RESEARCH GOALS - Key information in 5 critical areas:
 
1.Customer Satisfaction. The 25 attributes are selected to provide feedback on the following: branch locations, products & services, service provided, and overall satisfaction. Additionally, customers are asked to provide information about themselves for the purpose of examining demographic segments individually.
2.Relative Importance. In addition to asking pertinent questions, the FCSI survey requests that customers rate the importance of each of the attributes.
3.Comparisons. Your customers are asked to compare your service with both other financial services providers and other companies in general.. This will help illuminate your competitive position in your market place(s).
4.Loyalty. The FCSI delves into your customers' thoughts regarding their  future use of financial products; and if they would recommend your organization to a friend.
5.Trends. Of significant importance, the FCSI web site is designed to help you track your results over time!  While it is important to know how you are currently doing,  it is even more important to see the how well your changes are being received.  The impact of offering new services, later hours, more locations, is having on your overall client satisfaction..