2008 Survey: Customer Satisfaction with DTCC Holds at 91% for Third Year Running

Overall customer satisfaction with DTCC has been posted at 91% for the third year in a row, according to results from the 2008 customer survey, which was conducted at two intervals: in February and in June. Based on comments from the respondents, the high level of overall satisfaction was due in large part to DTCC’s customer service/relationship management efforts, communications, responsiveness, customer-centric orientation and the quality of its personnel.

DTCC's 2007 Customer Satisfaction Survey - With a Difference

DTCC is taking a new approach to its 2007 Customer Satisfaction Survey. This year, the company is conducting the survey at two separate intervals, rather than once annually, splitting the list of recipients into two groups to avoid over-surveying individual customers.

The first group of customer contacts received the survey in March and the remainder received it in June.

"Having survey feedback from two points in time will strengthen our ability to monitor customer satisfaction, allow us to address specific customer concerns more quickly and give us up-to-date metrics to better track our progress in making improvements," said James Koster, DTCC managing director, Relationship Management.

Results from the two surveys will be consolidated and analyzed as a whole, with the findings presented to DTCC's customers, Board of Directors, Quality Council and business units in October. DTCC also analyzes and distributes the customer data from each survey internally. The March results are already being used by DTCC's business units to develop action plans for improving customer satisfaction.

The survey takes about 15 to 20 minutes to complete, is distributed via email and can be completed online.

2006 Results: Customers Rate DTCC 91% Overall Satisfaction

For the third consecutive year, overall customer satisfaction with DTCC in 2006 remained at a world-class level, reaching 91% in the annual customer satisfaction survey, 2 percentage points higher than the 2005 score of 89%.

The rating, according to survey respondents, is attributable in large part to DTCC's ability to meet customers' needs consistently over time and to DTCC's responsiveness and customer-centric orientation.