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 Sangam Leader Meetings provide an interactive platform for SKS members. Thousands of our centre (sangam) leaders help in gathering member feedback on SKS 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 SKS 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. SKS expects to conduct SLMs every year across all operating states.  We are piloting a dedicated toll-free phone number for our members. This service will help members register their complaints and issues, as well as obtain information on existing products and services. The toll-free number service is monitored by a dedicated team which ensures that issues and complaints registered, are resolved in a timely manner. Software and other tools have been developed to ensure smooth operations. The service will be rolled out in phases in the coming months.  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. |
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