Excellent service quality has always been one of DCV’s strategic pillars. Not only for being a crucial institution in the financial market, but also because it is an essential part of DCV's internal culture.

2016 was the 10th anniversary of Adimark’s first service quality evaluation. During this decade, 75% or more were 6 and 7 grades (deemed as levels of excellence). Particularly, during all those years, DCV reached an average of 83% of 6 and 7 grades for the overall evaluation of its services, which undoubtedly proves the effort and dedication to provide an uninterrupted service satisfying its customers.

The evaluation method has been modified over time, but its indicators and the sample have always been consistent in order for the results to be comparable. Thus, DCV has a very useful tool to measure our customers’ perception regarding the service provided. The evaluation of specific services launched into the market was also included, in order to obtain an early measurement of customer perception on performance.

For year 2016, the results were not far from those obtained the previous year and so, the results of this year are:

Last study’s innovation was the incorporation of the measurement of the Electronic Pledge Registry service, launched in 2015, whose volumes and clients (who are currently enjoying the benefits of this service) have significantly increased this year.

Another aspect that needs to be evaluated relates to the problems  customers experience with the service, and how DCV timely and properly solves those problems. This is undoubtedly one of the most relevant points of the study, since it allows detection of those aspects that need to be improved.

Last year, the rate of problems was an average of 22%, 2% higher than 2015.  Despite that, the rate of problems has decreased over the past 5 years.

The goals for 2017 are once again high. We wish to maintain our excellence, improving in all aspects providing opportunities, and including other specific attributes and other services into the measurement.

DCV appreciates all customers participating in this measurement, and hopes it can count on them for 2017.

 DCV News January 2017.