Dear Valued Customer:

At Schwab, we are committed to offering you the best in customer service.  
Delivering friendly, accurate and timely service is our goal with every 
customer contact.  Please tell us about the quality of service you received 
recently by completing this brief questionnaire.

Your opinion is very important to us because it helps us evaluate our 
performance and recognize employees that provide you with good service.  
Thank you for taking time to provide us with your feedback.  We appreciate 
your business and the trust you have placed in our company.

When completing the questionnaire, please tell us about the service provided 
by Robin OCanna of the Retail Client Services Division for the e-mail contact 
on March 20, 2001.


HERE'S HOW TO CREATE A SURVEY REPLY:

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To answer a question, type an x between the brackets, like this:  [ x ].  For 
fill-in-the-blanks, type between the brackets like this:  [ your response ].  
We apologize that we may be unable to reply to all feedback provided on this 
survey.

IMPORTANT:  Please make sure your reply contains the authentication marker 
below and items #9 through #16.

(Authentication marker -- ~4%e%7Pb_P_wu%15%0%0%5265& -- do not remove.)

PLEASE CHECK THE SINGLE MOST APPROPRIATE RESPONSE.

1.  Overall, how satisfied are you with the quality of e-mail service you 
received from Robin OCanna?

Choose one:

[   ] a) Completely Satisfied
[   ] b) Satisfied
[   ] c) Neutral
[   ] d) Dissatisfied
[   ] e) Completely Dissatisfied

2.  How satisfied were you that all your issues were answered within the 
e-mail response?

Choose one:

[   ] a) Completely Satisfied
[   ] b) Satisfied
[   ] c) Neutral
[   ] d) Dissatisfied
[   ] e) Completely Dissatisfied

3.  How satisfied were you with the professionalism of the e-mail response?

Choose one:

[   ] a) Completely Satisfied
[   ] b) Satisfied
[   ] c) Neutral
[   ] d) Dissatisfied
[   ] e) Completely Dissatisfied

4.  How satisfied were you that the e-mail response you received was clearly 
written and to the point?

Choose one:

[   ] a) Completely Satisfied
[   ] b) Satisfied
[   ] c) Neutral
[   ] d) Dissatisfied
[   ] e) Completely Dissatisfied

5.  Based on the service received on this occasion, how likely is it that you 
will continue to use Charles Schwab and Co., Inc. for your investment 
services?

Choose one:

[   ] a) Definitely
[   ] b) Probably
[   ] c) Might or Might Not
[   ] d) Probably Not
[   ] e) Definitely Not

6.  Was there anything this employee did that particularly pleased you?  If 
yes, what is it?
[                           ]

7.  How satisfied were you with the time it took to receive your e-mail 
response from the Schwab representative?

Choose one:

[   ] a) Completely Satisfied
[   ] b) Satisfied
[   ] c) Neutral
[   ] d) Dissatisfied
[   ] e) Completely Dissatisfied

8.  If we could change one thing to serve you better, what would that be?
[                           ]

IMPORTANT:  Please do not use the e-mail survey reply address for any other 
correspondence.  If you have an account inquiry or technical problem, send a 
separate e-mail through the Charles Schwab Customer Center at 
www.schwab.com.  Your responses to this survey will be shared within the 
Schwab organization, and will be used to improve the quality of service given 
to customers like you.  Please see our Privacy Policy at 
http://schwab.com/privacy.

Thank you for participating in this survey.

9.  [24115410]

10.  [274]

11.  [4057]

12.  [1]

13.  [3]

14.  [03/20/2001]

15.  [03/21/2001]

16.  [228]

END OF SURVEY


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