Customer Survey Results: Next Steps

In September and October, The Melior Group presented a summary of the 2006 customer survey results to DTCC’s Board of Directors, the Quality Council and to DTCC officers.

In the coming months, DTCC will implement a series of initiatives to address the customer feedback received, with a strong emphasis on metrics-based methodologies to achieve results and improve the customer experience.

All business managers and relationship managers received a detailed overview report of the survey, along with access to the complete survey results. They have reviewed their survey responses to identify concerns that required immediate follow-up with specific customers.

The business units also have analyzed their data to identify key themes that surfaced in the survey and, based on these data along with other measures of customer satisfaction (such as advisory boards, call volumes, etc.), developed action plans. These plans will be presented to senior management for review and approval, and then incorporated into DTCC’s goal-setting process at both the corporate and departmental levels.