_ lf xLnbrM W
qM ngR ysWN xmlkT G lWT mBT nW
kdrT J kmlw_ yYS lW_ lf kLB ymn= lW_ bNk WS_
MT SfLUL
ytjmrW lW_ WT XNm nJmNt xRx bN#
yo `CN tC tUGzW XN DrG bL
tW bxND xmlkT :WqtN gLbtN tQ NkN
dG xlbT
W oN lmoT w sC sfLUl W
LnTN lY XnN =M bW sC mtT SfLUL
DRJtN ybl lL yr xS ngCN ltW StwQ
kgz UR wdT mmD mL

tW l:DgT lrM gz bDRJt YL# YH ldrgW lW_

XNQT XNYN bY
YH yo tn>nT lxND wQT Y m_T ylbTM
ytqj ytkr xR XNhn l lW YmL
yyWN GLInT `nT ydlWN xR SwgD
XShN SNZbT ynbrW BL xRN bqRnT mUT
ytzWN lW_ MT
tnTN # mNTN brM gz _rT SwgD
xhN ytzWN ylW_ XNQSs btT bR DRNM mwT
 d tN lYlN d mnN xlC mgR mL bwQt
rM mMkR# WNM lW_ mNgR
tW yS tn>nT ST XNDRbT DrG
XNN t lWN xM tqBl o Y L C
xLLtCN TkrT s_ mgL xlbT
yNkN mQR ysW `YLN bxGb mZ
xSfgncWN bmgMgM xNND QRNC b
yJN xSfgnT XNdg b# kw UR yqrb GNnT lW
YmSL
ytWN ynJmNtN GNnT kR
xS oLCN ygBT PGCN# wzt xK mST
_rtNM brT# mgMgM L
ltW nK oL lxDl mST
bo mdB oN bBT lw yCL ysW `YL mmdB
WT tR xsR ytl ysW `YL xStdR oRT bNk WS_
mzRUT
ysW `YL MdN btmlkt kflgW mSfRT UR M
Nk nR tCN GlL qM bxsS t B mmT
bqE xYdlM
yo N lS XNS _ XY XNrW bQRb ytjmrW
_rT tK bq_L tkYnT brW

ldNbW bhlM yo KFlC tgb Uniformity lW mNgD

xgLGlT mST
dNbCN yTW yo KFL o XNdTT myQ tgb
yXRMT XRM bwQt mWsD
NkN b StwQ
bNk lWN yMpEWtR l CGRN lmQrF # oN lqF
ltW tgb oL bgzW mST
 bGLInT#btqEnT bonMGR mRC mrT `C
tC bU lmoT mnT YHNNM yo HL DrG
xhN mjmR
ytW bgzW tmZ :DgT ygbT xR bq_L
XNd llC NC ltW _ dmwZ mKfL ytWN
_QM mbQ
tC bt>nT XN ydmwZ u llC L L
_QQCN XNg DrG
kxgLGlT mL N NPL Y yGM mFT flG
lW xYq Sln NK moT
bIF yfrWN :Y XWN DrG
ywrqT o xlBT f_ wd o mGT

Development Partners

Approached-22

Replied-14 (64 %)

1. How do you see the credit policy of DBE?

Description No. of respondents %

Moderate 2 16.7
Conservative 10 83.3
Total 12 100.0

2. How do you compare the interest rate and other service charges of the
Bank with other Banks?

Description No. of respondents %

Fair 11 91.7
High 1 8.3
Total 12 100.0
 3. How do you observe the application of the current provisioning policy in the
country in general and in DBE in particular?
The policy lacks flexibility so as to incorporate timely improvements;
In principle provisioning policy is necessary to discipline Banks or control the
financial discipline in the country. However, it can only be determined on the
general default rate of Banks;
Very stringent;
Current provisioning policy introduced by NBE discourages development;
To some extent discourages savings and non-export loan.
In line with NBE;
Restrictive, not innovative;
Despite some improvements noticed, still the provisioning policy needs
adjustment to meet the need of market;
Not inspiring.

4. How do you Compare DBE's customer service with other Banks in

Ethiopia?

Description No. of respondents %

Worse 2 16.7
Equal footing 8 66.7
Better 2 16.7
Total 12 100.0

5. How do you rate DBEs credit service delivery performance on the

following activities?

5.1 Hospitality of DBE in providing pertinent information to loan applicants

Description No. of respondents %

Inefficient 4 40.0
Fair 5 50.0
Efficient 1 10.0
Total 10 100.0

5.2 Loan processing

Description No. of respondents %

Inefficient 5 50.0
 Fair 4 40.0
Efficient 1 10.0
Total 10 100.0

5.3 Loan collection and follow-up

Description No. of respondents %

Inefficient 5 55.6
Fair 3 33.3
Efficient 1 11.1
Total 9 100.0

5.4 Business counseling and advisory service

Description No. of respondents %

Inefficient 10 90.9
Fair 1 9.1
Total 11 100.0

5.5 Debt servicing

Description No. of respondents %

Inefficient 6 60.0
Fair 3 30.0
Efficient 1 10.0
Total 10 100.0

6. Would you please suggest possible ways of improving Bank-customer

relationship?
First and foremost attempt to change behavior and capacity of DBEs staff
Provide all advisory and technical support to the private sector;
Hold discussion forums with your customer and provide efficient services as
required by your customers;
DBE should set-up strong public relations department staffed by highly qualified
personnel;
Provide appropriate information on time;
Credit processing and approval should be on time;
Credit follow-up and monitoring should be strengthened;
Highest degree of promotional work is required;
 Improve service delivery in order for the Bank to be transparent and responsive to
its customers;
There should be a mechanism where by customers could put their suggestions for
improvement;
A forum should be created to discuss with current and potential customers;
Enhance business counseling and advisory service;
DBE must adopt the business term customer is a King and must treat all
customers equally without precondition.
Commercial training.
Be as efficient rather super efficient, as possible in service delivery and be as
transparent as possible in every respect;
Provide training if not post credit provision follow-up;
Carry out efficient loan processing and debt service.
7. How do you evaluate the current development project financing activity of
DBE?

Description No. of respondents %

Poor 3 27.3
Satisfactory 3 27.3
Good 5 45.5
Total 11 100.0

If your answer is poor please describe.

There are so many complaints pronounced by your king customers.

8. What do you expect DBE to be in the future?

DBE must be an independent and reliable financial source without any

bureaucracy and corruption to all sorts of development endeavors in the private
sector;
DBE should be the leading development project-financing Bank. It has to improve
its service delivery significantly to bridge the investors expectation gap;
DBE should be transparent and development oriented institution;
 DBE should be what its name implies. A Bank operating based on commercial
Banks regulations, particularly in developing country can hardly be regarded as a
development Bank. for least industrialized country such as Ethiopia, DBE should
assume its previous role of focusing on development loans, perhaps in much
disciplinary manner;
DBE should organize itself in line with market economy
DBE should be more of customer oriented;
DBE Should have competent workforce and system;
DBE should be strong and efficient financial institution that supports private
investment.
Specialized in long-term financing for investment;
DBE must serve as a development partner of all investors in the country in
technical and every assistance;
Provide efficient service to all parts of the country specially in rural areas;
As excellent and helpful institution than any other financial institution in the
country for contributing the development of the country.
Efficient and full fledged financial institution whereby it can address some small
and medium operators;
Loans should be soft and easy and facilitated.

9. Additional comments and suggestions if any

DBE should be transparent to potential customers by creating awareness of the

overall policies and discussing with them on the possible means of improvement;
Introducing venture capital;
Since DBE is main financial arm for development, it should draw lessons from
Asian government development banks how they helped to accelerate the
economic development in Asian countries;
Federal government should mobilize long-term development loans to be
channeled through DBE;
 Improve your policies in relation to the development direction of the country.
Dont wait for somebody to tell you to do the right things while problems are
already lying at your door. First appreciate the problems. Second take initiative
to solve the problems for the sake of development of the poor country, Ethiopia.
Present and defend your initiatives in front of higher policy makers. You will get
satisfaction not only for your organizational and personal sake but also for
contributing for the development of your country at large. Dont be so restrictive
on regulations. You might be the one who, on the basis of the countrys policy,
designed such regulations. Try to look at and streamline it from
time to time based on the feedback of your king customer as well
as taking into considerations prevailing situations. Try to help your
customer in providing as much information as possible without
any reservation.

15. Other Organizations' Experience

Requested- 7
Responded- 3 (43 % )
List of experiences retrieved from other organizations
Ministry of Trade & Industry
Ministry of Revenue
Ethiopian Investment commission