DTCC retains The Melior Group to conduct its annual customer survey and to analyze the results.
The 2010 survey was conducted at two intervals during the year, in April and September, which gave DTCC an initial reading on customer perceptions in the first half, allowing it to address emerging concerns sooner in the year.
The EuroCCP survey was conducted only in September to allow sufficient time for customers to judge the effectiveness of EuroCCP’s business restructuring, which took place at the beginning of 2010.
The DTCC survey polled daily customer contacts as well as senior/executive-level customer contacts. The majority of respondents (96%) were daily contacts, who completed an online survey. Senior contacts were interviewed by telephone.
The overall response rate was 26%, with EuroCCP achieving 58%. Both rates are well above industry norms according to The Melior Group. The total number of respondents was 1,094.