DCV Registros Service Manager Claudio Garín, regarding the results from the shareholders’ satisfaction survey performed in 2013 by the external company Adimark (an entity that specializes in Market Research and Public Opinion) to the shareholders of this subsidiary of Depósito Central de Valores (DCV), stated that “Within the in-person channel we have reached satisfaction levels above 85% and the real challenge is to keep it up”.

On the other hand, we should point out that although this survey has been carried out for several years through the in-person channel, it has been two years since it has also been performed through the email and telephone channels. This is in order to have greater control over the services provided by DCV Registros as well as a better understanding of the way in which shareholders are served within the entity, what their needs are, and what are their real requirements.

“We have invested in tools in order to train our executives and to be able to provide options to respond queries in the best possible way; we have improved the technological infrastructure so that when investors interact with us through the various channels, they can see that everything flows bproperly and at the same time it shall enable us to measure events in real time. Likewise, be able to assure a maximum waiting time, this is followed by a floor control panel”, stated Claudio Garín.

With respect to the results obtained in net satisfaction with the phone channel service, it reached 80% or 6.4 on a scale of 1 to 7 nonetheless the results of the email survey reached 46% or 5.5%. This shows that “regarding the telephone channel we are at a very good level, whereas in the email channel there are aspects that must be improved, mainly bwith respect to the expectations that customers have on this issue as they intend to perform more tasks through this channel and also that we deliver more information, but although it is not a question that we can do so from a technological point of view, still we are not able to respond to all queries as we don’t have certainty that the person on the other side of the email is who they purport to be. Therefore, to continue maintaining confidentiality, to protect the interests of the companies managed and of the shareholders themselves, it means that we still face limitations to provide an answer to all these queries”, indicated DCV Registros Service Manager

“What steps are DCV Registros taking in order to find a solution to this problem? We are gathering information through a project that is dealing with the integrity of solutions. It is a long-term project and we will have to produce the appropriate changes regarding the way in which we interact with the shareholders”, added Garín.

Prospects for 2014

Regarding the prospects for 2014 DCV Registros Service Manager stated that “we intend to maintain the results for the in-person and phone channel, with grades of over 6.4. On the other hand on the survey of April of next year about the electronic channel, we won’t likely be able to be operating everything we have aimed for”. Finally, Garín underlined that “customers regard DCV as an institution that has improved the way of giving answers to the different requests, concernsn and requirements; we as an institution have renewed ourselves and we have a logistics infrastructure within our premises in Huérfanos which is just as good as any other institution in the financial or stock market industry”.

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