A Study of Lead Generation and Customer Consideration in Personal Loan Sales at HDFC Bank

Author

Ram Santosh Sarode


Abstract

 This study examines the early stages of personal-loan acquisition by analysing how prospective customers become aware of Personal Loans and how different lead-generation sources are associated with customer consideration. The research uses primary responses from 100 respondents collected through a structured questionnaire. The analysis covers demographic characteristics, personal-loan consideration, awareness sources, borrowing purpose, product-selection factors, perceived importance of response speed and the effectiveness of bank representatives. The results show that 58% of respondents would consider a Personal Loan and a further 22% selected “Maybe”, indicating that 80% of the sample is either positively disposed or potentially convertible at the consideration stage. Bank representatives and telecalling account for the largest awareness share at 30%; however, branch visits show the highest positive consideration rate at 76.5%, followed by referrals at 65.0% and existing bank relationships at 61.1%. Processing time is the most frequently selected product-selection factor at 22%, while 81% of respondents regard a quick bank response as important or very important. Representatives receive a positive effectiveness rating from 67% of respondents. The study therefore distinguishes descriptive channel performance from causal or actual loan-conversion claims and proposes a multi-channel, qualification-led approach to personal-loan acquisition.



Keywords

lead generation, customer consideration, personal loan, HDFC Bank, retail banking, lead quality, telecalling, customer acquisition



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References


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