Financial Client Satisfaction Index
The Questionnaire

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Choose Your Version
There are two versions of the questionnaire. A paper version and an on line version. The paper version is intended for use in the lobby or as a statement stuffer/direct mail piece. The on-line contains the exact same questions as the paper version.  The difference is that your customers can go directly to your bank's unique web site that we create for you at the time of registration.  This web site houses your on line version of the questionnaire for customers to answer on line (no data entry necessary by your staff, quick and efficient!).

Download and use the paper version of the  questionnaire we've provided, customizing the address to your bank's name with our Data Base Clearinghouse address on it or addressed back to your main branch for data entry. Should you already have a customer satisfaction survey designed for your bank, copy in your format the same questions off the FCSI survey. In either case, once you collect the survey forms, you will want to upload the results into our data base so that you can get your own comparisons and trends.

More About the Survey
The questionnaire or survey was developed by Biff Motley of Motley & Associates, Inc.  After a lengthy career in the banking industry, as a banker and as a bank marketing consultant, Mr. Motley concluded that customer satisfaction research could be dramatically streamlined through the use of the internet and the world wide web.  Additionally, banks would be able to save thousands of dollars each year by utilizing the Financial Client Satisfaction Index.

You are encouraged to review the samples as noted below.  Specific attributes have been refined and worded so that customers may quickly and easily respond. But, at the same time, the structure of the survey is such that it produces an abundance of  actionable information beneficial to your bank's management and improvement of overall client satisfaction.

To see samples of the paper questionnaire click here. To see an example of the on line questionnaire click here.

There is no fee to download and use the questionnaire. We do charge an access and licensing fee to enter your results into the database and to obtain your reports. We recommend that you use the questions as they are so that your results are comparable with others in the database.

Research Goals The goals of this research is to provide management with actionable information in 5 critical areas: Customer Satisfaction. The 25 attributes are selected to provide feedback in the key areas of Locations, Products & Services, Service, and Overall Satisfaction. Customers are also asked to describe themselves, so meaningful demographic segments can be examined individually.

• Importance. Customers are also asked to rate the importance of each attribute, since this varies by geography and type of customer. Obviously, it is best to score highest on the most important attributes.

• Comparisons. Customers are also asked to compare your service with both other financial services providers as well as other companies in general with who they do business. This will help illuminate your  relative competitive position in your market place(s).

• Loyalty. Customers are asked questions regarding the future use of financial products; and whether they would recommend your organization to a friend.

• Trends. This is perhaps the most important. The CSI web site is designed to help you track the results of a standard survey over time! While it is important to know how you are currently doing, it is even more important to see the changes over time as you change your organization, change hours, offer new products, pricing, and just about everything else.

Simplicity & Low Cost This web site and its materials have been designed to help you put in place a simple, easy to use program to measure and monitor your customers’ satisfaction. As the industry changes, and you respond, there will be inevitable changes in your customers’ satisfaction. Some better. Some worse.
What's important, is that you know this as soon as possible. We recommend monthly updates and presentations to the same group of executives who review your monthly financial results.

Choosing and Deploying Your Questionnaire Click here for details on choosing and deploying your questionnaire

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