2020 Customer Survey

Communications and Responsiveness

1A. Are your calls and/or letters responded to promptly?
Yes – 95% No – 5%

1B. Are your needs/expectations understood?
Yes – 100% No – 0%

1C. Is work completed for you and your staff in a timely manner?
Yes – 95% No – 5%

1D. Is FI responsive to your needs?
Yes – 95% No – 5%

Technical and Professional Support

2A. How would you rate the quality of FI’s communications?
Excellent – 68% Good – 27% Fair – 5% Poor – 0%

2B. Do our employees have a good understanding of our product when asked for help?
All of the Time – 73% Most of the Time – 27% Almost never – 0% Never – 0%

2C. Do you feel your requests responded to in a timely manner?
Yes – 95% No – 5%

2D. Are your projects completed accurately?
Yes – 100% No – 0%

2E. How would you rate the quality of FI support?
Excellent – 82% Good – 14% Fair – 4% Poor – 0%

2F. Over the last twelve (12) months, has the quality of your support?
Improved – 36% Stayed the same – 50% Declined – 9% Other – 5%

Value of Service

3A. Do you receive helpful suggestions that demonstrate competence in the job and services provided by our employees?
Yes – 100% No – 0% Other – 0%

3B. How would you rate the value of the service you receive from FI?
Excellent – 86% Good – 9% Fair – 5% Poor – 0%

3C. How has the value of services provided to you by FI changed over the last twelve (12) months?
Improved – 64% Stayed the same – 32% Declined – 0% Other – 4%

Overall Evaluation

4A. Would you be willing to recommend FI to others?
Very willing – 91% Somewhat willing – 9% Not very willing – 0% Very unwilling – 0%

4B. How well has FI performed over the last twelve (12) months relative to your needs and expectations?
Exceeded – 55% Met – 36% Fell Short – 9% N/A – 0%

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