FITSI's Customer Satisfaction - Code of Conduct        Customer Satisfaction Image

Purpose
FITSI has implemented a customer satisfaction code of conduct. This code contains promises made to customers by FITSI concerning FITSI’s behavior aimed at enhancing customer satisfaction. This section of the FITSI website describes the FITSI Customer Satisfaction - Code of Conduct and the steps FITSI takes to monitor, document, and address all issues.        

FITSI's Customer Satisfaction Code of Conduct
The following code defines FITSI’s Customer Satisfaction Code of Conduct.

  • FITSI will treat all customers with professionalism and courtesy.
  • FITSI will respond to all customer inquiries and requests in a timely manner.
  • FITSI will respond to all quality concerns with a FITSI product or service.
  • FITSI will attempt to rectify all quality concerns to the customer’s satisfaction with a FITSI product or service.
  • FITSI will refund a customer if they are not happy with a FITSI product or service.

Methods of Collecting Feedback
FITSI will use the following methods for obtaining and monitoring feedback:

  • Certification Candidate Comments Forms received during FITSI Certification Exam events.
  • Contact Us mailbox emails.
  • FITSI Student Evaluation Survey Forms received during FITSI Training Classes.
  • Other methods as deemed appropriate.

Measuring Customer Satisfaction
FITSI will use the five following levels to define customer satisfaction:

  • Level 5 – Very Satisfied
  • Level 4 – Satisfied
  • Level 3 – OK
  • Level 2 – Dissatisfied
  • Level 1 – Very Dissatisfied

Criteria for Dealing with Customer Satisfaction Issues
FITSI customers can file a formal complaint as documented in the FITSI Certification Candidate Handbook or FITSI Certification Holder Handbook. In cases where the customer does not file a formal complaint but provides feedback that demonstrates either Level 1 (Very Dissatisfied) or Level 2 (Dissatisfied) customer satisfaction, FITSI will seek to resolve the issue. FITSI will use the following criteria to determine what actions to take:

  • Resolutions that do not run contrary to documented policies are permitted if they will resolve the issue and raise the customer satisfaction level to 3 or higher.
  • Resolutions that run contrary to documented policy must be signed off by FITSI’s CEO.
  • Resolutions must be in alignment with the FITSI Customer Satisfaction Code of Conduct.
  • Options could include (but are not limited to) refunding fees paid, allowing retakes of training or exam attempts at no charge, or waiving membership dues for a given year.

Documenting Customer Satisfaction Issues
All actions taken for resolution must be documented in the FITSI Customer Satisfaction Feedback Identification and Resolution Form and tracked in the FITSI Customer Satisfaction Feedback Identification and Resolution Tracking Log.

FITSI's Refund Policy
FITSI’s goal is 100% customer satisfaction of its customers. FITSI will first attempt to resolve any outstanding issue that a customer has, but if a customer requests a refund of their charges, FITSI will do so within 4-7 business days. This policy will be in effect the duration that a customer is associated with the Institute and will apply to the yearly billing cycle that the current membership or service applies towards.