Financial Client Satisfaction Index
How It Works

The World Wide Web and today's interactive technology make the Financial Client Satisfaction Index an easy and inexpensive way to gather extensive information on an ongoing basis to help you improve your customer satisfaction.  Progressive managers of financial institutions can monitor client satisfaction on a monthly or quarterly basis, just like margin, volumes, return on assets, and return on equity. And with so many changes occurring in our industry, it is crucial that we stay abreast of our individual customers' satisfaction with our service.

This web site provides the tools, support, instructions, everything you need to completely and accurately survey your organization's customers.  The result of this combined effort will generate a full spectrum of easy to understand comparison charts and trend lines. These reports save time and resources and will prove valuable enhancements to monthly or quarterly management reviews.

Comparison Benchmarks

You can conduct your survey on a monthly or quarterly basis. You will be able to see trends and comparisons with other participants.  For example, you will be able to compare your organization with the average of other participants, or if you are a holding company, you can compare your member organization with an average of all the banks in your company!

These comparisons are provided by means of simple "pull down menus", so common on the web today. See Sample Reports.  If you wish to compare your results with banks of specific sizes, you may pull down the “Compared to” menu. This will allow you to select from these size groups:

In addition, you can upload your data by branch or even pre code your surveys with your own unique user defined segments (MCIF categories) so you can compare these results to your overall results.

Beginners Checklist

Everything you need is here on the site. You simply choose and download your questionnaire (You can add a few of your own questions, if you like.) Send them out to customers. Get them back and upload them into the database! That's it. To help you navigate the site and make the right choices for you, print out the Beginner's Checklist and keep it handy.

User Manual

The User Manual covers the same material that is in the Beginner's Checklist, but in much greater detail. It gives you all of the choices and tells you what to do.  The two should be used together.

Strategy Grid

The survey asks customers to rate 20 attributes on two scales...How Important each one is....and How Well Your Organization Scores on each one. This simple concept turns into a very important management tool which we call The Strategy Grid.  Click here to read a recent article from the Bank Marketing Magazine.

Delivers "Breakthrough Pricing"

Prior to the evolution of the internet as an interactive "do it yourself" technology, the cost of conducting on-going customer satisfaction surveys amounted to tens of thousands of dollars. Now with the Financial Client Satisfaction Index website tools, you may conduct your own satisfaction surveys at a fraction of the cost and with far greater timeliness. Please review the entire web site and then review our fee schedule . 

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