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For 12 years, the Depósito Central de Valores (DCV) has been carrying out important quality evaluations regarding its various types of services. 2018 was no exception. The custody, settlement and other complementary services for local and international securities markets were evaluated during 5 different months and by more than 120 clients on each occasion, achieving by the end of the year an average score of 6.4, while 93% of the scores ranged between 6 and 7 (in terms of DCV’s overall evaluation). When evaluating service quality, having over 75% of the scores range between 6 and 7 is considered of excellence, according to Adimark, the company that has carried out the study during these 12 years. The purpose of the study is to generate regular and timely information regarding client perceptions on DCV’s systems performance based on a limited set of indicators: identifying key aspects of the service and its areas of improvement; indicate the service’s problems and raise suggestions and prospects for improvement.
Note: During 2018, the study carried out by Adimark considered 5 measurements consisting of 120 people each. The scores and percentages are an average of the 5 measurements. “Many of DCV’s areas commit themselves every day to put the best of themselves with the purpose of providing our clients excellent service. As a company, we are very satisfied with the results shown by this periodic and timely evaluation regarding our systems performance perception by users”, explained Fernando Yáñez, DCV’s General Manager. “This valuable information helps us and allows us to improve in a timely manner negative incidences and thus maintaining standards of excellence”, he added. At the service level, International Custody had an average annual grade of 6,6 and 89% of its scores ranged between 6 and 7; the Electronic Pledge Registry obtained an average score of 6.3 and 79% of its scores ranged between 6.7, while the Customer Service Desk (MAC) achieved a score of 6.6 and 93% of its scores were between 6 and 7.
Note: During 2018, the study carried out by Adimark considered 5 measurements consisting of 120 people each. The scores and percentages are an average of the 5 measurements. Another aspect subject to evaluation are the problems that customers have with the service, and how DCV responds to these problems in a timely manner. This is without a doubt one of the most relevant points of the study, because it allows detecting areas of improvement. Thus, the problem rate during 2018, which measures the proportion of people who reported having a problem, stands at 14%, a 1 percentage decrease compared to the previous year.
Note: During 2018, the study carried out by Adimark considered 5 measurements consisting of 120 people each. The scores and percentages are an average of the 5 measurements. DCV thanks all its clients who participated in this evaluation and hopes to be able to count on all of them in 2019. DCV News |
