Another Year of Satisfied DTCC Customers

Customers gave DTCC a 91% overall satisfaction rating in 2009 for the fourth consecutive year. According to results from the annual customer survey, the number of respondents who are “extremely satisfied” with DTCC increased over 2008.

Factors including DTCC’s integrity, commitment to quality, effectiveness in reducing risk, reliability, technology and transaction-processing capabilities all contributed to the exceptional level of satisfaction, according to The Melior Group, an independent marketing research and consulting firm that conducts the annual survey for DTCC. “Benchmarking DTCC against the industry average for 14 comparative metrics, DTCC exceeded the industry average for all 14 metrics,” the Group wrote in its analysis. In 2008, DTCC exceeded the industry average for 13 out of the 14 metrics.

The survey included responses from 1,461 respondents in two separate waves, the first in March and the second in June 2009.

Good Marks for Mutual Fund Services Members

In addition to ratings for the corporation, customers weighed in on specific product areas. Those customers who use NSCC’s Mutual Fund Services collectively gave the business unit an overall satisfaction rating of 93%. “Clearly, customers believe using [these services] creates advantages for them – they can operate more efficiently, with less risk, and at a lower cost,” Melior reported.

Respondents gave five attributes world-class ratings of 89 or higher.

• Products and services help my firm operate more efficiently: 98%
• Products and services reduce operational risk: 94%
• Products and services help reduce costs: 92%
• Notification lead-time prior to implementation of new products/services: 90%
• Important Notice content: 89%