OIG 2011-01 OIG Customer Survey

Export-Import Bank of the United States

Customer Survey on Operational Efficiency

As a Federal Agency, the U.S. Export Import Bank, (“Ex-Im Bank”) is determined to streamline service delivery and to improve the experience of its customers. To this end, we have constructed a brief survey that addresses operational efficiency. We estimate that 10-15 minutes will be required to complete the survey. We value your feedback as to our performance and the areas of improvement. On behalf of Ex-Im Bank, we would like to thank you for your participation in this customer survey and look forward to your responses.

What is the size of your company?

• 1-100 employees ____

• 101-250 employees ____

• 251-500 employees ____

• More than 500 employees ____

Comment:
__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

In which business sector(s) is your company active? Please select all that apply.

• Agriculture and Fishing ____

• Basic Materials (chemicals, paper, etc.) ____

• Construction ____

• Finance, Insurance, and Real Estate ____

• Information & Communication Service providers ____

• Manufacturing & Sales of Capital Equipment ____

• Manufacturing & Sales of Non Capital Equipment ____

• Mining, Oil and Gas ____

• Public Administration ____

• Transportation ____

• Utilities; Power projects ____

• Other—Please specify ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Exports account for what percentage of your company’s total sales?

• 1-20% ____

• 21-40% ____

• 41-60% ____

• 61-80% ____

• More than 80% ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

How many years has your company been exporting?

• 1-5 years ____

• 5-10 years ____

• 10-15 years ____

• 15-20 years ____

• More than 20 years ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

How frequently does your company work with Ex-Im Bank (e.g. purchase a new policy, guarantee, loan, etc.)? Please select one value.

• Once before ____

• Every few years ____

• About once a year ____

• Several times a year ____

• Other—Please specify ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

In which product area(s) have you worked with Ex-Im Bank in the past 2 years?
Please select all that apply.

• Short Term Export Credit Insurance ____

• Medium Term Export Credit Insurance ____

• Medium Term Loan Guarantees ____

• Long Term Loan Guarantees ____

• Direct Loan ____

• Working Capital Guarantees ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Please indicate below your position or level of responsibility within your company.

Comment:

____________________________________________________________________________________________________________________________________________________________

To what degree do each of the following statements accurately reflect the overall significance of Ex-Im Bank to your company’s operations? Please select a value from the following range:
0 (not accurate), 1, 2, 3, 4, 5 (accurate), 6, 7, 8, 9, 10 (extremely accurate); NA (don’t know).

• Ex-Im Bank’s products and services have supported the exports ____

of our company.

• Ex-Im Bank’s products and services have had a positive impact ____

on employment in our company.

• Without the products and services provided by Ex-Im Bank, our ____

company would not have experienced as much of a growth in exports.

• Our company considers Ex-Im Bank a knowledgeable and reliable ____

agency with which to entrust our business.

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Has your company worked with an ECA, other than Ex-Im Bank, during the past 12 months?

• Please respond Y/N ____

• If Yes, please identify the ECA(s) ____
  
  
  

If you answered “Yes” above, please comment below on the following:

• How would you compare Ex-Im Bank’s product offering with the other ECA’s ?

• How does your overall assessment of Ex-Im Bank compare with your assessment
  of the other ECA institution?

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
____________________________________________________________________________________________________________________________________________________________

Please rate the relative importance of each of the following factors as a driver of your
satisfaction. Please select a value from the following range: 0 (not important),1, 2, 3, 4,
5 (important) 6, 7, 8, 9, and 10 ( most important); NA (don’t know)

• Transaction response time (speed of application processing/decision making) ____

• Client interface with IT platform/ on line application process ____

• Availability and accuracy of information on web site ____

• Information/documentation requirements for applications ____

• Speed of Claims processing ____

• Availability and knowledge level of staff ____

• Availability of funding/ insurance coverage ____

• Pricing ____

• Other—Please specify ____
  
  
  

Comment: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What best describes your experience with Ex-Im Bank’s personnel? Please reflect upon the knowledge level of the personnel and their willingness to provide you with assistance. Please select one value for each category.

Knowledge Level Willingness to assist

• Excellent ____ Excellent ____

• Good ____ Good ____

• Satisfactory ____ Satisfactory ____

• Poor ____ Poor ____

Comment:
__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

To what degree do the following statements accurately reflect your company’s experience with Ex-Im Bank transaction response time. Please select a value from the following range:
0 (not accurate),1, 2, 3, 4, 5(somewhat accurate), 6, 7, 8, 9, and 10 (extremely accurately); NA (don’t know)

• Ex-Im Bank’s transaction response time contributes to our overall

competitiveness, and is an important factor in our ability to win

additional export business. ____

• Our company actively monitors transaction response time. ____

• Ex-Im Bank’s transaction response time largely meets our expectations. ____

• Transaction response time is the joint responsibility of both Ex-Im Bank ____

and its customers.

Comment: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Which of the following time frames would your company use to measure transaction response time?

• From submission of request to delivery of initial Letter of Interest. ____

• From submission of request to credit approval. _­­___

• From submission of request to delivery of proposed terms and conditions. ____

• From submission of request to transaction closing. ____

• Other—Please specify ____

Comment: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Please rate the following statements regarding your company’s interface with Ex-Im Bank’s IT platform. Please select a value from the following range: 0 (poor),1, 2, 3, 4, 5 (good) 6, 7, 8, 9, and 10 (excellent); NA (don’t know)

• Overall functionality of the Ex-Im Bank IT platform ­­____

• Overall navigability of the Ex-Im Bank IT platform ____

• Ease of use of Ex-Im Bank’s online application process ____

• Usefulness of online “fillable” forms ____

• Ex-Im Bank’s IT platform meets our company’s expectations ____

• Other—Please specify ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

In which of the following areas do you believe Ex-Im Bank can provide better customer service? Please prioritize each area selected (if any) by ascribing a value from the following range:
0 (low priority),1, 2, 3, 4, 5 (medium priority) 6, 7, 8, 9, and 10 (high priority); NA (don’t know)

• Information requirements for applications ____

• Documentation for application processing ____

• Access to on line application process ____

• Speed of application processing/decision making ____

• Speed of Claims processing ____

• Availability of staff to answer questions ____

• Knowledge level of staff ____

• Availability of information on web site ____

• IT platform ____

• Other—Please specify ____

(Please be specific regarding those areas that you note above)

Comment: _________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Based on your experience with Ex-Im Bank, what practical suggestions can you provide to streamline service delivery and improve customer experience?

Comment: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

How likely are you to recommend Ex-Im Bank’s programs to a colleague or fellow exporter?
Please select a value from the following range: 0 (not likely),1, 2, 3, 4, 5 (likely) 6, 7, 8, 9, and 10 (very likely); NA (don’t know)

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

_____________________________________________________________________________________

8 Office of Inspector General

Export-Import Bank of the United States