Customer Service Customer Service and Satisfactionand Satisfaction

DTCC Confidential

Adam Bryan ACSDA – October 10, 2007

Key Goals

• Customer Satisfaction: World-Class (85%)

• Problem Resolution/First Call Resolution

• Automation & Self-Service

• Customer Satisfaction: World-Class (85%)

• Problem Resolution/First Call Resolution

• Automation & Self-Service

DTCC Confidential

Customer Service Group

Inquiry Channels

• Phone

• E-mail

• Electronic mainframe inquiry system

• Fax

Inquiry Channels

• Phone

• E-mail

• Electronic mainframe inquiry system

• Fax

DTCC Confidential

Group Annual Transaction Volume

Account Activation & Implementation Services 45,000

Technical Support 230,000

Business Support 221,000

Account Administration & Implementation Services

• New account activations (multiple DTCC subsidiaries)

• Member change requests, e.g., company mergers

• Connectivity Testing & Support (MQ, NDM, FTP)

• Product entitlement requests

• Technical Documentation requests

• 45,000 Annual Transactions/Events

• New account activations (multiple DTCC subsidiaries)

• Member change requests, e.g., company mergers

• Connectivity Testing & Support (MQ, NDM, FTP)

• Product entitlement requests

• Technical Documentation requests

• 45,000 Annual Transactions/Events

DTCC Confidential

Technical Support

• Password Resets (internal / external)

• Registration Support

• File Transmission support requests

• Derivatives product / technical support

• 230,000 transactions

• 90% via phone, 10% via email

• Password Resets (internal / external)

• Registration Support

• File Transmission support requests

• Derivatives product / technical support

• 230,000 transactions

• 90% via phone, 10% via email

DTCC Confidential

Business Support • Corporation Actions (rates, payments, details)

• Custody / Deposits (security transfers, images and reports, delivery instructions)

• Settlement & Clearance (cut-off schedules and extensions)

• Billing (invoices, pymts, subscriptions, fees)

• 221,000 Inquiries

• 33% via text; 67% phone

• Corporation Actions (rates, payments, details)

• Custody / Deposits (security transfers, images and reports, delivery instructions)

• Settlement & Clearance (cut-off schedules and extensions)

• Billing (invoices, pymts, subscriptions, fees)

• 221,000 Inquiries

• 33% via text; 67% phone

DTCC Confidential

DTCC Confidential

2007 Customer Satisfaction Survey

Methodology:• Who:

– 3,000 day-to-day contacts (e.g., Directors of Operations, VPs, Directors)

– 75 senior contacts (Managing Directors, Exec. VPs, Sr. VPs)– All business lines included

• How:– Independent market research consultant – Web (day-to-day contacts); Telephone (senior contacts)

• When:– January & June

Methodology:• Who:

– 3,000 day-to-day contacts (e.g., Directors of Operations, VPs, Directors)

– 75 senior contacts (Managing Directors, Exec. VPs, Sr. VPs)– All business lines included

• How:– Independent market research consultant – Web (day-to-day contacts); Telephone (senior contacts)

• When:– January & June

DTCC Confidential

Key Metrics

Key Drivers of Satisfaction 2005 2006 2007

Overall satisfaction 89% 91% 91%

Commitment to quality 85 91 90

Communications with customers 75 85 86

Customer service 72 81 84

Satisfaction with traditional products 79 88 86

Exhibits a sense of urgency 65 75 80

Ability to increase operational efficiencies 69 79 76

World Class (85%) scores for most Key Drivers

Continuous Improvement

Resulting Actions

DTCC Confidential

• Continuous Improvement & Initiatives

results & verbatim comments are reviewed by all management staff

customer themes identified (corporate wide & business line specific)

teams develop Action Plans to address key themes

metrics included in business plans and goals insuring accountability

• Communicate results with

Board of Directors

customers via Industry Associations, Advisory Boards, newsletters

employees via department reviews, town halls, newsletters