Note: QCS stands for Question, Complaint, Suggestion

# To Call. For
MONTH Information
January
February
March
April
May
June
July
August
September
October
November
December
Total 0

TYPE January
EXTENSION OF TIME TO PAY CREDIT
INCREASE CREDIT COVERAGE
INCREASE GEOGRAPHICAL CREDIT COVERAGE
SYSTEM CRASH
PRE PAY CREDIT - ADVANCES ON PAYMENTS
INADEQUATE COLLECTION
TEMPERATURE - INSTALL AIR CONDITIONING
DELAY AND NON COMPLIANCE WITH PRE ACCORDED VISITS
DELAY IN CREDIT STUDY
DELAY IN THE DELIVERY OF DOCUMENTS
DELAY IN THE RENEWAL OF CREDIT
DELAY IN THE RESPONSE AFTER THE VISIT
DELAY IN DISBURSEMENT
DELAY IN DELIVERING CONTRACT
DIFFICULTY TO COMMUNICATE WITH AGENCIES BY PHONE
DISBURSE LARGE AMMOUNTS IN CHECK INSTEAD OF CASH
POOR EXPLANATION REGARDING DOCUMENTS
LACK OF EXPLANATION FOR DENIAL OF CREDIT OR AMMOUNT OF CREDIT GRANTED
BRANCH SCHEDULE
PROBLEMS WITH WAIT-IN-LINE TECHNOLOGY
PROBLEMS WITH CERTIFICATIONS
PROBLEMS WITH INSURANCE
BREACH OF AGREEMENT FOR PAYMENT
DISSATISFACTION WITH SERVICE
DISSATISFACTION WITH FACILITIES
FALIURE TO ACCEPT ADVANCE ON PAYMENT
DO NOT RECEIVE THE PAYMENT OF OUTSTANDING DEBTS
GIFTS IN SPECIAL DATES
OPTION TO PAY THROUGH THE INTERNET
OPTION TO PAY CREDIT IN FULL BEFORE DUE
LACK OF INFORMATION OF PRODUCTS AND SERVICES
INABILITY TO MAKE PAYMENT AGREEMENT
POOR CASHIER PROCESS
REFUSAL TO BE ACCEPTED IN STAR CLIENT STATUS
PAYMENT RECIEPTS
RECEIVE PAYMENT BY CREDIT CARD
RECONSIDERATION OF CREDIT COMMITTEE
REPORT IN CREDIT BUREAU
CREDIT REQUIREMENTS
SUGGESTION TO OPEN A NEW BRANCH
INTEREST RATES AND DISCOUNTS
WAITING TIME HIGH IN DAYS OF CONGESTION

TOTAL 0
TYPE-CONGRATULATIONS
SATISFACTION WITH THE SERVICES RENDERED
TOTAL 0

Level 1 for incidentals per month

Level 2 for incidentals per month
Level 3 for incidentals per month
 QCS TOTAL

0 0

February March April May June July August

 213 0 0 0 0 0 0

227 0 0 0 0 0 0

incidentals per month

incidentals per month
incidentals per month
September October November December
0 0 0 0

0 0 0 0
 OFFICIALS
Name Agency January February March April May

TOTAL #REF! #REF! #REF! #REF! #REF!

Level 1 Incidence per month

Level 2 incidence per month
Level 3 Incidence per month
Consecutive month with claims
CIALS
June July August September October November December

#REF! #REF! #REF! #REF! 0 0 0 #REF!

 QCS and Congratulations For Agencies
AGENCIES January February March April May

TOTAL 0 0 0 0 0

Level 1 Incidence
Level 2 Incidence
Level 3 Incidence
Agencies
June July August September October November December

0 0 0 0 0 0 0
TOTAL
 PQRs by A
Tipología Agencia
EXTENSION OF TIME TO PAY CREDIT
TOTAL
INCREASE CREDIT COVERAGE
TOTAL
INCREASE GEOGRAPHICAL CREDIT COVERAGE
TOTAL
SYSTEM CRASH
TOTAL
PRE PAY CREDIT - ADVANCES ON PAYMENTS
TOTAL
INADEQUATE COLLECTION
TOTAL
TEMPERATURE - INSTALL AIR CONDITIONING
TOTAL
DELAY AND NON COMPLIANCE WITH PRE ACCORDED VISITS
TOTAL
DELAY IN CREDIT STUDY
TOTAL
DELAY IN THE DELIVERY OF DOCUMENTS
TOTAL
DELAY IN THE RENEWAL OF CREDIT
TOTAL
DELAY IN THE RESPONSE AFTER THE VISIT
TOTAL
DELAY IN DISBURSEMENT
TOTAL
DELAY IN DELIVERING CONTRACT
TOTAL
DIFFICULTY TO COMMUNICATE WITH AGENCIES BY PHONE
TOTAL
DISBURSE LARGE AMMOUNTS IN CHECK INSTEAD OF CASH
TOTAL
POOR EXPLANATION REGARDING DOCUMENTS
TOTAL
LACK OF EXPLANATION FOR DENIAL OF CREDIT OR AMMOUNT OF CREDIT GRANTED
TOTAL
BRANCH SCHEDULE
TOTAL
PROBLEMS WITH WAIT-IN-LINE TECHNOLOGY
TOTAL
PROBLEMS WITH CERTIFICATIONS
TOTAL
PROBLEMS WITH INSURANCE
TOTAL
BREACH OF AGREEMENT FOR PAYMENT
TOTAL
DISSATISFACTION WITH SERVICE
TOTAL
DISSATISFACTION WITH FACILITIES
TOTAL
FALIURE TO ACCEPT ADVANCE ON PAYMENT
TOTAL
DO NOT RECEIVE THE PAYMENT OF OUTSTANDING DEBTS
TOTAL
GIFTS IN SPECIAL DATES
TOTAL
OPTION TO PAY THROUGH THE INTERNET
TOTAL
OPTION TO PAY CREDIT IN FULL BEFORE DUE
TOTAL
LACK OF INFORMATION OF PRODUCTS AND SERVICES
TOTAL
INABILITY TO MAKE PAYMENT AGREEMENT
TOTAL
POOR CASHIER PROCESS
TOTAL
REFUSAL TO BE ACCEPTED IN STAR CLIENT STATUS
TOTAL
PAYMENT RECIEPTS
TOTAL
RECEIVE PAYMENT BY CREDIT CARD
TOTAL
RECONSIDERATION OF CREDIT COMMITTEE
TOTAL
REPORT IN CREDIT BUREAU
TOTAL
CREDIT REQUIREMENTS
TOTAL
SUGGESTION TO OPEN A NEW BRANCH
TOTAL
INTEREST RATES AND DISCOUNTS
TOTAL
WAITING TIME HIGH IN DAYS OF CONGESTION
TOTAL
 PQRs by Agency
Enero Febrero Marzo Abril Mayo Junio Julio Agosto Septiembre Octubre
Noviembre Diciembre
 QCS SENT TO SUPERVISOR
AGENCIES JANUARY FEBRUARY MARCH APRIL MAY

TOTAL 0 0 0 0 0

Level 1 Incidence
Level 2 Incidence
Level 3 Incidence
CS SENT TO SUPERVISOR
JUNE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER

0 0 0 0 0 0 0
 TYPE MES N. PQRS
EXTENSION OF TIME TO PAY CREDIT
INCREASE CREDIT COVERAGE
INCREASE GEOGRAPHICAL CREDIT COVERAGE
SYSTEM CRASH
PRE PAY CREDIT - ADVANCES ON PAYMENTS
INADEQUATE COLLECTION
TEMPERATURE - INSTALL AIR CONDITIONING
DELAY AND NON COMPLIANCE WITH PRE ACCORDED VISITS
DELAY IN CREDIT STUDY
DELAY IN THE DELIVERY OF DOCUMENTS
DELAY IN THE RENEWAL OF CREDIT
DELAY IN THE RESPONSE AFTER THE VISIT
DELAY IN DISBURSEMENT
DELAY IN DELIVERING CONTRACT
DIFFICULTY TO COMMUNICATE WITH AGENCIES BY PHONE
DISBURSE LARGE AMMOUNTS IN CHECK INSTEAD OF CASH
POOR EXPLANATION REGARDING DOCUMENTS
LACK OF EXPLANATION FOR DENIAL OF CREDIT OR AMMOUNT OF
CREDIT GRANTED
BRANCH SCHEDULE
PROBLEMS WITH WAIT-IN-LINE TECHNOLOGY
PROBLEMS WITH CERTIFICATIONS
PROBLEMS WITH INSURANCE
BREACH OF AGREEMENT FOR PAYMENT
DISSATISFACTION WITH SERVICE
DISSATISFACTION WITH FACILITIES
FALIURE TO ACCEPT ADVANCE ON PAYMENT
DO NOT RECEIVE THE PAYMENT OF OUTSTANDING DEBTS
GIFTS IN SPECIAL DATES
OPTION TO PAY THROUGH THE INTERNET
OPTION TO PAY CREDIT IN FULL BEFORE DUE
LACK OF INFORMATION OF PRODUCTS AND SERVICES
INABILITY TO MAKE PAYMENT AGREEMENT
POOR CASHIER PROCESS
REFUSAL TO BE ACCEPTED IN STAR CLIENT STATUS
PAYMENT RECIEPTS
RECEIVE PAYMENT BY CREDIT CARD
RECONSIDERATION OF CREDIT COMMITTEE
REPORT IN CREDIT BUREAU
CREDIT REQUIREMENTS
SUGGESTION TO OPEN A NEW BRANCH
INTEREST RATES AND DISCOUNTS
WAITING TIME HIGH IN DAYS OF CONGESTION
TOTAL 0
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