More Feedback

The 2009 customer satisfaction survey was conducted at two intervals, in March and again in June. This year, DTCC also expanded the number of overall respondents as well as the questions asked.

In addition to the “traditional” respondents (consisting of daily contacts and senior-level contacts), a new segment – “targeted product users” – was added. In identifying these customers, DTCC first verified that they used specific products.

“The goal was to ensure that customers rate only those products with which they have first-hand knowledge in order to deepen our understanding of product-specific perceptions, attitudes, issues and concerns,” said Andrew Gray, DTCC managing director, Core Product Strategy and Management.

With the change in methodology, the number of 2009 respondents totaled 1,461. Of these, 53% were “traditional” respondents (49% daily contacts and 4% senior-level contacts), with the remaining 47% being the “targeted product users.”

Also new in the 2009 survey, DTCC added a series of questions to assess the value customers derive from their use of products and services.