Amidst the onset of the COVID-19 crisis, global financial markets reacted to the pandemic with heightened uncertainty, 动荡和混乱. 然而, despite the markets’ unpredictability, 存 continued to seamlessly support the industry and provide stability for the financial system.
调查结构
存 conducted its annual client satisfaction survey in April and 五月. This year’s survey included specific questions pertaining to the firm’s performance and response to COVID-19. 客户端s were asked to answer questions about 存’s communication, stability and support during the pandemic. Responses were on a five-point scale, ranging from “strongly disagree” to “strongly agree.超过1个,000 client responses were recorded and analyzed across all 存 business lines and for specific segments.
调查结果
Almost three-quarters (71%) of all clients who responded to the survey gave high scores to 存 and felt that the company succeeded in providing clients with support through effective communication and business continuity plans that were proactive and informative. 客户端 responses also indicated a strong appreciation for 存’s efforts throughout the onset of market turbulence, 比如客户拓展, support and flexibility to navigate through operational challenges. One client commented that “it never felt that there was a crisis going on while using the site. I was able to login … as usual and all information was available”.
更具体地说, the Systemically Important Financial Market Utilities (SIFMUs) performed very well in all categories, with 87% of clients agreeing favorably that 存, 通过SIFMUs, provided seamless operations and stability in a time when clients needed it most. 此外, 85% of SIFMU clients felt that 存’s client communications regarding continued operations were informative and proactive. One client noted that “存 was the first third- party partner that reached out to us… they sincerely care about keeping connected with their clients”. Another commented how they “found the client outreach genuine.”
客户端s indicated that a critical area for them was physical securities processing. For the safety of its employees, 存 suspended on-site processing and vault operations in March for six weeks until industry work-around processes could be established, and the vault reopened in June. Extended processing times occurred from operating with limited staff, so to keep clients informed, 存 held twice weekly conference calls and communicated updates through emails and 重要的通知.
A key takeaway form this survey data is that 存 clients were satisfied with the way the company continued to operate business as usual, providing uninterrupted access to all products, services and capabilities to our clients across the globe -- despite the myriad obstacles the company faced from the pandemic.
“存 values our client relationships and will continue to provide world-class service, no matter the circumstances,Mark Vercruysse说, 存 Managing Director and Head of Global Relationship Management. “While the pandemic has challenged our industry, it has not changed the way we strive every day to perform for our clients.”
Please click on image below to view survey results.