Financial Client Satisfaction Index
Beginners' Checklist*

While the information on this site is very complete, it boils down to these 10 steps. Print this out and use it as your planning guide to navigate the site. The detailed instructions for all of these steps are in the User Manual.

1. Select Your Sampling Method. See Conducting The Survey You can choose among the following methods:

• Lobby Deployment (personal)
• Statement Stuffers
• Direct/Targeted Mail
• On-Line
• Telephone (see Custom Services)

There are pros and cons to each.   We recommend that your primary method be either statement stuffers or direct mail. Statement stuffers can be less expensive, but will result is a somewhat smaller response rate.  What is important, though, is that you stay with whichever method  you choose, since changing methods can effect the statistical comparability of future surveys. If you're unsure, we'll be happy to help.  Just e-mail  us.

2. Determine Your Frequency. Plan to do your paper surveys with regularity, so you can see any trends emerge. We recommend monthly or quarterly.  Remember, any on-line questionnaire you put on your site will be collecting daily. Its a good idea to integrate the presentation and discussion of your satisfaction results with your financial results.

3. Choose Format. See The Questionnaire.
For the printed format (hard copy) questionnaire you may choose between the:

• Lobby Format.  Collect in you lobbies.
• Stuffer/ Direct Mail. Comes back to your address.
• Customizable....allows you to add your own additional questions

4. Enter Branches in FCSI Data base.

The questionnaire asks customers   to identify their branch and the program allows for your results to be shown by individual branch. Be sure to enter all of your branches into the database in the Members Area. You may do the same with any special segments you may wish to track (e.g. top deciles). See Conducting the Survey.

5. Promoting The On-Line Questionnaire You may  link the on-line version of your questionnaire directly to your home page.  Here are instructions on how to do this.

6. Promoting the Lobby Questionnaire You'll need questionnaire receptacles.  You may use anything attractive and suitable, such as an inexpensive "in box" or small basket. Or you may order one of our lobby boxes.  See ordering the Lobby Box

7. Print Your Questionnaire(s) You should choose and download your questionnaire.

You may download to a disk, which you can  then take to a printer. Most printers can open and print from a disk using a .pdf file.  Or you can print out your questionnaire right from this site and take it to a printer. Make sure you put in your company name where requested. See Questionnaire.

8. Processing Questionnaires  Aim  for about 300 surveys each period; or 25 to 50 per branch (whichever is more). If you get more back, do a sample of the sample. See Conducting the Survey and Processing. Enter the data from each questionnaire into the template and upload. 

9.. Checking Your Stats  Log in and look at your data using all of the "slice and dice" feature. See Sample Reports. Look at your charts and graphs; and download those which you wish to use. You may also py acond e-mail key charts to those in your organization who need to know.

10. Share the results!  Be sure to share the results up and down the organization.

*Print this page and use it is as a checklist as you begin and get accustomed to the monthly or quarterly FCSI routine.