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Assessment of DTCC Customer Satisfaction

Assessment of DTCC Customer Satisfaction. Prepared for: BDUG October 24, 2005. Agenda. Background Key Findings Recommendations Current Activities Relationship Management Realignment. Research Approach. 2 key segments - senior & daily contacts 2 methodologies - telephone & web.

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Assessment of DTCC Customer Satisfaction

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  1. Assessment of DTCC Customer Satisfaction Prepared for:BDUG October 24, 2005

  2. Agenda • Background • Key Findings • Recommendations • Current Activities • Relationship Management Realignment

  3. Research Approach • 2 key segments - senior & daily contacts • 2 methodologies - telephone & web

  4. Key Findings

  5. Overall Satisfaction • For the second year in a row, DTCC customers express an outstanding level of satisfaction . . . Total satisfied89%

  6. Overall Satisfaction “DTCC is extremely accurate and responsive with respect to processing.” “I believe DTCC is very responsive to industry needs. They take a proactive approach to trying to offer services that are most beneficial to participants.”

  7. Overall Satisfaction • DTCC compares well to Melior’s Database DTCC 89% Melior Average 80%

  8. Overall Satisfaction • Customers saw a change in their level of satisfaction. . . Total Improved 37%

  9. Key Drivers of Satisfaction • DTCC understands what impacts customer satisfaction

  10. Product Satisfaction • Most customers (83%) are satisfied with the breadth of DTCC’s product/service line • At the individual product level, satisfaction ranged from moderate to high • 8 of 14 products evaluated met/surpassed DTCC’s goal of 80% satisfaction • 2 others are within the margin of error

  11. Product Satisfaction • Traditional products/services (79%) rank at or near “world class” (80%+)

  12. Product Satisfaction • Some scored lower

  13. Product Satisfaction:Distribution Services • Average rating (weighted): 75%

  14. Product Satisfaction:New Products

  15. Problem Incidence • Problem resolution continues to be an issue, though some improvements in satisfaction were noted Moderate Problems Significant Problems

  16. Customer Experience • Customers saw a change in their level of satisfaction… Relationship Management Customer Service

  17. Melior Recommendations • To improve customer satisfaction levels going forward… • Improve quality and consistency of the customer service experience • Strengthening our relationship management efforts • Improving the problem resolution process • Enhance technology • Strengthen positioning as an industry leader

  18. “DTCC is top notch—an excellent organization. They continue to be an outstanding company with great leadership.”

  19. Realignment of DTCC’ s Relationship Management Group

  20. Structure of the Group Two Levels of Support • A dedicated Account Executive who will be your primary interface with DTCC • A Relationship Services team that will provide transactional support to your firm. Be more responsive and accountable

  21. Role of the Account Executive Your Account Executive will: • Be your advocate and your voice at DTCC. • Meet regularly with your organization to ensure that DTCC's performance meets expectations and that our efforts are aligned to help achieve your business objectives. • Work closely with the Relationship Services personnel and others to ensure that DTCC is providing the best service possible. • Coordinate activities with the relationship management areas that remain in place for DerivSERV, Insurance and Mutual Fund Services.

  22. Role of Relationship Services Team The Relationship Services Team will: • Take ownership for the resolution of transactional requests that are critical to support your day-to-day relationship with DTCC. • Will be available from 8:30 a.m. – 5:30 p.m. EST (business days) and will also provide back up and support for your Account Executive. • You may contact the Relationship Services team at 1-800-422-0582 or via e-mail at rmsupport@dtcc.com.

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