2016 Firm Survey

OBSI 2016 Participating Firm Survey Feedback

OBSI received valuable feedback from participating firms during its first annual participating firm survey which was distributed in December 2016 to all firms in the banking sector and all firms in other sectors who had a file with OBSI in fiscal 2016. We wish to express our sincere thanks to all firms who participated by completing a survey.

The participating firm survey is one of the tools that OBSI is using to continuously improve our service, and an overview of the results was included in our 2016 annual report. In this report, we present the key findings of the survey, as well an overview of the changes we are making to address the feedback we heard from firms.

Who was surveyed?

OBSI surveyed 178 participating firms, including:

• All 77 federally regulated bank members of OBSI, and
• All investment firms that had a complaint handled by OBSI in the past year.

The survey contained qualitative and open ended questions, seeking firms' opinions on our overall service, as well as the performance of our service teams (client services, investigations and membership teams). Comment boxes for additional feedback were available at the end of each question or section.

We received responses from 26% of all banks surveyed, which included 91% of banks that had a complaint handled by us in fiscal 2016. From the investment sector, we received responses from 36% of firms surveyed.

Results

Overall, we were pleased with the high level of satisfaction with our service, the quality of our work, and the professionalism of our staff reported by responding firms. We also received helpful feedback and suggestions on the improvement of our services.

Below are the aggregated results for the team-specific questions. Respondents were asked a series of questions relating to specific aspects of the service offered by each team.