Strate customer satisfaction survey
I would once again like to thank all of our stakeholders who took the time to complete Strate’s September Client Feedback Survey. Operational excellence and reliability are among the top objectives that we strive for daily when we consider service delivery to stakeholders.
These customer satisfaction surveys have proved to be highly valuable to Strate to understand our client’s needs and perceptions to assist us in enhancing our services to clients. Following the client feedback that Strate received, the company is investing in a number of initiatives and efforts that will see us improve our services going forward.
Key strengths identified by our stakeholders
The September 2012 survey has highlighted a number of areas as our strengths. These include:
- Communication being received from Strate is generally considered to be of high quality; and
- It has been noted that Strate has been professional and is in a good position to understand the market and industry.
Room for improvement
The survey has highlighted the following areas that need to be enhanced:
Response times with regard to e-mail queries could be improved;
- The helpdesk, as some clients have noted that there is sometimes no answer when they contact the helpdesk.
- Clients have also noted that while the help desk requests issues to be sent via email, they mostly respond with a telephone call; and
- Improvements to the corporate action system capabilities have been requested.
Actions to be taken
I am pleased to inform you that an Issuer relationship manager has been employed for the New Year and the current Stakeholder Relations team has committed themselves to strive for service levels that can only be defined as exceptional. We are consistently striving to exceed your expectations as our stakeholder.
In addition, we are further training Strate’s helpdesk staff. A new switchboard and telephone system has been implemented for the helpdesk that has a new number. Clients can now contact the helpdesk on +27 11 7595529.
As we approach the end of 2012, we are looking to raise the bar further in our efforts to provide service of the highest regard. As one of the top ten Central Securities Depositories in the world, Strate’s objective is to be among the best that has clients who are confident in its levels of service. It is only with your help and feedback that we can recognise the actions that need to be taken to achieve your confidence that benchmarks the company internationally in terms of stakeholder centricity.
As such, we always welcome your feedback and encourage you to take part in our next survey, which will be due in April 2013.
Thank all of you who took the time to complete our April 2012 Client Survey. As a stakeholder-centric company, Strate values the views and opinions of its stakeholders. Your feedback has provided us with valuable insights into the various areas where we can enhance service delivery to ultimately add value to you. We are committed to ensuring that our service levels are exceptional and that we are consistently striving to exceed your expectations as our stakeholder.
The survey, which measures clients' perceptions of the level of our service, has highlighted a number of areas within Strate that are considered by stakeholders as our strengths. These include:-
Communication being received from Strate is generally considered to be both timeous and accurate; and
It has been noted that Strate proactively escalates production and IT-related issues.
Room for improvement
Strate appreciates your honest feedback and makes every commitment to improve its levels of customer service. Our latest survey has highlighted the following areas that need to be enhanced:
Response times with regard to e-mail queries, reverting back to clients to gain clarity on requirements, etc. could be improved; and
The helpdesk, as some clients have noted that they there is sometimes no answer when they contact the helpdesk.
Slight improvements to the Strate Market Calendar and associated basic information on calendar items/releases;
Furthermore, notifications to CSD Participants need further review before they are sent to the market.
As we strive to provide service of the highest regard, we believe there is always room for improvement. It is only with your help and feedback that we can recognise the actions that need to be taken and further investments required to set the benchmark in stakeholder centricity.
As such, we always welcome your feedback and encourage you to take part in our next survey, which will be due in August 2012.
Should you wish to share the experience you have had while engaging with Strate, please contact Leigh Bevis, Strate’s Head of Stakeholder Relations, on LeighB@strate.co.za
or on 011 759 5466.