Online Resources services are backed with an end-to-end performance
guarantee that ensures key operations are functioning at 110% of industry
standards.
At Online Resources, the pursuit of ever-higher standards of quality is deeply ingrained in our corporate
culture. We value quality as an ideal in itself, but we also understand that quality is absolutely fundamental
to successful online banking and bill payment.
Simply put, we believe that by offering your users the most responsive and effective products and services
possible, we can ensure that you enjoy exceptional levels of customer satisfaction with your online
offerings-and attain the best possible return on your investment.
"The entire team at Online Resources is committed to achieving or exceeding our Service Quality
Index each and every month. We continually recognize the importance of providing our clients with superior
service. After all, we work for them."
— Ray Crosier, President, Online Resources.
We don't just talk about quality. We measure it. By working with independent experts to identify a
range of key quality metrics, we measure what's important. These are summarized in a measurement we
call our Service Quality Index (SQI), which covers such factors as:
- Systems performance
- Bill payment
- Customer care
- Customer satisfaction
Metrics That Matter
We choose SQI metrics that are directly related
to the online banking and bill payment experience we offer your users. But we are not
interested in repeating ourselves. Each year with the assistance of our Client Advisory Council,
we examine our SQI metrics to ensure they
remain relevant, and we refine our metrics to make them more demanding. Improve performance
in these metrics, and the user's experience is significantly improved.
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