Problems and Resolutions

The 2009 customer satisfaction survey indicates that DTCC made progress in addressing specific concerns raised in previous surveys, including problem incidence and resolution.

The number of customers that experienced problems with DTCC dropped to 23% in 2009 (vs. 29% in 2008). Incidence rates are down for all types of problems, with “significant” problems posting the strongest improvement, down to 20% of all problems cited vs. 24% in 2008.

Approval ratings for problem resolution also increased this year, with 58% of survey respondents expressing satisfaction with DTCC’s ability to resolve their problems (vs. 52% in 2008). Customers who are satisfied with DTCC on this front point to factors including the timeliness of resolution and the overall responsiveness of DTCC’s customer service team. “We always receive attention and consideration for our issues, even if they are minor,” said one customer.

Nonetheless, the overall level of dissatisfaction with problem resolution also increased, reaching 23% on an aggregate level vs. 18% in 2008. For “significant” problems, dissatisfaction climbed sharply to 50% from 24% in 2008. “The more severe the problem, the less satisfied customers are with DTCC’s problem resolution efforts,” according to the Melior Group.

“Customers rightly expect their problems to be resolved quickly and professionally, and this is especially important when the problem is ‘significant’,” said Paula Arthus, DTCC managing director, Relationship Management. “Timely and effective problem resolution, along with proactive communication throughout the process, will continue to be a significant area of focus for DTCC in 2010.”