600 people evaluated with an average score of 6.4 the services provided by DCV.

DCV'S service satisfaction study resulted with an 89% evaluation average for the year 2019, where this average regarded grades that ranged between 6 and 7, and which is equivalent to a grade of 6.4. Excellence in quality of service has always been one of the strategic pillars, not only because it is an institution considered critical in the financial market, but because it is an essential part of the internal culture.

During 2019 we marked 14 uninterrupted years, where based on our own initiative, DCV measures all its services at a global level, but also in an individual manner in relation to the different attributes of the National Custody, International Custody, Deposit of New Issues, Electronic Pledge Registration Service and the Customer Service Desk (MAC). These services obtained grades that ranged between 6.2 to 6.6

"These results fill us with pride and reaffirm that quality is at the core of this company and is part of our strategic pillars. But, above all, we are very satisfied with the very high percentage of grades between 6 and 7, which in relation to the global evaluation reached 89% of the cases. Our constant challenge is to maintain these high-quality standards".

Fernando Yáñez - General Manager of DCV.

This study allows us to investigate the perception of users on the performance of DCV's systems and their satisfaction with the services delivered. In this way, periodic and timely information is obtained regarding clients' perception on the performance of DCV's services in relation to a set of indicators. Therefore, being able to identify key aspects and areas of improvement.

The annual study considers 5 measurements in different months. In each one of them, 120 users from the different companies that are customers of DCV respond. Thus, from the total number of evaluations 600 people respond.

DCV thanks all the clients that participate in this measurement and hopes to count on them for 2020.

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