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More than 600 people evaluated the services provided by DCV with a grade of 6.5 during 2020.
Excellence in quality of service has been a constant in these almost 28 years of history at the Depósito Central de Valores (DCV). 2020 was no exception: 92% of clients evaluated the services with grades between 6 and 7, which is equivalent to an average grade of 6.5, according to a measurement carried out by IPSOS.
“Lograr mantener año tras año estos excelentes resultados, habla de una cultura corporativa, de una manera de trabajar que nos enorgullece y al mismo tiempo nos motiva”, señaló Fernando Yáñez, Gerente General.
| Evaluation of the Quality of Services Study 2020 | Average grade* |
|---|---|
| Global evaluation of DCV services | 6,5 |
| Global evaluation of the Customer Service Desk (MAC) | 6,6 |
| Trouble rate | 8% |
| Covid-19 contingency evaluation | Average grade* |
|---|---|
| Global evaluation of DCV’s ability to respond to its users | 6,5 |
| Global evaluation of operational continuity | 6,6 |
| Global evaluation of the telephone service channel | 6,6 |
| Global evaluation of the email service channel | 6,4 |
| Global evaluation of the information website channel | 6,6 |
* The evaluation corresponds to grades of 1 to 7.
The study allows us to know the opinion of clients regarding the performance and satisfaction of DCV services.
The evaluation is annual and considers five measurements in different months. This year the methodology used made it possible to reach all the people who operate daily with DCV services, receiving 600 responses in total.
We appreciate the participation and valuable information provided, which permits us to correct in time negative incidents and maintain our standards of excellence.
For 2021 our commitment is to maintain the quality of service. For this, different evaluation channels will be implemented that will allow us to know the perception that clients have about the different services provided by DCV and DCV Registros.
