2019 Customer Survey

Communications and Responsiveness

1A. Are your calls and/or letters responded to promptly? Yes – 93% No – 7% 1B. Are your needs/expectations understood? Yes – 97% No – 3% 1C. Is work completed for you and your staff in a timely manner? Yes – 86% No – 14% 1D. Is FI responsive to your needs? Yes – 100% No – 0%

Technical and Professional Support

2A. How would you rate the quality of FI’s communications? Excellent – 68% Good – 25% Fair – 7% Poor – 0% 2B. Do our employees have a good understanding of our product when asked for help? All of the Time – 47% Most of the Time – 53% Almost never – 0% Never – 0% 2C. Do you feel your requests responded to in a timely manner? Yes – 93% No – 7% 2D. Are your projects completed accurately? Yes – 100% No – 0% 2E. How would you rate the quality of FI support? Excellent – 75% Good – 14% Fair – 11% Poor – 0% 2F. Over the last twelve (12) months, has the quality of your support? Improved – 64% Stayed the same – 21% Declined – 11% Other – 4%

Value of Service

3A. Do you receive helpful suggestions that demonstrate competence in the job and services provided by our employees? Yes – 96% No – 4% Other – 0% 3B. How would you rate the value of the service you receive from FI? Excellent – 72% Good – 25% Fair – 3% Poor – 0% 3C. How has the value of services provided to you by FI changed over the last twelve (12) months? Improved – 79% Stayed the same – 7% Declined – 10% Other – 4%

Overall Evaluation

4A. Would you be willing to recommend FI to others? Very willing – 89% Somewhat willing – 7% Not very willing – 4% Very unwilling – 0% 4B. How well has FI performed over the last twelve (12) months relative to your needs and expectations? Exceeded – 43% Met – 50% Fell Short – 3% N/A – 4% Return to Top