`SUMMER PROJECT REPORT

ON

“Process management of Mortgages and Analysis of customer who

have taken loan against Gold from the Bank.”.

At

Housing development finance corporation bank (HDFC) ,Jaipur.

In the partial fulfillment for the requirement for Award of

“Post Graduate Diploma in Business Management”

Submitted By:

Sapna sharma(320)

Project Guide

Corporate Guide

Prof.Terjani Goyal Mr.

Vinod Vijay

Faculty, FMS-IRM Regional credit Manager

(LAP)

JAIPUR Mr.

Gaurav Gattiwal

Asst.Credit Manager (Tw/Gl)

HDFC

BANK JAIPUR

INSTITUTE OF RURAL MANAGEMENT, JAIPUR

Faculty of Management Studies

Institute of Rural Management, Jaipur

CERTIFICATE

This is to certify that the summer training report titled “Process

management of mortgages and analysis of customer who have

taken gold loan from bank ” is a record of project work done by Ms Sapna

Sharma under my guidance and supervision and that it has not previously

formed the basis for the award of any degree, fellowship or associate ship to

her.

Date:

Prof.Terjani goyal

Place: (Faculty Guide)

DECLARATION

I, do hereby declare that the report entitled “Process Management of

Mortgages and Analysis of customer who have taken Gold loan from

the bank” is an original piece of work carried out by me at HDFC Bank

Jaipur.

The abstract or any form of report has not been published earlier and it

presents the original work done by me during the Summer Internship

Programme under Post Graduate Diploma in Business Management, Faculty

of Management Studies - Institute of Rural Management (FMS-IRM), Jaipur

from 16th May, 2010 to 30th June 2010, from Housing development finance

corporation Jaipur.

Place: Jaipur .

Date: Sapna

sharma

ACKNOWLEDGEMENT

“The completion of any project depends upon the co-operation, coordination and combined

efforts of several resources of knowledge, inspiration & energy”. I always knew that in an

organization, the work atmosphere yields enormously on an individual’s productivity and quality

of work.the competence and expertise of people around me at HDFC bank Jaipur. Was a factor

that motivated me to strive and achieve nothing short of perfection.

I owe a great many thanks to all those, without whom this project wouldn’t have been as much a

learning experience and as successful. To those, who helped and supported me during the course

of this project.

My deepest sense of gratitude for the Faculty-in-Charge, Prof. Terjani Goyal,FMS-IRM,Jaipur,

for constant guidance, professional help and support during the course of the project, for .guiding

me and helping me at all times during the project. She was the key inspirer for me and without

his guidance this project would have been a distant reality.

I express my thanks to the Company Guide, Mr.Vinod Vijay (Regional credit Manager) & Mr

Gaurav Gattiwal ( Asst.credit manager) HDFC bank for extending his support and guidance for

this project. Thanks and appreciation to the helpful people at bank Branch, for their support.

Iam hereby thankful to; Ms yashasvi jain , Mr vipul sogani Mr deepesh mishra, Mr sharad

Ahuja, (credit managers mortgages).Mr Ashish sharma Ms deepshika saraswat (credit

managers gold loan) .

I thank my colleagues and friends for providing constant encouragement and help. I am indebted

to them for their timely help & the enthusiasm they expressed in helping me bring this project to

the fruitful end.

Henceforth I would also like to extend my sincere token to our Director, “Brig, S.K. Gaur” for

his relentless spirit to lend a helping hand to the students. I am highly grateful to FMS-IRM,

Jaipur for their benevolent assistance.

(Sapna sharma)

Table Of ContentsSr. No. Particulars Page No.

Executive summary 7

Chapter 1 1.1 Statement of problem 8

1.2 objective of study 9

1.2.1 primary objective 9

1.2.2 secondary objective 9

1.3 practical utility of the study 10

1.4 limitations of the study 10

1.5 Research methodology 10

1.5.1 Research design 10

1.5.2 Area of sampling 10

1.5.3 Sampling technique 10

1.5.4 Sample size 11

1.5.5 Data collection method 11

1.5.6 Tools of data collection method 11

1.5.7 Tools of analysis 11

Chapter 2 HDFC Company profile 12-19

2.1 Introduction to banking sector 12-13

2.2 Introduction of company 14-18

2.3 Company history 18-19

2.4 Services offered by the company 19

Chapter 3 HDFC bank mortgage service 20-21

3.1 objectives of mortgage service 20

3.2 features of mortgage service 20

3.3 offerings of mortgage service 21

3.4 mortgage credit loan product 21

Chapter 4 PHASE 1 HDFC BANK MORTGAGE PRODUCTS 22-39

4.1 Loan against property 22-23

4.1.1 Steps in Application process 23-25

4.1.2 Documents required while applying Lap 25-27

4.1.3 Flow chart for Lap 28

4.1.4 credit mortgage process-(Lap) 29-32

4.1.5 FTR/FTNR guidelines 32-33

4.1.6 kyc guidelines 33-35

4.2 Loan against Gold 36

4.2.1 what is gold loan 36-37

4.2.2 process of gold loan 37

4.2.3 kinds of gold loan 37

4.2.4 features &benefits of gold loan 37-38

4.2.5 Eligibility criteria 38

4.2.6 Documentation required while applying gold loan 38

4.2.7 processing fee & charges 38

4.2.8 flow chart for gold loan 39

Chapter 5 PHASE 2: INTERPRETATION & ANALYSIS 40-44

5.1 comparison of HDFC Lap product with other banks 40

5.2 comparison of HDFC gold product with other banks 40

5.3 customer satisfaction survey on gold loan 41-45

Chapter 6 SWOT ANALYSIS 46-47

6.1 swot analysis on Loan against property 46

6.2 swot analysis on gold loan 47

Chapter 7 FINDINGS 48

Chapter 8 SUGGESTIONS 48

Chapter 9 CONCLUSION 49

Chapter 10 BIBLIOGRAPHY 50

Chapter 11 ABBREVATIONS 51

Chapter 12 ANNEXURE 52-53

EXECUTIVE SUMMARY-

The summer training of a management student plays an important role to develop him into a well

groomed professional. It gives theoretical concepts a practical shape in the field of applications.

The project at HDFC bank dealt with Process Management of Mortgages and Analysis of

customer who have taken gold loan from the Bank.

The forthcoming project report is divided in phases:

Phase 1: 1. To study about the process of loan against property

2. To study about gold loan provided by the HDFC bank

Phase 2: 1. Comparison of HDFC Lap & Gold loan with other banks.

2. Analysis of customer who have taken loan against gold from Bank.

The research methodology was conclusive, tentative and descriptive in nature. Both the

secondary and the primary data collection methods were taken into consideration and the

conclusions of the report were derived fundamentally on the basis of the primary data collected

and thus analyzed accordingly.

Questionnaires were circulated and mailed randomly. A few Statistical Analysis Tools like,

mean, pie charts, were used to draw inferences based on the survey .

After doing the thorough analysis it can be concluded that a vibrant and a well-developed market

which has been shown to facilitate consumption & investment, by providing loans to different

segments has a lot of potential in the coming years. The lenders as well as borrowers in the

country are growing at a very fast pace and so is their knowledge about the different products,

e.g. loan against property & loan against gold. The awareness among the Indian demographic

regarding risk and return of their repaying capacity is increasing. This ensures the long life of the

industry and banks retail asset centers.

Thus, it was a great experience to work with a company of such a high reputation.

1.1 Statement of the problem –.Banking sector is consider as one of the tentative sector of the economy where the products are

being designed according to the market need of the economy, my project report is basically on

process management mortgages & analysis of customer who have taken gold loan from the bank.

the major problem which were identified before going on for the project is reason behind

dissatisfacion & area of improvement of the customers.

1.2 . OBJECTIVE OF THE STUDY:

At HDFC Bank I was working with the Retail credit(mortgages) department, which caters

specifically to providing HDFC services to individuals meeting the necessary requirements.

1. As a part of my project I had to study the Process of Loan against Property & Gold

loan provided by the HDFC bank and to make analysis of HDFC Lap & Gold loan in

comparison to other banks & Analysis of customer who have taken gold loan from

the HDFC bank.

2. The report is divided into 2 parts : PRIMARY & SECONDARY OBJECTIVES:

1.3 Practical utility of study:

This study gives an insight that at what level HDFC bank has its reach to the general

mass. This study will help to know the current business potential for the bank. Interaction

with public helped me to know the products and services they want. Also the analysis

made by me will help HDFC to customize the product to cater their need.

1.4 Limitations of the Study-

Limited access to software of the bank

Confidential information of the bank cannot be disclosed.

1.TO STUDY ABOUT THE PROCESS OF LOAN AGAINST PROPERTY TO STUDY ABOUT GOLD LOAN PROVIDED BY HDFC BANK

2.COMPARISON OF HDFC LAP & GOLD LOAN IN COMPARISON TO OTHER BANKSANALYSIS OF CUSTOMER WHO HAVE TAKEN GOLD LOAN FROM HDFC BANK

Biased response of customers.

1.5 Research Methodology

The study undertaken by me was regarding a Process Management of mortgages and analysis of

customer who have taken loan against gold from the bank.

1.5.1 Research design:

The research conducted for Phase I is a library research. It includes:

Analysis of historical records.

Analysis of documents.

The research conducted for Phase II was descriptive research

1.5.2 Area of sampling:

The survey was broadly carried out in Rajasthan.

1.5.3 Sampling Technique:

The type of sampling taken was census sampling.

1.5.4 Sample size

Target population: The universes of the study are existing customers of HDFC bank..

200 Responses were elicited.

1.5.5 Data collection method:

Data is Collected through the questionnaires filled from telephonic interview by customer.

1.5.6 Tools of data collection method:

Primary data

Secondary data

Primary Data: Collected through the questionnaires filled from telephonic interview by

Customer.

Secondary data: Through annual report, internet, magazines, journal and websites.

1.5.7 Tools of analysis:

Presentation tools:

Pie charts

Bar graphs

Flow charts

Statistical tools:

Percentages

2. COMPANY PROFILE

2.1 INTRODUCTION TO THE BANKING SECTOR

Banking, the business of providing financial services to consumers and businesses. The basic

services a bank provides are checking accounts, which can be used like money to make payments

and purchase goods and services; savings accounts and time deposits that can be used to save

money for future use; loans that consumers and businesses can use to purchase goods and

services; and basic cash management services such as check cashing and foreign currency

exchange. A broader definition of a bank is any financial institution that receives, collects,

transfers, pays, exchanges, lends, invests, or safeguards money for its customers.

DEFINITION:

Engaging in the business of keeping money for savings and checking accounts or for

exchange or for issuing loans and credit etc.

Transacting business with a bank; depositing or withdrawing funds or requesting a loan

etc.

A banker or bank is a financial institution that acts as a payment agent for customers, and

borrows and lends money.

A banker or bank is a financial institution whose primary activity is to act as a payment

agent for customers and to borrow and lend money.

Banking Industry in India

The first bank in India, though conservative, was established in 1786. From 1786 till today, the

journey of Indian Banking System can be segregated into three distinct phases. They are as

mentioned below:

Early phase from 1786 to 1969 of Indian Banks

Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Reforms.

New phase of Indian Banking System with the advent of Indian Financial & Banking

Sector Reforms after 1991.

2.2 INTRODUCTION TO THE COMPANY

Background

The Housing Development Finance Corporation Limited (HDFC) was amongst the first to

receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the

private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The

bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered

office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank

in January 1995.

HDFC Bank's objective is to build sound customer franchises across distinct businesses so as to

be the preferred provider of banking services for target retail and wholesale customer segments,

and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank

is committed to maintain the highest level of ethical standards, professional integrity, corporate

governance and regulatory compliance. HDFC Bank's business philosophy is based on four core

values: Operational Excellence, Customer Focus, Product Leadership and People.

Capital Structure

As on 31st March, 2011 the authorized share capital of the Bank is Rs. 550 crore. The paid-up

capital as on the said date is Rs. 465,22,56,840/- (46,52,25,684 equity shares of Rs. 10/- each).

The HDFC Group holds 23.35% of the Bank's equity and about 17.44% of the equity is held by

the ADS / GDR Depositories (in respect of the bank's American Depository Shares (ADS) and

Global Depository Receipts (GDR) Issues). 28.53% of the equity is held by Foreign Institutional

Investors (FIIs) and the Bank has 4,11,464 shareholders.

The shares are listed on the Bombay Stock Exchange Limited and The National Stock Exchange

of India Limited. The Bank's American Depository Shares (ADS) are listed on the New York

Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's Global Depository Receipts

(GDRs) are listed on Luxembourg Stock Exchange under ISIN No US40415F2002.

Distribution Network

HDFC Bank is headquartered in Mumbai. As on March 31, 2011, the Bank has a network of

1986 branches in 996 cities across India. All branches are linked on an online real-time basis.

Customers in over 800 locations are also serviced through Telephone Banking. The Bank’s

expansion plans take into account the need to have a presence in all major industrial and

commercial centres, where its corporate customers are located, as well as the need to build a

strong retail customer base for both deposits and loan products. Being a clearing / settlement

bank to various leading stock exchanges, the Bank has branches in centres where the NSE / BSE

have a strong and active member base.

The Bank also has a network of 5471 ATMs across India. HDFC Bank’s ATM network can be

accessed by all domestic and international Visa / MasterCard, Visa Electron / Maestro, Plus /

Cirrus and American Express Credit / Charge cardholders.

Financials

The Bank’s total income for the quarter ended March 31, 2011, was Rs. 6,724.3 crores. Net

revenues (net interest income plus other income) at Rs. 4,095.2 crores for the quarter ended

March 31, 2011 increased by 24.0% over Rs. 3,302.1 crores for the corresponding quarter ended

March 31, 2010. Net interest income (interest earned less interest expended) for the quarter

ended March 31, 2011 was Rs. 2,839.5 crores as against Rs. 2,351.4 crores for the quarter ended

March 31, 2010. This was driven by loan growth of 27.1% and a core net interest margin for the

quarter of 4.2%

Credit Rating

The Bank has its deposit programs rated by two rating agencies - Credit Analysis & Research

Limited (CARE) and Fitch Ratings India Private Limited. The Bank's Fixed Deposit programme

has been rated 'CARE AAA (FD)' [Triple A] by CARE, which represents instruments considered

to be "of the best quality, carrying negligible investment risk". CARE has also rated the bank's

Certificate of Deposit (CD) programme "PR 1+" which represents "superior capacity for

repayment of short term promissory obligations". Fitch Ratings India Pvt. Ltd. (100% subsidiary

of Fitch Inc.) has assigned the "AAA ( ind )" rating to the Bank's deposit programme, with the

outlook on the rating as "stable". This rating indicates "highest credit quality" where "protection

factors are very high"

The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated by CARE and

Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds rated

by CARE and CRISIL Ltd. CARE has assigned the rating of "CARE AAA" for the subordinated

Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA (ind)" with the

outlook on the rating as "stable". CARE has also assigned "CARE AAA [Triple A]" for the

Banks Perpetual bond and Upper Tier II bond issues. CRISIL has assigned the rating "AAA /

Stable" for the Bank's Perpetual Debt programme and Upper Tier II Bond issue. In each of the

cases referred to above, the ratings awarded were the highest assigned by the rating agency for

those instruments.

Business Profile

Wholesale Banking

The Bank’s target market is primarily large, blue-chip manufacturing companies in the Indian

corporate sector and to a lesser extent, small & mid-sized corporates and agri-based businesses.

For these customers, the Bank provides a wide range of commercial and transactional banking

services, including working capital finance, trade services, transactional services, cash

management, etc. The bank is also a leading provider of structured solutions, which combine

cash management services with vendor and distributor finance for facilitating superior supply

chain management for its corporate customers. Based on its superior product delivery / service

levels and strong customer orientation, the Bank has made significant inroads into the banking

consortia of a number of leading Indian corporates including multinationals, companies from the

domestic business houses and prime public sector companies. It is recognised as a leading

provider of cash management and transactional banking solutions to corporate customers, mutual

funds, stock exchange members and banks.

Treasury

Within this business, the bank has three main product areas - Foreign Exchange and Derivatives,

Local Currency Money Market & Debt Securities, and Equities. With the liberalisation of the

financial markets in India, corporates need more sophisticated risk management information,

advice and product structures. These and fine pricing on various treasury products are provided

through the bank’s Treasury team. To comply with statutory reserve requirements, the bank is

required to hold 25% of its deposits in government securities. The Treasury business is

responsible for managing the returns and market risk on this investment portfolio.

Retail Banking

The objective of the Retail Bank is to provide its target market customers a full range of financial

products and banking services, giving the customer a one-stop window for all his/her banking

requirements. The products are backed by world-class service and delivered to customers

through the growing branch network, as well as through alternative delivery channels like

ATMs, Phone Banking, NetBanking and Mobile Banking.

The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and the

Investment Advisory Services programs have been designed keeping in mind needs of customers

who seek distinct financial solutions, information and advice on various investment avenues. The

Bank also has a wide array of retail loan products including Auto Loans, Loans against

marketable securities, Personal Loans and Loans for Two-wheelers. It is also a leading provider

of Depository Participant (DP) services for retail customers, providing customers the facility to

hold their investments in electronic form.

HDFC Bank was the first bank in India to launch an International Debit Card in association with

VISA (VISA Electron) and issues the MasterCard Maestro debit card as well. The Bank

launched its credit card business in late 2001. By March 2010, the bank had a total card base

(debit and credit cards) of over 14 million. The Bank is also one of the leading players in the

“merchant acquiring” business with over 90,000 Point-of-sale (POS) terminals for debit / credit

cards acceptance at merchant establishments. The Bank is well positioned as a leader in various

net based B2C opportunities including a wide range of internet banking services for Fixed

Deposits, Loans, Bill Payments, etc.

2.3 HDFC Bank history:

The merged entity now holds a strong deposit base of around Rs. 1,22,000 crore and net

advances of around Rs. 89,000 crore. The balance sheet size of the combined entity would be

over Rs. 1,63,000 crore. The amalgamation added significant value to HDFC Bank in terms of

increased branch network, geographic reach, and customer base, and a bigger pool of skilled

manpower.

In a milestone transaction in the Indian banking industry, Times Bank Limited (another new

private sector bank promoted by Bennett, Coleman & Co. / Times Group) was merged with

HDFC Bank Ltd., effective February 26, 2000. This was the first merger of two private banks in

the New Generation Private Sector Banks. As per the scheme of amalgamation approved by the

shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank received

1 share of HDFC Bank for every 5.75 shares of Times Bank.

HDFC Bank offers a wide range of commercial and transactional banking services and treasury

products to wholesale and retail customers. The bank has three key business segments:

Wholesale Banking Services - The Bank's target market ranges from large, blue-chip

manufacturing companies in the Indian corporate to small & mid-sized corporates and agri-based

businesses.

Retail Banking Services - The objective of the Retail Bank is to provide its target market

customers a full range of financial products and banking services, giving the customer a one-stop

window for all his/her banking requirements.

Treasury - Within this business, the bank has three main product areas - Foreign Exchange and

Derivatives, Local Currency Money Market & Debt Securities, and Equities. The Treasury

business is responsible for managing the returns and market risk on this investment portfolio.

HDFC Securities (HSL) and HDB Financial Services (HDBFSL) are its subsidiaries.

2.4 Services offered by the company:

Personal Banking

Accounts & Deposits

Loans

Cards

Forex

Investments & Insurance

NRI Banking

Accounts & Deposits

Remittances

Investments & Insurance Loans  Payment Services

Wholesale Banking

Corporate

Small & Medium Enterprises

Financial Institutions & Trusts

Government Sector

3. HDFC BANK MORTGAGE SERVICE

Housing Development Finance Corporation (HDFC) Bank Mortgage Service is leader in the

Indian mortgage market at present with the State Bank of India (SBI) following the lead. The

total worth of the India Mortgage Market presently is nearly US $ 18 billion. The gross domestic

product to mortgage ratio in India is very low in comparison to other developed countries. The

ratio in the foreign countries ranges from 25% to 60% whereas in India the ratio is 2.5%. The

India Mortgage Market is showing fast growth in the past few years. The foremost players in this

sector are the finance corporation but presently the commercial banks are also started playing an

important role in the development and growth of the India Mortgage Market.

3.1 OBJECTIVES OF MORTGAGE SERVICE:

To provide the customer with the best possible services

To focus on cost management and management of gains

To put emphasize on the quality of the credit and advance in form of mortgage loan

3.2 THE SALIENT FEATURES OF HDFC BANK MORTGAGE SERVICE:

The mortgage based loans provided in order to acquire real estate for commercial

purposes, and as working capital

The funding is done upto 3/4 of the cost of the project and the balance is the customers

contribution

The customer has to provide collateral securities against the loan

The main purpose of HDFC Bank Mortgage service is to provide easy access to refinancing,

renovating or owning commercial real estate through the disbursement of loans against

mortgages. The HDFC Bank Mortgage service also provide mortgage based loans as working

capital. The HDFC Bank Mortgage service is provided against presentable security such as

residential house or apartment, industrial property, urban commercial complex, possessed in the

name of the receiver of the loan. The security such as rented house can be accepted if the same

property is on a lease and the person should also have the authority to collect the rent under the

power of attorney.

3.3 OFFERINGS OF HDFC BANK MORTGAGE SERVICE:

Debt consolidation service

Home equity loans

New home loans

Latest mortgage quotes

Mortgage refinancing

Real estate lending

3.4 Mortgage credit loan product

o LAP (Loan Against Property)

o LARR (Loan Against Rental Receivables)

o DOD (Dropline overdraft mortgages)

o LCP (Loan Against Commercial Property)

o LAG (Loan Against Gold)

PHASE I: 4 HDFC BANK MAIN PRODUCTS

4.1 LOAN AGAINST PROPERTY(LAP)

LAPGOLD LOAN

A loan against property (LAP) is a loan against your house or even a plot. If all the land titles

are in place and you have an income, this is a cheaper loan option if you want some liquidity

in double quick time. Though the interest rates on this loan are higher than that of a home

loan, it is cheaper than that a personal loan or a loan against security. Loan against Property

refers to the secured loan category where the borrower gives a guarantee by using his

property as a security. The right of ownership of the property is still with the borrower, and if

he/she is unable to repay the loan amount, he/she can sell the property to pay off the debts.

In other words it actually means - a loan given or disbursed against the mortgage of property.

One can now take a loan against one's self occupied residential or commercial property, to

expand his business, plan a dream wedding, or fund one's child's education and much more.

However, one needs to give a declaration stating that these funds will not be used to carry out

any illegal activities or for any speculative purpose. The loan is given as a certain percentage

of the property's market value (usually around 40 per cent- 65 per cent). But the threshold

amount is generally defined by most lending institutions. Usually, banks and other lenders

extend a loan against property as a security, for up to 50 per cent of the market-value of the

property. However, the extent of the loan is also subject to your eligibility as per income

norms which also are stricter than home loan norms.

A loan against property gets you capital based on the value of your property. It is available

for both salaried and self-employed persons and against commercial as well as residential

property.  All this and, you don't have to sell your property to raise the capital. It's all yours

to keep if you repay the loan taken.

4.1.1 Steps involved in the application process are:

1. Application

2. Processing

3. Documentation

4. Sanctioning of the loan

5. Valuation and legal check

6. Disbursement

1. Application

Just as in case of every loan, the loan application begins the whole process. You will need to

fill in a loan application with details, personal and professional, loan requirement, details of

the property intended for mortgage etc. Make sure the details are filled in accurately.

2. Processing

Next comes the loan processing stage, the stage at which the loan process gains actual

momentum. This could start with a personal discussion followed by the bank's field

investigation. Along with the application form and the credit documents, you may have to

pay a processing fee to the bank, which could be 1-2 per cent of the intended loan. An

upfront fee could be collected to maintain your loan account records, sending income tax

certificates every year, maintaining post-dated cheques, etc. When you go for a personal

discussion, carry all the original documents pertaining to the information provided on the

application form. Do not submit any forged documents or lie about the financial details

requested. The bank's field investigation will follow; the bank might outsource this task to

third-party verification agents.

3. Documentation

Documentation includes the following;

Proof of income: Copies of last three years income tax returns (along with copies of

Computation of Income/Annual accounts, if any), Form 16/Form 16A, last three months

salary slips, copies of the last 6 months statements of all the active bank accounts that reflect

your salary/business income details etc.

Age proof: Copy of the school leaving certificate/driver's licence/passport/ration card/PAN

card/voter identity card etc.

Address proof: Utilities bills, such as phone and electricity bills, need to be provided to

prove that you are actually staying at your current address.

Identification proof: Documents with your photograph. Sometimes, one document, if it

contains a photograph, the current residential address, and the correct age can be the proof

for all three mentioned above.

Employment details: If your company is not well-known, a short summary about the nature

of the company, its business lines, its main customers, its competitors, number of offices,

number of employees, turnover, profit, etc. may be needed. Usually, the company profile that

is available on the standard website of the company is enough.

Property papers: The bank may require title deeds and other documents relevant to the

property. This will be important as the loan can be taken only against free-hold property.

Also, it can be only about 40-60 per cent of the cost of property. It is important for the bank

to establish the value of the property and its legal status before the offer can be

considered.     

Meanwhile, bank verifies your personal and employment details. The bank also does a

valuation of the property.

4. Sanctioning of the loan

Loan sanction is the next process in the series. At this stage, the bank has checked your

financial credentials based on criteria such as your income, age, qualifications, experience,

employer, nature of business (if self employed), etc. They work out the maximum loan

eligibility, and an indicative loan amount that the bank is willing to offer.

5. Valuation and legal check

Valuation and legal check on property and papers is the next stage where the focus of the

bank will shift to the property that you intend to mortgage. Make sure the property papers

and the relevant NOCs are in place. The bank's lawyer will check the property papers for

their legality. The bank may also send an expert to visit the property. This expert could be a

bank employee or an associate with a realty firm.

6. Disbursement

Once the bank has ascertained all that it needs to be assured of you as a client, the property as

a security, and your repayment capacity, it will disburse the loan. The bank does not enquire

about the purpose for which you use the loan. Though, it stipulates that the loan should not

be utilized in speculative activities.

4.1.2 DOCUMENTS REQUIRED WHILE APPLYING LOAN AGAINST PROPERTY:

Documents required

Completed loan application form with one passport size photograph

Passport

Photo PAN card

Voter's identity card

Income proof statement

Driving licence

Financial documents (all of the following)

Salaried individuals

Latest salary slip showing statutory deductions AND Form 16 (Declaration from the

employer giving the details of income and deductions, duly signed by an authorized

signatory of the Company) OR

Latest acknowledged IT returns AND

Bank statements for the last 3 months

Self-employed individuals / Proprietor

Computation of income for the last 2 years certified by a C.A. OR

P&L and balance sheet for the last 2 years certified by a C.A. AND

Copies of acknowledged IT returns for the last 2 years AND

Bank statements for the last 6 months

Partnerships

Computation of income for the last 2 years certified by a C.A. OR

P&L and balance sheet for the last 2 years certified by a C.A. AND

Copies of acknowledged IT returns for the last 2 years AND

Partnership Deed, Letter of Authority, Bank statements for the last 6 months,

CPA TO BANK

Application form

Financials & banking

Valuation Report (if loan amt is more than 50 lacs then 2 valuations required)

Cibil & Sas Report

Kyc Documents

Dedupe Report

CREDIT MANAGER TO OPERATION LOGIN

Credit Approval Memo (CAM)

Ric Sampled (Red) or Ric screened (Blue)

If the Case is greater than 1 Crore then Profile Check is also required.

Personal Discussion (pd) sheet

Valuation Report (If loan amount is more than 50 lacs then 2 valuations required)

Legal Report with a Search Reciept (check legal entry in the system)

Roc search report in case of pvt. Ltd companies.

Corporate Cibil In case of partnership companies.

RBI

FI report

The responsibility of the credit manager is to the decisioning of the file within the

defined TAT as per the policy.

4.1.3 Flow Chart For LAP

4.1.4 CREDIT MORTGAGE PROCESS -(LAP)

In this entire credit process of mortgage loans has the activities and responsibilities clearly

entrusted to the respective roles i.e. CPA,ADFC and CREDIT MANAGER

PROCESS FOR LAP:

1. objective

To ensure the following

mortgage credit product loans are decisioned as per policy

timeliness and accuracy are adhered

Credit process model-

In our model cpa is an outsourced agency who manage loan processing while Adfc are resources

from Adfc ltd. And credit managers are bank officers managing the cpa& Adfc staff wherein the

final responsibility of credit process at the location lies with them.

For processing the loan applications, HDFC bank use lasersoft system(LS) which is a web based

front end system with limited access to the system depending on functional role.

The process model briefly described below:

1. Login stage

2. Data entry and process checks initiation

3. Credit appraisal stage

1.login stage

Short proposal entry(SPE)shall be done by sales irrespective of the fact,whether the file is

sourced from hub or spoke location.in case of spoke sourced cases,SPE can be done from

respective spoke or from nearest processing hub depending on system accessibility.

Once SPE is done by sales,file will be submitted at CPA desk for checking compliance to MDCP

(minimum document credit parameters).guidelines.cpa will check for the presence of lasersoft

number on the file,check if the file has moved to PSDR stage,application sign date is mentioned

on application form or not,completeness of documentation &adherence to mdcp checklist.if

mdcp check is ok,file will be logged by selecting “FTR” in the document field &remarks&psdr

will be completed for the respective file.Appropriate entry will be made in the login register .on

the other hand if the MDCP check is not OK then the file would be returned to the sales staff

post updating FTNR code as per FTNR guidelines.

The discrepant file will be returned back to concerned sales representative post entry in the login

register.

If FTNR file is being logged–in, necessary approval/confirmation needs to be taken from credit

manager & PSDR is to be completed by selecting “FTNR_CRE”.i.e.FTNR with credit sign –off

in document field.

For non CPA locations,above mentioned login process shall be carried out by ADFC or credit

manager.

2.Data Entry &Process checks Initiation:

Once a file is logged,first check/data entry at DPE has to be of application date.needs to be

necessarily mentioned at DPE by CPA/ADFC/CM manually as per application form.The field

should not be skipped or left blank as otherwise system will capture DPE date as application date

by default &thus leading to incorrect data capturing in LS.

Partial data entry would be done at DPE by creating client profile for all applicant/co applicants

& updating minimum required income/banking/obligation information depending on credit

program as per DPE guidelines.system will then allow moving stage from DPE .simultaneously

the file would be handed over to RIC for screening/sampling.

Immediately post completion of partial DPE ,request would be sent for bank statement greater

than 6 months for HDFC bank account holders & all process checks need to be

initiated(valuation/legal/cpv)on system.if two valuations are required,both should be initiated

simultaneously.legal should be initiated upfront for all cases.

No document in any form should be handed over to external vendors for completion of process

checks till the time process checks are initiated on system.

Along with the above checks ,RBI dedupe would be initiated offline,pd would be initiated offline

as per the PD grid. ROC &LIP would be initiated offline to the concerned agency if applicable.

DEDUPE(CIBIL & SAS) will be auto triggered from system post move stage from DPE.

The CPA should also complete full DPE after initiating all process checks in the system.post

partial DPE, proposal will move to under writing bucket &would not be available at DPE stage

for completion of data entry.however, DPE can be accessed from u/w stage.CPA/ADFC/CM will

access DPE from U/W stage& complete DPE in terms of data entry.

All the verifications/checked initiated should be checked if received as specified in the process

flow and the same should be printed & attached in the file before sending the same to the credit

manager for decisioning.

3.Credit Appraisal Stage

Credit manager needs to ensure all the process checks are received & attached in the file before

decisioning.corporate CIBIL needs to be initiated for all cases GREATER THAN RS.1 CRORE.

Credit will appraise the file basis credit policy guidelines & process check reports. One of the

below four decisions can be assigned to a file ie, Approve, Reject, Forward or pending.

Approved file shall be kept with CPA/CREDIT till final approval including legal clearance &

closure of credit related subjective approvals.in case any re-look on the approved file is required

for loan amount or any other reason by the sales Team,communication regarding any

additional mitigant/document required will be made post the clarification /documentation

receipt.The application will be accorded a final decision.

For reject &pending cases ,the file shall rest with credit for a maximum period of 5 days for re-

look/query resolution &submission of additional documents, if any,& clearance of

pendancies.post the requisite information/documents,a final decision will be taken on the

application the file will then be sent to the CPA, if no change in decision & can be sent to

operations if it’s a complete approved case,including legal clearance & closure of credit related

subjective approvals.

In caseof any change in the credit promo/scheme,the necessary changes need to be made in DPE

& the necessary process check need to be initiated.

At the time of decisioning ,the credit manager needs to check the need for an additional SPE.in

case, if an additional SPE is required ,the same needs to be communicated to sales.An additional

file would not be required,but the additional proposal number would be mentioned on the file.

4 REFERENCES:

FTNR guidelines

KYC guidelines

4.1.5 FTR / FTNR Guidelines

Process for capture of FTR /FTNR capture in mortgages

Process for capture of codes

Every case logged in at CPA should have at least any of the codes, FTR, FTNR, or FTNR credit

ok captured in PSDR module

HUB LOCATION

FTNR cases

on login of a file in CPA, CPA staff will check for MDCP compliance as per the MDCP

checklist. Post checking MDCP compliance, the login status of the file, namely, FTR, FTNR, or

FTNR credit OK needs to be captured in the login register &on lasersoft. These discrepancies

should be captured on the system in the relevant FTNR codes.

Eg: Application form not signed by the applicant, would be FTNR A and in the “Remarks /

Description field, CPA will capture the Actual discrepancy in detail.

In FTNR cases, the file should be returned to sales for curing only post capturing of the FTNR

codes and detailed discrepancy. Once the file is cured and retured to CPA again, the CPA staff

should check for completeness of the FTNRs raised. If the file is clear, then login register should

again have another entry which would marked as “FTR” for that case. Once all the discrepancies

are resolved, CPA will MOVED STAGE and the file would be considered as logged in.

FTNR CREDIT OK

In cases pf any document or information discrepancies in the file, the sales staff may take credit

approval to log in the post which the file would be marked “ FTNR CREDIT OK’’ in the login

register.

FTR cases

If the file is complete in the first instances, the CPA should mark “ FTR” on both lasersoft and

the login resigter and do PSDR move stage to log-in the file.

SPOKE LOCATION

If the reaches the CPA from a spoke location, the CPA staff would first check for completeness

of the file, and do the SPE of the file and follow the process as for HUB location.

FTNR CODES IN PSDR STAGE

For every cases logged in at the CPA, ANY ONE of the below codes must be captured on the

system in PSDR stage. This can be view by sales through viewer right.

1 FTR(First time right)

2 FTNR( first time not right)

3 FTNR with credit OK (OK to login)

The below FTNR codes are created under the ‘ Document list’ available in PSDR.

FTNR will be marked in a file for the below reasons through the mentioned codes:

FTNR A – Application form realted

FTNR B –KYC Related

FTNR C-Banking related

FTNR D –Fiancials realted

FTNR E –Income norms related

FTNR F- Loans detailed/ repayment track related

FTNR G- Self attestation / OSV/ DSA Stamp related

FTNR H- Property plan / sanction plan related

FTNR I -Others

4.1.6 Know your Customer (KYC) Guidelines:

The Reserve Bank of India (RBI) has advised banks to follow a 'KYC guidelines', where in

certain personal information of the account-opening prospect or the customer is obtained. The

objective of doing so is to enable the Bank to have positive identification of its customers. This

is also in the interest of customers to safeguard their hard earned money.

The KYC guidelines of RBI mandate banks to collect three proofs from their customers. They

are

• 1. Photograph

• 2. Proof of identity

• 3. Proof of address

KYC is the initial and the most critical procedure before any customer is entertained. Therefore

to begin with I would like to bring forth some Frequently Asked Questions (FAQ) regarding

KYC.

What is KYC?

Know Your Customer - KYC enables banks to know/ understand their customers and their

financial dealings to be able to serve them better and manage its risks prudently.

Why KYC?

To establish the identity of the customer : This means identifying the customer and verifying

his/ her identity by using reliable, independent source documents, data or information. For

individuals, bank will obtain identification data to verify the identity of the customer, his

address/ location and also his recent photograph. This will be done for the joint holders and

mandate holders as well.

Are KYC requirements new?

No, KYC requirements have always been in place and Banks have been taking KYC

documents in accordance with the guidelines issued by RBI from time to time. RBI has

revisited the KYC guidelines in the context of recommendations made by the Financial

Action Task Force (FATF) on Anti Money Laundering standards and on Combating

Financing of Terrorism and enhanced the KYC standards in line with international

benchmarks.

Is KYC mandatory?

Yes. It is a regulatory and legal requirement.

Regulatory: In terms of the guidelines issued by the Reserve Bank of India (RBI) on 29th

November 1704 on Know Your Customer [KYC] Standards – Anti Money Laundering

[AML] Measures, all banks are required to put in place a comprehensive policy framework

covering KYC Standards and AML Measures.

Legal: The Prevention of Money Laundering Act, 1702 (PMLA) which came into force from

1st July, 1705 (after “rules” under the Act were formulated and published in the Official

Gazette) also requires Banks, Financial Institutions and Intermediaries to ensure that they

follow certain minimum standards of KYC and AML as laid down in the Act and the “rules”

framed there under.

When does KYC apply?

KYC will be carried out at the following stages:

Opening a new account

Opening a subsequent account where documents as per current KYC standards not been

submitted while opening the initial account

Opening a Locker Facility where these documents are not available with the bank for all the

Locker facility holders

When the bank feels it necessary to obtain additional information from existing customers

based on conduct of the account

When there are changes to signatories, mandate holders, beneficial owners etc

KYC will also be carried out in respect of non-account holders approaching the bank for high

value one-off transactions.

4.2 LOAN AGAINST GOLD

Gold Loan

For Indians, gold is considered as an essential investment from a cultural, emotional and safety

perspective. One bought, is a dead investment. It tends to lie in the locker not earning you any

money. Why not make use of it in your time of need? You can onetize this idle asset to help you

tide over your financial need. So if ever you find yourself in need of money, consider gold loans

as an option. Goldloans also know as gold deposits are loans given by banks/ NBFCs by taking

gold as a security.

Gold loans are not new to the Indian market. It existed but in the unorganized sector where

money lenders used gold as a security for providing loans. Now banks have entered this space in

a big way because the market is very large considering the fact that most Indians tend to have

sufficient investment in gold. More importantly, with more and more women working in the

family, people have become broadminded. So the social stigma that was once attached to taking

a loan on gold is gradually being eliminated. Off late, this product has become popular because

of the substantial rise in gold prices. The quantum of loan that one can get by giving gold as

security has increased tremendously making it an attractive loan proposition.

4.2.1 What is Gold Loan?

As the name suggest its loan against Gold. It’s the most convenient way to receive cash in no

time from any NBFC/Bank by pledging your Gold ornaments/Coins/bars/Exchange traded funds

ETFs/ SBI gold certificates etc., this is one loan product which comes with minimal

documentation & no processing time in short its over the counter product.

Product is designed in a way it ensures hassle free process for the customer & loan availed can

be put to any use.

Loan amount eligibility is evaluated basis on the Gold value banks usually fund 70-80% of the

gold market value & on repayment of the loan gold deposits are returned back to the customer.

This loan comes much cheaper than personal loan as it’s a secured product & rate of interest

ranges between 11.5-24% per annum.

Rate of interest is decided on two factors risk criteria ( What % of market value of Gold you are

availing loan if its 90% of the Gold market value then interest charged will be higher & vice a

versa for lower loan amount as compared to gold value) & customer relationship with the bank.

4.2.2 PROCESS OF GOLD LOAN

You offer your jewellery to the lender who can be a bank or an NBFC. The lender will evaluate

the purity of the jewellery. The charge for evaluation is generally borne by the borrower. Once

the evaluation is done, the paper work for the mortgage is done. Banks will ask you to produce

personal documents such as Pan Card, address proof among other things. The lender will give

you a loan which in most cases can be up to a maximum of 80% of the value of the jewellery.

After having repaid the loan, you get your gold back from the lender.

4.2.3 HDFC bank has two kinds of gold loan:

a) Loan Against Gold

b) Overdraft Against Loan

A- LOAN AGAINST GOLD

The HDFC Bank has offers quick and easy loan amount against gold. You can get instant loan

against your gold jewellery and ornament. You may use the loan amount for your personal uses

like gift your love one, house renewal, celebration, purchase home appliance, purchase vehicle or

repairing etc. The Loan features and benefits are as below

4.2.4 Features and Benefits of gold loan

Bank has provided loan up to Rs.10 lacs on 90% value.

Your Gold Jewelery & ornament will safe and secure at bank.

Available Any Time Liquidity (ATL) facility.

No EMI, you can enjoy loan facility with lower interest rate.

If you are HDFC bank customer, so you have special interest rate.

4.2.5 Eligibility Criteria

Applicant age should not be more than 65 years.

The Gold jewelery or ornament should be owned or any of the family member.

4.2.6 Documentation Requirement

Applicants have compulsory Proof of Identity (Voter ID Card/ Passport/ Driving License)

Address Proof (Ration Card/ Telephone or Electric Bill/ Shop & Establishment copy)

Signature Proof (Passport copy/ Driving License/ Banker’s verification/ Cheque0

Two Passport size photographs.

Latest three months Salary slips for salaried person.

4.2.7 Processing fee & Charges

Processing Charges – 1.50% or Rs. 750/-, whichever is higher.

Valuation fee charges – Nil

N.O.C. Charges – Nil

Charges for late payment of loan amount Nil

Non standard Repayment Charges – Nil

Outstation clearing charges – Nil

Cheque swapping charges – Nil

Loan cancellation/ Re-book Charges – N/A

Cheque bounce charges – Nil

Statement Charges – Nil

Renewal Processing fee charges – Rs. 500/-.

Duplicate Repayment schedule charges – N/A

4.2.8 Flow Chart for GOLD LOAN

Approach bank/nbfc for loan against gold.

Evaluation of purity of gold.

Paperwork for mortgage.

Disbursal of loan.

On repayment of the loan,you get your gold back from the lender.

PHASE 2: 5 INTERPRETATION & ANANLYSIS

5.1: Comparison of HDFC LAP product with other bank-

S.N.O PARTICULARS HDFC ICICI SBI

1. Rate of interest 11.25%(for loans upto rs 1 crore)

14.75% 14.5%

2. Processing fees 2% 1% 1%

3. Tenure 20Years 15 Years 10Years

4. Funding 60% 65% 55%

5. Maximum Age 65 60 70

6. Minimum Age 21 21 21

5.2 : Comparison of HDFC GOLD loan with other bank-

S.NO PARTICULARS HDFC ICICI MANAPPURAM

1. Rate of interest 13% 16% 13.74%

2. PROCESSING FEE 0.50% 1% 0.50%

3. FUNDING 90% 90% 90%

4. TENURE 12 MONTHS 18 MONTHS 24 MONTHS

5. AGE CRIETERIA 21-65 YEARS 18-70 YEARS 18-75 YEARS

6. MAXIMUM LOAN AMOUNT

10 LACS OR UPTO 1 CRORE

15 LACS 1 CRORE

5.3 Analysis of customer satisfaction towards Gold loan scheme provided by HDFC bank:

1. customer satisfaction towards rightly guidance by the bank executive at the time of loan

application-

Findings : Maximum no of customers said that they are guided rightly by the bank executive at

the time of loan application.

2.Time taken by valuer in valuation:

25%

40%

25% 10%

valuation done

5-15min

15-30min

30min- 1hr

more than 1 hr

Findings: out of 200 customers 65% customers get their valuation done in 5 min to 30 min. this

shows that maximum customers are satisfied by the time taken by the bank in valuation done.

3. Behaviour of valuer

50%35%

15%

Valuer Behaviour

PoliteAverageRude

Findings: Behaviour of valuer is fair towards the customer.

4. Satisfaction of customer on amount calculated by gold valuer on gold:

satisfied 72%

Dissatisfied28%

Customer satisfaction

satisfied

Dissatisfied

Findings: out ot 200 customers 72% customers are satisfied by the amount calculated by the

gold valuer on the gold loan.

5. Time taken in telephone verification?

58%30%

12%

Time taken

5-15min

15-30min

more than 1hr

Findings: maximum customer tvr was done in 5-15 min.

6. After valuation how much time customer have to wait to receive money:

25%

20%

55%

Time Taken

1hr

1-2hr

more than 2 hr

Findings: More than 50% customers have to wait for 2hr to receive money after valuation.

7. Customer satisfaction TOWARS HDFC VS OTHER BANK :

(a) Ease of documentation

HDFC 85%

OTHER

15%

EASE OF DOCUMENTATION

HDFC OTHER

Findings: most of the customers said that HDFC bank take lesser documentation in comparison to other banks.

(b) Disbursement of loan money :

HDFC

40%

OTHER

60%

Disbursement of money

HDFC OTHER

Findings: Maximum No. of customers said that other bank provide fast Disbursement of loan money.

8. Satisfaction of customer towards gold loan provided by HDFC bank?

Satisfied 65%

Dissatisfied35%

Customer satisfaction

satisfieddissatisfied

Findings: maximum no. of customers are satisfied by the gold loan provided by the HDFC bank.

6. SWOT ANALYSIS

6.1 SWOT ANALYSIS ON LOAN AGAINST PROPERTY:

STRENGHTS

Laser software (LS) has helped in making the credit appraisal procedure easier and less time consuming.

More services to privileged/ priority customers.

Easy sanctioning for the account holders.

WEAKNESS

Too many formalities. Customers get depressed due to prolonged legal and technical formalities.

OPPORTUNITY

Great potential in smaller town and cities

Branch expansion will help acquire more customers and thereby help multiply retail banking business.

Can increase customer base through marketing of the products. Campaigns about the products and services offered can be boon for bank.

Ever growing competition is a motivator for bank to always keep marching ahead.

THREATS

Changing market conditions. Constant renewal of policies by other

banks..

6.2 SWOT ANALYSIS ON LOAN AGAINST GOLD:

STRENGHTS

Right strategy for Right products. Superior customer service

vs.competitors. Strong capital raising ability Dedicated workforce aiming at making

a long-term career in the field. High degree of customer satisfaction.

WEAKNESS

Gold loan business constituted 98.5% of revenues. So any major decline in gold prices in future can adversely impact the company’s revenue.

Customer service staff need training.

OPPORTUNITY

Profit margins will be good. The gold loans market is significantly

under-penetrated and is expected to continue growing at the rate of 35-40% in the future.

an unfulfilled customer need. Changing customer attitude and life

style.

THREATS

Great risk involved. Very high competition prevailing in the

industry.

7. FINDINGS

Eligibility criteria for banks is “almost” same, not entirely

Maximum number of borrowers were satisfied due to the lower rate of

interest.

HDFC bank takes lesser documentation in gold loan and maximum number of

documentation in lap.

Valuer was not available at the time of valuation.

Customers have to wait for more than 2hrs to receive money after valuation.

Valuation was not according to customer requirement.(expectations)

Slow disbursement process of loan money.

8. SUGGESTION:

Improves disbursement process.

Bank should appoint two or more valuers at a time so the valuation

process takes less time.

Charge low processing fees in LAP.

9. CONCLUSION

There is a great scope for further improvements in loan division. Overall the

schemes are pretty good.

No competitive marketing strategy has developed to gain the business.

Lagging behind in competition

Good coordination between organization and customers, which reveals the

importance the importance of fair and clear business.

Reasons behind unsatisfaction /area of improvement in gold loan:

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Customer have to wait for more than 2hr to receive money after valuation.

Fast process requirement. Valuation was not according to customer

requirement or expectation. Delay in valuation. Valuer was not available on time. Sitting space problem

10. BIBLIOGRAPHY

WEBSTIES:

www.hdfcbank.com

www.icicibank.com

www.wikipedia.com

www.Sbibank.com

www.bseindia.com

www.google.com

www.manappuram.com

OTHER SOURCES:

HDFC annual reports 2010-2011.

MAGAZINES:-

1 Business world.

2 Business Today

NEWSPAPERS:-

1. Times of India.

2. Economic Times.

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11. ABBREVIATION

CPA- central processing agency

CM- credit managers

SPE-short proposal entry

DPE-detail process entry

MDCP-minimum document credit parameters

PSDR-pre sanction document receipt entry

RIC-risk intelligence & control unit

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12. ANNEXURE

11.1 QUESTIONAIRE

Customer satisfaction survey on gold loan

1 Do you feel you were guided rightly by the bank exec.at the time of loan application?

Strongly agree Agree netural strongly disagree disagree

2 How much time was taken in getting valuation done from the time of walk in the branch?

5-25min 25-50min 50-75min 75-100min

3 How was the behaviour of the valuer? Polite Average Rude

4 Were you satisfied with the amount calculated by the valuer of the jewelery? Satisfied Netural Dissatisfied

5 After how much time the tvr was done? 5-15min 15-30min

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More than 1hr

6 How was the conduct of the person doing the CPV? Polite Average Rude

7 Do you feel any questions were asked that you were uncomfortable answering?

Yes No

8 How much time you have to wait in the branch after getting the valuation done?

1hr 1-2hr More than 2hr

9 How was your overall experience while taking loan from HDFC bank? Good Average Poor

10 Which one would you prefer basis the following parameters?

Ease of documentation Speed of approval Timely disbursement of money Verification process Responsiveness of bank employees to your

needs

+

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11 Customer satisfaction? Satisfied Unsatisfied