The 2007 Survey Process

DTCC contracted The Melior Group to conduct its Customer Satisfaction Survey for the fourth consecutive year. The Melior Group is an independent research and consulting firm specializing in the financial services industry.

Altogether, 684 customer contacts took part in the 2007 survey, for a response rate of 22%, which is above the industry norm. Most of the customers surveyed (72%) use products and services from more than one product area.

This year, DTCC modified its approach to the survey, dividing the customer contacts into two groups and conducting the online poll at two separate intervals during the year. Also, as in previous years, The Melior Group interviewed a group of senior executives by telephone to assess their firms’ overall satisfaction levels and to gather strategic information.

The twice-a-year methodology provides a more accurate overall reading of customer perceptions, according to The Melior Group. It also strengthens DTCC’s ability to monitor customer satisfaction throughout the year, address specific customer concerns more quickly and obtain metrics to track progress in making improvements.

Results from the two online surveys, along with the telephone interviews, were consolidated and analyzed as a whole, to be reported to customers, DTCC’s Board of Directors, the Business Reengineering and Quality Council and business units. DTCC also analyzed and distributed internally the feedback from each of the online surveys, which the business units used to develop plans to improve satisfaction.