FirstCaribbean Bank International

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	ALL RESPONSES WILL BE HELD IN THE STRICTEST OF CONFIDENCE
	CONTACT NAME:	(Required)
	COMPANY NAME:	(Required)
	E-MAIL ADDRESS:	(Required)
	PHONE NUMBER:	(Required)

S1.

Please indicate the job category which best describes your current position.

Chief Executive Officer / Board Member :

Chief Finance Officer / Chief Accountant / Vice-President of Finance :

Senior Accountant / Senior Finance Officer / In-House Legal :

Other : (please specify)

First, we would like to discuss your feelings on the performance of the FirstCaribbean Capital Market Unit in general.

SECTION A – OVERALL PERFORMANCE

A1.

Below is a scale which ranges from Very Poor to Excellent. Please use this scale to indicate how you would rate the overall performance (including personnel, products/services etc.) of FirstCaribbean International Bank.

Very Poor	Poor	Fairly Poor	Neutral / Indifferent	Fairly Good	Good	Excellent	Don't know / Can't say

A2.

Consider what you pay for the services you receive from the FirstCaribbean Capital Markets Unit. Please use the scale provided below to rate the overall value you receive from these services?

Very Poor	Poor	Fairly Poor	Neutral / Indifferent	Fairly Good	Good	Excellent	Don't know / Can't say

A3.

Overall, how satisfied are you with the service provided by the FirstCaribbean Capital Markets Unit?

Very Dissatisfied Dissatisfied Fairly Dissatisfied Neutral / Indifferent Fairly Satisfied Satisfied Very Satisfied Don’t know / Can’t say

SECTION B – CUSTOMER SATISFACTION

	Now, let’s focus on your interactions, within the past three months, with your main FirstCaribbean Capital Markets Unit.
B1.	On a scale from 1 to 7 where 1 is Very Dissatisfied and 7 is Very Satisfied, please rate your satisfaction with the performance of the FirstCaribbean Capital Markets, in the following areas.

A satisfaction scale is provided below for guidance

Very Dissatisfied Dissatisfied Fairly Dissatisfied Neutral Fairly Satisfied Satisfied Very Satisfied Don't Know

1 2 3 4 5 6 7 9

	SERVICES How satisfied are you that the FirstCaribbean Capital Markets...	SATISFACTION LEVEL	DK/NA
		1234567	9
1.	Responds to your needs in a timely manner
2.	Has staff who are specialists in the relevant markets
3.	Has staff who are specialists in providing product options
4.	Treats you with respect
5.	Has staff who provides you with innovative solutions
6.	Is good at structuring products to meet your unique needs
7.	Has staff who are willing to follow up with you on a problem until it is resolved
8.	Provides you with quality solutions
9.	Offers consistently good service

* DK/NA = Don't Know/Not Applicable

B2.1.

What could FirstCaribbean Capital Markets have done better when structuring your product or service?

B2.2

What other product/service innovations would you like to see from FirstCaribbean’s Capital Markets Unit?

Securitization
Structured Notes
Commercial Paper / Asset-backed Commercial Paper
Leverage Finance
Mergers & Acquisitions Advisory Services
Mezzanine Financing
Equity Underwriting
REITs
US 144a Bond Offerings (International Bond Offerings)

B2.3

Which of the FirstCaribbean Capital Markets products do you use or will require most often within the next 12 - 24 months?

Bond Underwriting
Equity Underwriting
US 144a Private Placement Bond offered with Barclays Capital
Project Financing (BOLT, BOT, real estate financing, etc)
Syndicated Loans
Other (please specify)

SECTION C – LOYALTY

C1.

Within the next twelve months, how likely are you to continue using FirstCaribbean’s Capital Markets Unit for the same services you currently use? Please use the likelihood scale below which ranges from Very Unlikely to Very Likely.

Very Unlikely Unlikely Fairly Unlikely Neutral Fairly Likely Likely Very Likely Don't know / Can't say

C2.

And, within the next twelve months, if you are seeking new Capital Markets services, how likely are you to consider FirstCaribbean’s Capital Markets Unit as a provider of these services?

Very Unlikely Unlikely Fairly Unlikely Neutral Fairly Likely Likely Very Likely Don't know / Can't say

C3.

If you knew a colleague or business partner who was dissatisfied with their current bank or financial institution, how likely are you to recommend FirstCaribbean to them?

Very Unlikely Unlikely Fairly Unlikely Neutral Fairly Likely Likely Very Likely Don't know / Can't say

SECTION D – CUSTOMER EXPERIENCE

D1.

Next, I am going to read a list of statements that could be used to describe your banking experience when you interact with FirstCaribbean Capital Markets staff. Using a scale which ranges from 1 (Completely Disagree) to 7 (Completely Agree), please select the level of agreement that best describes your experience.

Very Poor Poor Fairly Poor Neutral / Indifferent Fairly Good Good Excellent Don't know / Can't say

An agreement scale is provided for guidance.

Completely Disagree Strongly Disagree Disagree Neutral / Indifferent Agree Strongly Agree Completely Agree Don’t know / Can’t say

1 2 3 4 5 6 7 9

	FIRSTCARIBBEAN….	LEVEL OF AGREEMENT	DK/NA
		1234567	9
1.	Employees are competent in fulfilling my Capital Markets requests.
2.	Employees listen to me and take time to understand my Capital Markets needs.
3.	Employees provide information, which assists me in determining which Capital Markets product or service is best suited for my business.
4.	Employees take personal responsibility for their actions (even when things do not go well).
5.	Employees are courteous in their face-to-face interactions.
6.	Employees are available to my company when needed.
7.	Employees respect my time when I am conducting transactions with the Capital Markets Unit.
8.	Employees are professional in their dress.
9.	Employees are professional during telephone conversations.
10.	Employees appear calm under pressure (e.g. when dealing with a difficult situation)
11.	The products and services offered by the FirstCaribbean Capital Markets Unit are distinct from those offered by other units within the Bank (e.g. Corporate Banking)

* DK/NA = Don't Know/Not Applicable

SECTION E – BRAND HEALTH

E1.

Below is a list of statements that could be made about any bank. Using a scale ranging from 1 (Completely Disagree) to 7 (Completely Agree), please select the level of agreement that best represents how you feel about the FirstCaribbean Capital Markets Unit.

Very Poor Poor Fairly Poor Neutral / Indifferent Fairly Good Good Excellent Don't know / Can't say

An agreement scale is provided for guidance.

Completely Disagree Strongly Disagree Disagree Neutral / Indifferent Agree Strongly Agree Completely Agree Don’t know / Can’t say

1 2 3 4 5 6 7 9

	SERVICES How satisfied are you that the FirstCaribbean Capital Markets...	LEVEL OF AGREEMENT	DK/NA
		1234567	9
1.	Offers products and services that meet my investment criteria
2.	Offers services that are on par with Regional and International standards
3.	Listens to me and takes time to understand my needs
4.	Makes me feel like they appreciate my business
5.	Demonstrates by its actions that it puts customers first
6.	Makes me feel like they are my partner when I am doing business with them
7.	Is an innovative bank in tailoring solutions to meet my needs
8.	Demonstrates a commitment to the region in the way they conduct business
9.	Offers products and services that reflect the needs of this region’s customers
10.	Offers competitive rates and fees
11.	The products and services offered by the FirstCaribbean Capital Markets Unit are distinct from those offered by other units within the Bank (e.g. Corporate Banking)

* DK/NA = Don't Know/Not Applicable

SECTION F- PROBLEM INCIDENCE & RESOLUTION

F1.

Within the past three months, have you had a problem or complaint with FirstCaribbean Capital Markets’ products or services?

Yes ( GO TO F2 )
No (GO TO G1)

F2.

Please select the response below that most closely matches the nature of your most recent complaint? (ONE RESPONSE ONLY)

Staff attitude
Untimely response (transaction processing time)
Late/Non-receipt of statement
Incorrect fees applied
Late/Non-receipt of payment from investments
Other (please specify)

F3.

And did you formally lodge this complaint with FirstCaribbean’s Capital Markets Unit?

Yes ( GO TO F4 )
No (GO TO F6)

F4.

Which of the following statements best describes the current status of this complaint?

Complaint fully resolved
Complaint now being resolved
Was told nothing could be done about complaint
Other (please specify)

F5.

To date, how satisfied are you with the manner in which this complaint has been handled?

Very Dissatisfied Dissatisfied Fairly Dissatisfied Neutral / Indifferent Fairly Satisfied Satisfied Very Satisfied Don’t know / Can’t say

GO TO F6 GO TO G1

F6.

Would you like a FirstCaribbean Capital Markets representative to contact you about your problem or about the handling of your complaint?

Yes
No GO TO G1

SECTION G – OTHER COMPETITIVE BANKS

G1.

Is FirstCaribbean Capital Markets your main service provider, that is, the one with which you conduct the majority of your Capital Markets transactions?

Yes ( GO TO END )
No GO TO G2

G2.

Would you mind telling us the name of your main Capital Markets service provider?

G3.

Overall, how does the service you receive from FirstCaribbean Capital Markets compare to that you receive from your main Capital Markets service provider? Is FirstCaribbean’s service…?

Much worse Worse Same as Better Much better

G4.

Consider the products and services you receive from the Capital Markets Units of other financial institutions. Which services would you say FirstCaribbean is least competitive in?

Debt Underwriting

Equity Underwriting

Project Financing

Fees

Mergers & Acquisitions

Other (please specify)

THAT BRINGS US TO THE END OF THE SURVEY. THANK YOU VERY MUCH FOR YOUR COOPERATION AND TIME.
PLEASE CLICK THE 'SUBMIT' BUTTON BELOW TO COMPLETE THE SURVEY.