DTCC is taking a new approach to its Customer Satisfaction Survey. This year, the company is conducting the survey at two separate intervals, rather than once annually, splitting the list of recipients into two groups to avoid over-surveying individual customers. The first group of customer contacts received the survey in March and the remainder will receive it in June.

The Customer Satisfaction Survey is one of DTCC's primary vehicles for obtaining customer feedback on products, services and corporate initiatives.

 "Last year, we supplemented the annual survey with interim ‘tracking surveys' to keep feedback from our customers as current as possible, and the additional information proved extremely valuable for monitoring our customer satisfaction initiatives over the course of the year, said James Koster, DTCC managing director, Relationship Management.

Now DTCC is formalizing this approach by conducting the full survey biannually. "Having survey feedback from two points in time will strengthen our ability to monitor customer satisfaction, allow us to address specific customer concerns more quickly and give us up-to-date metrics to better track our progress in making improvements, said Koster.

This split-timing methodology provides a more accurate overall reading of customer perceptions, according to The Melior Group, which manages DTCC's survey process.

Results from the two surveys will be consolidated and analyzed as a whole, with the findings presented to DTCC's customers, Board of Directors, Quality Council and business units in October. DTCC also analyzes and distributes the customer data from each survey internally. The March results are already being used by DTCC's business units to develop action plans for improving customer satisfaction.

The survey takes about 15 to 20 minutes to complete, is distributed via email and can be completed online.

"We welcome customer participation in the survey and we will make every effort to ensure our products and customer service reflect the feedback we receive, said Koster. "At DTCC, we are firm believers that improving the customer experience begins with listening. @