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Quality Index

Treasury Management Monitor™

Quality Index™

Register to participate in the next Treasury Management Monitor Survey

Comparisons of Treasury Services Quality

Banks retain their largest, most profitable customers with outstanding customer service. The challenge facing the remaining 80 to 90 percent of bank customers is making their voice heard and getting the bank to exceed the companies’ service expectations.

Each fall treasury executives provide Phoenix-Hecht® with evaluations of the banks they use for credit and services. The on-line survey examines Product Operations, Overall Product Satisfaction, Customer Service, Technical Support and the Treasury Management Relationship Manager.

Banks Evaluated

Grading Methodology

Study Methodology

The treasury executives receive a confidential report summarizing the individual performance of each bank in the study. The Summary Grade Report is used as a reference point for comparing bank performance within two peer groups based on company sales size.

The peer comparison data is used by treasury executives to structure performance conversations or relationship reviews with their bankers. The comparison data is also valuable should the executive be considering adding or changing a bank.

The confidential report is only available to corporations who complete the Treasury Management Monitor™ — a Credit and Bank Quality Survey. The higher the number of companies we have participating in the study creates a stronger incentive for the bank to continually improve.

There is a Quality Index™ based on the annual sales size of the corporation. Phoenix-Hecht has calculated that a difference exists for each market segment. Customers should request the most appropriate Index from their service provider.

  • Middle Market ($20-$500 Million)
  • Large Corporate (Over $500 Million)

Quality Index™ Categories

Products Operations
  • Timeliness for incoming wire notification
  • Accuracy of processing for wholesale lockbox
  • Accuracy of payee recognition
  • Speed of ACH error correction
Overall Product Satisfaction
  • Web-based reporting and transaction initiation
  • Wire transfers
  • Wholesale lockbox
  • Controlled disbursement/positive pay
  • ACH
  • Remote deposit
  • Credit card (used for invoice payments)
Customer Service
  • Processing account maintenance requests
  • Customer service
Technical Support
  • Web-based reporting and transactions
  • ACH
  • Credit card (used for invoice payments)
Treasury Management Relationship Manager
  • Anticipates needs for new/modified services
  • Prompt call follow-up
  • Overall effectiveness

Banks Evaluated, click here.

Grading Methodology, click here.

Sample Report, click here.

Study Methodology, click here.