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service_quality (1)

Sangam Leader Meetings provide an interactive platform for BFIL members. Thousands of our centre (sangam) leaders help in gathering member feedback on BFIL services and help us better understand their needs. In FY09, through the 150 Sangam leaders meeting conducted, we managed to reach out to approximately 60,000 Sangam leaders representing 2.8 million members in the states of Andhra Pradesh, Karnataka, Maharashtra, Orissa, West Bengal, Madhya Pradesh, Chhattisgarh, Gujarat, Rajasthan and parts of Uttar Pradesh. Special desks and suggestion boxes are set up at the SLMs where member feedback and issues are registered and addressed. Surveys on existing products happen at every SLM. These sessions also help members understand and know BFIL better. The SLMs are a great way to connect with our members and build brand loyalty. Many of our new initiatives like retail insurance, education and housing projects are an outcome of feedback and inputs received at SLMs. BFIL expects to conduct SLMs every year across all operating states.


Bharat Financial Inclusion Limited’s toll-free Member Helpline (1-800-300-10000) has been offering services in seven Indian languages, namely Bengali, Hindi, Kannada, Malayalam, Marathi, Odia and Telugu.

The Member Helpline has a 15-hour operational window from Monday to Friday and an 8-hour operational window on the first, third and fifth Saturdays. These operations are carried out in a technically equipped, professional environment, with prescribed, approved and reviewed processes, SLA & TATs and Escalation Matrix.


We obtain feedback from group leaders through pre-paid postal letters. The letters are pre-printed in vernacular languages with well-defined fields where group leaders provide feedback. In the first phase of this initiative, more than 65,000 letters have been dispatched to group leaders of selected branches in Andhra Pradesh, Karnataka, Bihar, Uttar Pradesh and West Bengal. Nearly, 4,000 of these letters have been received and data is being collated.