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And the Survey Says...

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And the Survey Says...

In 1999, the Federal Reserve System conducted a nationwide customer satisfaction survey to explore financial institutions' perceptions of the Fed's products and services.

The results revealed which components of our financial services are most important to you, including the quality of check processing and check adjustments, ease of use of monthly billing statements, and all aspects of customer service and FedLine® software. This feedback will help the Fed System and the Eighth District identify strategic initiatives that will improve our products and services.

While responses varied slightly by District, customer service remained a principal factor in overall satisfaction. We plan to compare the Eighth District survey results to the consolidated nationwide results to identify best practices and better meet customer needs.

This survey is unique because it is the first time we interviewed customers throughout the nation simultaneously. More than 2,500 telephone interviews were completed to ensure a statistically valid response rate.

We appreciate your feedback and are taking steps to address your concerns. The St. Louis Fed will collaborate with the other Reserve Banks to address the areas most important to customers and will monitor progress through internal reporting mechanisms and future surveys.