Small Business Corporation (SBCorp), the financing arm of the Department of Trade and Industry (DTI) reports an improved Customer Satisfaction Rating of 99 percent for 2021.

In a Customer Satisfaction Survey (CSS) conducted by a market research firm Market Relevance, Inc. 99 percent of SBCorp borrowers were satisfied with its services. This is a point improvement from the 2019 and 2020 satisfaction rating of 97 percent and 98 percent respectively. Respondents manifested satisfaction with the following SB Corp services: (1) loan product features, specifically the low/zero interest fees, (2) fast processing of loans, and (3) reasonability of payment terms.

The 2021 survey expressed the sentiments of 500 respondents borrowers who have availed of SBCorp loan programs in the previous year.  Respondents included 410 micro, small, and medium enterprises (MSME) borrowers under the Bayanihan CARES program, 30 under the P3 Retail program, 10 respondents under the Regular Retail program, and the remaining 50 under the regular and P3 wholesale lending program including  partner financial institutions such as cooperatives and rural banks.


One of the more significant survey results is the improvement in the overall score of 79 percent for the group of respondents that stated that they are “Very Satisfied” clients of SB Corp. This is a marked increase from the previous year’s score of 72 percent.

“SBCorp acknowledges the need to deliver services that are consistent with the current needs of the market and CSS results provided us with useful insights to better serve our stakeholders. With innovation in mind, the Corporation is committed to continue exploring ways to provide better access to government financing for its target MSME segments,” SBCorp President and CEO Ma. Luna E. Cacanando explained.


The survey is conducted annually in compliance with the Governance Commission for Government Owned or Controlled Corporations (GCG) requirement for all GOCCs to commission a third-party CSS provider. Results of the CSS will provide  the Government Owned or Controlled Corporations (GOCCs) unbiased source of inputs to continuously improve its processes and implement needed enhancements especially in terms of customer management.