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In a time of general
service slippage, 1st Farm Credit Services team members take a
great deal of pride in the fact that clients have again
confirmed that the service they receive is top-notch.
The overall service
satisfaction score from 1st FCS’ annual client survey reached
96%, down just slightly from 2002’s record 97%, and ahead of
2001’s 94%. In actuality, this year’s results were just
three-tenths of one percent lower than 2002; the reported
one-percent difference due to rounding.
In addition, the
percent of clients who indicated they were "Very Satisfied"
matched last year’s 64%, the highest score ever achieved since
the inception of the survey process nearly 20 years ago.
"Providing service
excellence is critical to the success of any business. That is
why we implemented the annual service satisfaction survey
process because it is a constant reminder to us about who is
most important – our clients," says Keith Braucht, senior vice
president of field operations. "Consistently tracking client
satisfaction helps to keep us focused on providing the very
best possible service."
Commitment to
excellence
The survey is sent to
a random sample of 1,200 clients. This year, 48% (578 clients)
responded to the survey. "This is significantly higher than
most surveys in general receive, and underscores the
importance our clients place in providing us input and
feedback," explains Braucht. "We are extremely grateful for
that level of response because it provides us with broad-based
and accurate information about what we are doing right, and
about what we need to look at improving," he continues.
A similar 96% of
clients responded that 1st FCS met or exceeded their
expectations about how an agricultural financial services
provider should work with them. Half (50%) said 1st FCS
"Exceeded" their expectations, up slightly from 2002 and again
a record.
In particular service
components, the percentage of clients indicating 1st FCS is
meeting or exceeding their expectations is: understands the
agricultural industry (99%); easy to do business with (97%);
reasonable loan requirements (95%); clear communications on
loan terms and conditions (97%); accuracy of loan statements
(99%); competitive interest rates (92%); values you as a
client (95%); staff who follow through on commitments (98%);
and knowledgeable staff who understand and provide counsel in
areas of agriculture, finance and your operation (97%). All
but one area (values you as a client, which was down just one
percentage point) met or exceeded last year’s scores
Our people make the
difference
In looking at survey
comments, it quickly becomes apparent what makes the biggest
difference to clients – the 1st FCS people with whom they
work. "The positive comments are overwhelmingly related to the
professional, courteous and friendly service provided by 1st
FCS team members," Braucht emphasizes. Nearly 98% of clients
said they were satisfied with 1st FCS team members, and that
an extremely high 77% gave them the highest rating of "Very
Satisfied."
"We understand this is
a relationship business, one that requires a great deal of
trust in our team members. The feedback from clients clearly
indicates that our team members throughout the organization
are earning and building on that trust every day by their
focus on high service standards," Braucht adds.
Braucht acknowledges
that the positive interest rate environment of the past
several years has helped buoy service satisfaction scores.
"There’s no doubt low interest rates have had an impact, but
the overwhelming proportion of positive comments have related
directly to our team members.
"The continued high
service satisfaction demonstrated throughout the survey are
even more remarkable when you consider that the past three
years have been our busiest ever, marked by strong growth and
heavy demands on all team members, which could have resulted
in a slip in service quality. But not only did client service
satisfaction not decline; it has increased during that
period."
Even with the high
satisfaction scores, Braucht points out that the organization
must continue to work at getting even better. "Service
expectations are always on the rise; consequently, there is
always room for service improvement. We are continually
looking for ways to better serve our clients," he concludes. |
