Service and Relationships

Survey respondents increasingly recognize customer service and relationship management efforts as a major source of their level of satisfaction with DTCC,” according to The Melior Group, which conducts DTCC’s survey.

Customers are pleased with the ability of their particular Relationship Manager to meet their needs – 93% expressed satisfaction. When evaluating the role of relationship management, however, the survey results indicate more work needs to be done. Satisfaction increased from 79% in 2006 to 82% in 2007, but is still below DTCC’s overall satisfaction level.

“This year’s satisfaction with a client’s particular Relationship Manager is better than last year, but we need to make further gains to improve our clients’ assessment of overall relationship management capabilities at DTCC, including that of being a trusted advisor to the client,” said Paula Arthus, DTCC managing director, Relationship Management.

“In addition to improving our sense of urgency when dealing with customer concerns, we need to spend more time with our clients – and that’s part of the plan for relationship management going forward,” Arthus added. “Whether at industry-sponsored gatherings, client-site visits or DTCC regional meetings, working with clients, being knowledgeable about the issues affecting their business and being able to architect solutions to those issues are key objectives for DTCC.”