This summer, the Federal Reserve Bank of St. Louis hosted two focus groups to gain insight into what our customers expect in terms of service. Eight depository institutions participated in each session, bringing their ideas about what the Fed does, or might do, to deliver exemplary customer service.

While the focus groups identified several positive things we do, they also told us our service is inconsistent from staff member to staff member.

Participants also felt that Fed employees are process-driven rather than solution-oriented--wrapped up in bureaucratic process, sometimes at the expense of finding solutions as quickly as possible.

To help address these issues, the Fed has rolled out a comprehensive customer service program designed to help all Eighth District employees incorporate service-related behaviors into their jobs.

This program, teamed with steps we've already taken to improve our customers' first point of contact--such as creating the new Services Directories--should go a long way toward improving our level of service.

You can help us improve further by providing us with feedback. In the past, you were sent several "We're All Ears" feedback cards. Please complete those cards and send them to us. If you need more, contact the Customer Service Program Office at (314) 444-4663 or 1-800-333-0810, ext. 44-4663.