The goal of SVPCO Check Services is to provide high-quality systems, services and support. Your response to our survey, based on your institution.s experience during the past year, is an important part of our improvement and planning process.
Please let us know how we are doing by taking a few minutes to complete the survey. We appreciate your comments and suggestions. We look forward to hearing from you by June 11, 2008.
Return your completed survey by June 11, 2008 to be eligible to enter a drawing to win a $100 American Express Gift Card.
Thank you for your support! Please provide the following information below so we can follow up on your comments and suggestions. |
| Instructions |
| Please click the appropriate satisfaction rating and include comments, especially if you indicate a rating below neutral. |
| Check Exchanges - Customer Support |
| SVPCO provides your organization with high quality exchange services (the check exchanges, distribution network, and administrative support). | |
| SVPCO has been helpful and instructive in assisting your preparation of work for the exchanges. | |
| SVPCO keeps your organization informed of all its changes in a timely manner, and effectively communicates that information to you. | |
| SVPCO is attentive in responding to your business queries and is prepared to investigate any exchange-related issues. | |
| SVPCO service is dependable. | |
| Comments: | |
| Regional Transportation Network - Customer Support |
| In this section, please fill out the question that is specific to your region. | | EASTERN REGION ONLY: The SVPCO sponsored transportation network affords your organization the opportunity to exchange checks with more institutions with greater efficiency and reliability than an alternative, and more costly, transportation service. | |
| MIDWEST REGION ONLY: The SVPCO transportation network in the Midwest Region connects the SVPCO exchange hub with multiple outlying financial institutions, providing your organization the opportunity to present checks to more institutions in a reliable, efficient, and cost-effective manner. | |
| WESTERN REGION ONLY: The SVPCO transportation network in the Western Region facilitates the pickup and delivery of Same-Day Settlement (SDS) cash letters among multiple financial institutions providing your organization the opportunity to present checks to more institutions in a reliable, efficient, and cost-effective manner. | |
| Comments: | |
| Regional Transportation Network - Product Documentation |
| The statistical reports SVPCO Check Services provides are clear and useful (e.g. monthly item & dollar volume reports). | |
| SVPCO operating notices (RT and BOFD matrices, updates, revised operating forms, the contact lists, etc.) provide you with the necessary information to conduct business more efficiently. | |
| SVPCO's website is a useful tool in providing you with reports, notices, forms, and the most current news about SVPCO Check Services specific to your region | |
| Comments: | |
| Settlement Services - Customer Support |
| SVPCO provides your organization with step-by-step instruction on how to access and maintain a secure connection to the SVPCO Online Settlement System (SVPCOView). | |
| SVPCO has been helpful and instructive in assisting you with settlement problems, whether technical problems or problems that involve the processing of your daily settlement data. | |
| SVPCO provides an effective first level of support to facilitate the data entry and processing of your organization's settlement information when a transmission failure arises that requires assistance. | |
| SVPCO investigates all inquires pertaining to your daily settlement. | |
| SVPCO provides settlement reconciliation assistance, as necessary. | |
| Comments: | |
| Settlement Services - Product Documentation |
| The daily and monthly Online Settlement System screenshots and settlement reports that your organization downloads for reconciliation purposes are clear, concise, and useful. | |
| SVPCO provides your organization with updates for Online Settlement (SVPCOView) changes (i.e. additions, deletions, name changes, etc.) in an effective manner. | |
| Comments: | |
| Online Adjustments System - Customer Support |
| SVPCO provides an automated, Online Adjustments System that expedites the processing and resolution of adjustment cases related to paper check and image exchange items. | | SVPCO provides the necessary information and support (i.e, sign-up, training, testing and product documentation) to facilitate service implementation. | |
| SVPCO provides effective day-to-day operational and functional assistance to facilitate system use. | |
| The SVPCO Online Adjustments System offers an efficient, user friendly operating environment with proven benefits to my organization. | |
| Comments: | |
| Information Security Support |
| The Information Security Team was responsive and helpful during the token registration process. | |
| Your tokens, User IDs and passwords were provided in the expected time frame (5 business days). | |
| The knowledge level of the Information Security Team met your organization's needs. | |
| Your organization was satisfied with the Information Security Team and process. | |
| Comments: | |
| Network Operations (Technical) Support |
| It was easy for your organization to reach a telecom representative. | |
| Network Operations was responsive to your organization's problems and issues. | |
| Your organization was satisfied with Network Operations' problem resolution ability. | |
| Your organization was satisfied with overall Telecommunications support. | |
| Comments: | |
| Operational Support |
| To minimize operational risk, SVPCO regularly tests, as part of its business recovery plan, the capability to move daily settlement operations from New York City office to the Chicago office. Daily settlement operations are performed at the Chicago office one day per month to ensure peak emergency operating capability. | |
| Is your organization satisfied with SVPCO's readiness to conduct settlement operations under adverse circumstances? | |
| Comments: | |
| Overall Satisfaction |
| Is your organization satisfied with the overall quality of SVPCO's Check Services operations? | |
| Comments: | |
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