FirstCaribbean Bank International

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	ALL RESPONSES WILL BE HELD IN THE STRICTEST OF CONFIDENCE
	CONTACT NAME:	*

	COMPANY NAME:	*

	E-MAIL ADDRESS:	*

	JOB POSITION:

	Fields marked with an asterisk * are required.

S1.

Please indicate the country in which you conduct your banking transactions.

Anguilla Jamaica

Antigua St Kitts

Bahamas St Lucia

Barbados St Maarten

Belize St Vincent

BVI Turks & Caicos

Cayman Trinidad & Tobago

Dominica Curacao

Grenada

S2.

Are you a Corporate customer, Business Banking customer, or a Non-Account Holder of FirstCaribbean International Bank?

Corporate Business Banking

Non-Account Holder(i.e. Do not have an account with FirstCaribbean International Bank but conducts business with the Bank)

S3.

How long have you been conducting business with FirstCaribbean International Bank?

Less than 1 year 1 – 3 years 3 – 5 years More than 5 years

S4.

Please indicate what percentage of your business is conducted with FirstCaribbean International Bank.

Less than 25% 25% - 50% 50% - 75% More than 75%

SECTION A – OVERALL PERFORMANCE

The following questions ask respondents to evaluate a series of features/services offered by FirstCaribbean International Bank. Individual scales are provided to assist you in expressing your opinions pertaining to each of the listed features.

A1.

Below is a scale which ranges from 1 (Very Poor) to 7 (Excellent). Please use this scale to indicate how you would rate the overall performance (including staff, products/services etc.) of FirstCaribbean International Bank.

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

A2.

Please use the scale below to indicate your overall satisfaction with the Corporate Banking Centre in FirstCaribbean International Bank.

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

A3a.

Have you ever used the products of FirstCaribbean International Bank Treasury Sales and Trading Unit (e.g. Foreign Exchange, Time Deposits, derivatives, other investment products)?

Yes (GO TO A3b) No (GO TO A4)

A3b.

Overall how satisfied are you with the service you receive from the Treasury Sales and Trading Unit?

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

A4.

Overall how satisfied are you with the quality of service provided when you visit a FirstCaribbean International Bank branch?

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

A5.

Consider what you pay for the services you receive from FirstCaribbean International Bank. How would you rate the overall value you receive from these services?

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

A6.

Do you know the name of the Relationship Manager who looks after your business account?

Yes – I know his/her name
I know the person but I can’t remember the name
I don’t know the person or name, but I do have one
Not aware that I had one (GO TO B1)

A7.

Now, thinking specifically about your Relationship Manager, how satisfied are you with the overall service he/she provides?

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

A8.

Still thinking about the Relationship Manager and using a scale ranging from 1 (Very Dissatisfied) to 7 (Very Satisfied), please rate your satisfaction with him/her on the following aspects of your relationship. A satisfaction scale is provided below for guidance.

1	2	3	4	5	6	7		9
Very Dissatisfied	Dissatisfied	Fairly Dissatisfied	Neutral / Indifferent	Fairly Satisfied	Satisfied	Very Satisfied		Don’t know / Can’t say

PERFORMANCE OF YOUR RELATIONSHIP MANAGER How satisfied are you with...?		SATISFACTION LEVEL
		1 2 3 4 5 6 7
1.	The frequency of communication (e.g. telephone calls/visits) by your Relationship Manager
2.	The level of interest shown by your Relationship Manager when communicating with both yourself and your company (e.g. written, telephone and face-to-face).
3.	The speed with which your Relationship Manager gets back to you after you have left a message for him/her or when you had a query (e.g. Statements, Credit Card).
4.	The ability of your Relationship Manager to comprehensively answer and address your queries.
5.	The advice provided by your Relationship Manager on products and services that you may have an interest in (e.g. investment products etc.)
6.	Your Relationship Manager's knowledge of the peculiarities of your company.
7.	Your Relationship Manager's knowledge of the dynamics of your industry.

SECTION B – CUSTOMER SATISFACTION

B1.

Please rate your satisfaction with the performance of your FirstCaribbean International Bank in the following areas. A satisfaction scale is provided below for guidance.

1	2	3	4	5	6	7		9
Very Dissatisfied	Dissatisfied	Fairly Dissatisfied	Neutral / Indifferent	Fairly Satisfied	Satisfied	Very Satisfied		Don’t know / Can’t say

PERFORMANCE OF FIRSTCARIBBEAN INTERNATIONAL BANK How satisfied are you with...?		SATISFACTION LEVEL
		1 2 3 4 5 6 7
1.	The first time accuracy of FirstCaribbean documents (e.g. documentation, transaction reports, money transfers etc.).
2.	The performance of the staff in offering helpful suggestions that assist you in expediting your business with the bank.
3.	The user friendliness of FirstCaribbean's application processes (e.g. for loans, overdrafts or other extensions of facilities).
4.	FirstCaribbean’s performance in satisfactorily dealing with problems in a prompt manner.
5.	The telephone service provided by FirstCaribbean International Bank (i.e. telephoning the bank for any reason, for product/service/information).

B2.

What service or information do you request when you telephone your FirstCaribbean Corporate Banking Centre? Indicate all that apply.

Foreign Exchange rate query
Time deposit
Other investment products
Derivatives
Account query (balances, opening a new account)
Product query (Internet Banking, loan, insurance)
Promotions/Special Offers
Wire transfer/Drafts
Request cheque book
Hours of business (Opening & Closing times)
Transfers between accounts
To make a complaint
To report lost/stolen property (credit cards, debit cards, cheque books)
To check on salary lodgement
To report faulty equipment (ATM machine)
Other, Please specify

B3	How many times do you telephone the Corporate Banking Centre before you reach the person with whom you would like to speak? Once 2 to 3 times More than 3 times

B4.

Thinking about the other products and services you currently use, please rate your satisfaction with the performance of your FirstCaribbean Corporate Banking Centre in the following areas. A satisfaction scale is provided below for guidance.

1	2	3	4	5	6	7		9
Very Dissatisfied	Dissatisfied	Fairly Dissatisfied	Neutral / Indifferent	Fairly Satisfied	Satisfied	Very Satisfied		Don’t know / Can’t say

PERFORMANCE OF FIRSTCARIBBEAN CORPORATE BANKING CENTRE How satisfied are you with the...?		SATISFACTION LEVEL
		1 2 3 4 5 6 7
1.	Performance of your Corporate Visa Credit Card
2.	Quality of the Statements (i.e. information and accuracy)
3.	Timeliness of your Statements
4.	Accuracy of wire payments
5.	Timeliness of wire transfers
6.	Performance of FirstCaribbean Internet Banking
7.	Foreign Exchange Payments or Receipts
8.	Pricing on Foreign Exchange
9.	Time Deposit Rates

SECTION C – LOYALTY

C1.

Within the next twelve months, how likely is your company to continue using FirstCaribbean International Bank for the same services it currently uses? Please use the following scale which ranges from 1 (Very Unlikely) to 7 (Very Likely).

Very Unlikely	Unlikely	Fairly Unlikely	Neutral / Indifferent	Fairly Likely	Likely	Very Likely		Don’t know / Can’t say

C2.

And, within the next twelve months, if your company was to seek to acquire new banking products or services, how likely would you be to give this additional banking business to FirstCaribbean International Bank?

Very Unlikely	Unlikely	Fairly Unlikely	Neutral / Indifferent	Fairly Likely	Likely	Very Likely		Don’t know / Can’t say

C3.

On the basis of your recent experiences, how likely would you be to recommend FirstCaribbean International Bank as a Corporate bank?

Very Unlikely	Unlikely	Fairly Unlikely	Neutral / Indifferent	Fairly Likely	Likely	Very Likely		Don’t know / Can’t say

SECTION D – CUSTOMER EXPERIENCE

D1.

Please rate your satisfaction with the performance of your FirstCaribbean International Bank in the following areas. A satisfaction scale is provided below for guidance.

1	2	3	4	5	6	7		9
Completely Disagree	Strongly Disagree	Disagree	Neutral / Indifferent	Agree	Strongly Agree	Completely Agree		Don’t know / Can’t say

FIRSTCARIBBEAN….		LEVEL OF AGREEMENT
		1 2 3 4 5 6 7
1.	Employees are competent in fulfilling my Corporate Banking requests.
2.	Employees listen to me and take time to understand my Corporate Banking needs.
3.	Employees provide information, which assists me in determining which Corporate Banking 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 take personal responsibility for their actions (even when things do not go well).
6.	Employees are available to my company when needed.
7.	Employees respect my company’s time when I am conducting transactions with the Corporate Banking 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 Corporate Banking Unit are distinct from those offered by other units within the Bank (e.g. Capital Markets)

SECTION E – BRAND HEALTH

E1.

The following is a list of statements that could be made about any bank. Using the scales below, which range from 1 (Completely Disagree) to 7 (Completely Agree), please select the level of agreement that best represents how you feel about FirstCaribbean International Bank. A satisfaction scale is provided below for guidance.

1	2	3	4	5	6	7		9
Very Dissatisfied	Dissatisfied	Fairly Dissatisfied	Neutral / Indifferent	Fairly Satisfied	Satisfied	Very Satisfied		Don’t know / Can’t say

FIRSTCARIBBEAN….		LEVEL OF AGREEMENT
		1 2 3 4 5 6 7
1.	Makes me feel confident that my company’s investments with them are safe and secure
2.	Offers services that are on par with International standards
3.	Is a good corporate citizen that supports many community activities
4.	Listens to me and takes time to understand my company’s needs
5.	Demonstrates that it appreciates my company’s business
6.	Demonstrates by its actions that it puts customers first
7.	Makes me feel like a business partner when I am conducting business with them
8.	Is an innovative bank in tailoring solutions to meet my company’s needs
9.	Demonstrates a commitment to the Region in the way it conducts business.
10.	Offers products and services that reflect the needs of this region’s customers
11.	Offers competitive foreign exchange rates
12.	Offers competitive deposit rates
13.	Offers a variety of treasury/investment products

SECTION F- PROBLEM INCIDENCE & RESOLUTION

F1.

Within the past three months, has your company had a problem with FirstCaribbean’s products or services or lodged a complaint with us?

Yes ( GO TO F2 )
No ( GO TO END )
Don’t Know/NA (GO TO END)

F2.

Please select the response below that most closely matches the nature of your most recent complaint?

Standing order/direct debit
Receipt of bank statement
Cheque book
Foreign exchange settlement
Staff attitude
Telephoning the bank
Interest charged
Bank charges &/or other fees
Problem with overdraft or loan
Transferring money between accounts
An error on a cheque (not a bounced cheque)
E-connect/Business Master
Internet Banking
Other electronic process
Branch closures
Foreign exchange pricing
Deposit rate pricing
Other (please specify)

F3.

And did you formally lodge this complaint with FirstCaribbean?

Yes ( GO TO F5 )
No (GO TO F4 (on answering go to end of survey).)

F4.

Could you please tell us why you did not report the problem?

Could not be bothered
Did not have the time
Did not think FirstCaribbean could get the problem resolved
Did not know to whom matter should be reported
Other (please specify)

F5.

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)

F6.

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

(GO TO F7) ( GO TO END )

F7.

What could FirstCaribbean International Bank have done to improve the way in which your complaint is being handled? [ONE RESPONSE ONLY]

Offer an apology
Offer compensation
Accept responsibility
Handle complaint faster
Keep me more informed of progress/better communication
Nothing more
Other (please specify)

F8.

Would you like a Senior Executive from FirstCaribbean International Bank to contact you about your problem or the handling your complaint?

Yes
No

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.