Clearing and settlement firm CDS Clearing & Depository Services Inc. reports that its users are generally happy with its work over the past year, but that there is room for improvement.
CDS says that, in order to get feedback on firms’ satisfaction, it hires an independent research firm to conduct in-depth phone interviews with a representative group of its participants.
“The objective of the survey is to understand end-user perceptions of the quality and effectiveness of the new services and enhancements implemented over the previous 12-month period,” it notes.
It says that, in general, CDS participants said that the consultation process is handled well; and, that it was rated good at keeping customers informed, setting expectations, and providing good and reliable ongoing support and training.
However, it notes that “there are some questions about how to get broader engagement particularly from small and medium sized participants.”
It also heard that firms, “would like to see CDS exceed expectations more and proactively offer more new products and services suggestions.” And, it says there are also areas, such as training, where firms say CDS could provide better customer support.