Late last year, the Federal Reserve System conducted a second National Customer Satisfaction Survey, asking for your feedback on our products and services. With the help of an outside market research firm, we conducted telephone interviews with CEOs at more than 2,500 financial institutions—including 272 CEOs in the Eighth District. We asked participants to rate the quality of our service in our business functions, and the results were encouraging. (See chart.)
|Business Function||2002 Survey Score*||1999 Survey Score*||Change|
|Check—Payor Bank Services||63||67||-4|
|Overall Customer Service||61||60||+1|
|*Scores represent the percent of responses rating the services as "Excellent" and "Very Good."|
Overall, the survey findings told us the following:
After the 1999 survey, we took action to improve service, and it's clear that those improvements have had an impact in some of our service areas. Over the coming months, we'll identify more improvement opportunities and key priorities for the future—and we'll keep you informed of our efforts along the way. Thanks for letting us know how we're doing!
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