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Proposal for the City of Santa Ana <br />JPMor an <br />Among the key operational measures we track related to Account Reconciliation Services, are the <br />following: <br />Full Account Reconcilement Accuracy Rate <br />Full Account Reconcilement Timeliness <br />Among the key operational measures we track related to Positive Pay Services, are the following: <br />Positive Pay Accuracy Rate <br />Positive Pay Reconcilement Timeliness <br />ACH <br />Among the key operational measures we track related to ACH Services, are the following: <br />Origination File Processing Timeliness <br />Percentage of client service inquiries actioned same day <br />Average resolution time for inquiries not resolved during initial contact. <br />Wires <br />Among the key operational measures we track related to Wire Transfer Services, are the <br />following: <br />Wire Transfer Accuracy <br />Same -Day Notification Timeliness <br />Wire Entry Speed of Answer <br />Wire Entry Average Abandon Call Rate <br />Measuring Client Satisfaction <br />J.P. Morgan's client satisfaction program is a continuous process. It consists of determining client <br />needs through the annual client satisfaction survey and other client feedback mechanisms, <br />prioritizing the opportunities for improvement and setting up action teams to address key drivers <br />of service quality. These action teams develop and implement specific action plans for the <br />organization, with accountabilities to improve key driver scores in the next survey: <br />Since 1992, we have combined traditional market research methodologies with direct client <br />feedback to measure the client experience on a continuous basis. Our satisfaction measurement <br />practices focus on three key processes:. <br />New Business Implementation <br />Client Service Support. <br />Operational Qualify <br />Following is a brief overview of our client satisfaction measurement process. <br />Objective: Measure and Improve the Client Satisfaction with: <br />End -to -End New Business Implementation Experience <br />Treasury Service Product Performance and Delivery <br />Client Service Quality and Client Service Officer Support Identify key drivers of satisfaction <br />and improvement opportunities <br />Measure individual performance and drive behaviors based on direct client feedback <br />page 5 <br />